Location

An office-first employee is an employee within the Greater Omaha Metropolitan Area whose default work location is a designated office and has office presence at least four days per week, specifically, Monday through Thursday. An office-first employee may at times perform work outside of a designated office location based on personal or professional need, at the discretion of their supervisor.

Description?

The Customer Service Agent supports the Operations team by being the first point of contact for customer service needs of franchisee and store questions. This position will have a large focus on customer service through phone and computer work. The primary focus of the position will be handling ticket submissions through Zendesk. The ideal candidate will have amazing customer service skills, be an effective communicator, thrive in multitasking and use critical thinking skills to solve problems.

Essential Duties & Responsibilities

• Maintain good customer relations both on the phone and through e-mail
• Handle customer inquiries and complaints
• Gather information from customers to help identify and solve problems
• Complete general clerical duties as assigned
• Work as a team with Operations, Marketing and Harvest Roasting
• Promote the Scooter’s Coffee Brand
• Smile while talking on the phone
• Provide information about Scooter’s Coffee products and services
• Adjust daily schedule for shift personnel to ensure optimal efficiency
• Troubleshoot and resolve product issues and concerns
• Track monthly results and trends for business forecasting
• Resolve escalated customer complaints
• Document and update customer service issues through Dashboard reporting
• Develop, maintain and escalate a knowledge base of the emerging or trending issues

Qualifications

• Previous experience in a customer service or other related field
• Ability to thrive in a fast-paced environment
• Excellent written and communication skills
• Strong problem-solving qualities
• Ability to build rapport with customers and colleagues
• Ability to prioritize and multitask
• Positive and professional demeanor

Job Level Competencies – S1

• Entry-level role; requires supervision; work is narrow in scope
• Requires basic skills with a focus on developing some specialized skills
• Generally, does not provide guidance/direction, training, and technical assistance
• Basic knowledge of the process for the assigned work
• Can perform standard tasks within the workgroup
• Ability to learn new information and tasks
• Clearly prescribed rules, past practices, or instruction are utilized to direct work; escalates situations outside of standard operating procedure or practice
• Advice and guidance are made available on non-routine or problem areas from a more senior co-worker or supervisor
• Under close supervision, exercises limited independent judgment, relying on instructions and pre-established guidelines

Disclaimer

The functions and skills described here are general in nature and represent the type of work performed, but they do not constitute an exhaustive list of the duties and responsibilities performed on the job.