Customer Experience Team Manager

Are you a highly motivated individual who wants to have an immediate impact on a beloved small business in the heart of Boston? We’d love to meet you!

Milk Street Café has been rated a Top 10 Catering Company in the greater Boston area for the last two decades.

We are looking for someone who LOVES to help customers, manage a team, and excels under pressure.

If your passion and motivation fit this description, and your skills match those we are seeking below, we would love for you to apply.

Position Overview: 

· Tracking customer experiences across online and offline channels, devices, and touchpoints

· Identifying customer needs and taking proactive steps to maintain positive experiences

· Responding to customer queries in a timely and effective manner, via phone, email, or chat applications.

· Review and accept catering web orders

· Troubleshoots problem situations as they arise to promote quality and customer satisfaction

· Investigate and resolve challenges regarding food quality or service

· Documenting processes and logging technical issues, as well as customer compliments and complaints

· Perform other duties as assigned such as accounts receivable, filing, and catering production support

· Manage the CX team on job performance and customer satisfaction

· Set the team schedule and daily tasks

Preferred Skills and Knowledge: 

· 5 years of experience in customer service and/or a related field 

· BA/BS degree or experience equivalent (preferred)

· Experience working in the food service industry (preferred)

· Computer competency to include Microsoft Office applications (Outlook, Word and Excel)

· Strong phone presence, and remarkable customer service skills

· Proficient communication skills both written and verbal 

· Astute, precise, and detail oriented while managing tasks 

· Energetic with a team-oriented personality 

· Exemplary work ethic and takes pride in getting results 

· Ability to multi-task, prioritize, and manage time effectively

Benefits of working at Milk Street: 

· Complimentary breakfast and lunch

· Monday – Friday work schedule

· Health insurance

· 401k Match

· Gym Membership

Job Type: Full-time

Pay: $23 per hour Overtime Tips Commission

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Health insurance
• Paid time off
• Paid training
• Parental leave
• Tuition reimbursement

Schedule:

• 8-10 hour shift
• Monday to Friday
• No nights

Supplemental pay types:

• Commission
• Tips

Education:

• Bachelor's (Required)

Experience:

• Customer Service: 5 year

Job Type: Full-time

Pay: From $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Experience level:

• 5 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to Commute:

• Boston, MA 02109 (Preferred)

Ability to Relocate:

• Boston, MA 02109: Relocate before starting work (Required)

Work Location: In person