What are the responsibilities and job description for the Customer Assist Specialist position at Crumbl?
The Customer Assist Specialist supports customers through text chat and phone calls in a professional manner, tracks data on tech and customer service concerns to support both the franchising teams and the technology department, and creates reports with concerns to tech and customer service issues in a precise and meaningful manner with the goal of adding the improvement of each team. This position works closely with the Customer Assist Manager to ensure that quality customer service and communication are being provided.
Crumbl's Customer Assist team is a fully remote position. Role is eligible ONLY in the following states: Utah, Idaho, Texas.
Position requires strong and reliable internet access. Use of a desktop or a laptop computer that can be used reliably for meetings and in customer service 4 hours at a time is also required. A good work space is expected to be free of distractions and promote productivity.
The current schedule for this role is as follows(Mountain time):
Sunday: OFF
Monday: OFF
Tuesday: 6:00PM-10:00PM
Wednesday: 1:00PM-6:00PM
Thursday: 1:00PM-10:00PM
Friday: 6:00PM-10:00PM
Saturday A: 6:00PM-10:00PM
Saturday B: 1:00PM-6:00PM
\n- Field chats and issues from customers, and give a friendly, helpful responses to concerns
- Interact with Crumbl customers through an online chat system
- Collect data that helps to notify developers, tech departments, etc. of trends that should be addressed
- Participate in weekly meetings to collect feedback on performance and alter behaviors to improve customer experience
- Support customers in multiple countries
- Share feature requests and effective workarounds with team members
- Follow up with customers to ensure their technical issues are resolved
- High School Diploma or equivalent
- Learn to operate internal applications for communication and information gathering purposes
- Must be able to recognize the issue, what team is to handle the issue, and relay information in a clear and concise manner
- Make insightful decisions on how to best help customers while protecting the Crumbl brand
- Be empathetic to the needs of others while having a sense of responsibility to the team
- Maintain a positive attitude and have the ability to handle change with professionalism and authenticity
Crumbl was founded in 2017 by Jason McGowan & Sawyer Hemsley in Logan, Utah. It is now the fastest-growing cookie company in the nation with over 1000 locations in the USA and Canada. Crumbl is powered by cutting-edge technology, iconic branding, delicious desserts, and passionate people.
Crumbl HQ and franchisees provide employment for over 26,000 people across the United States, and all of our franchises are owned and operated by independent members of the local community.
Crumbl’s 200 unique cookie flavors rotate weekly and are served in our famous pink box!
Crumbl is an equal opportunity employer. Crumbl provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.