What are the responsibilities and job description for the Customer Experience Specialist position at The HoneyBaked Ham Company?
Req Number
Job Description
Are you a team player that enjoys problem-solving? Do you enjoy making meals memorable and ensuring that customers have the best experience? If you answered yes, then we have the perfect role just for you. The #HamFam is seeking a Customer Experience Specialist to join our team to ensure that our guests have the best experience with us when they're planning for their next meal. Whether it's ordering online for a loved one or seeking assistance with myHoneyBaked Rewards, this person will ensure that the overall guest experience is a positive one.
Some essential responsibilities for this role will include:
- Working cross-functionally with the Loyalty team to resolve all customer concerns via emails, inquiries, and comments
- Accurately monitoring, answering, logging, and responding to email communications in a timely manner
- Promptly escalating customer service issues or complaints to the appropriate team member
- Supporting the Customer Experience team through the use of internal and external systems to properly engage with customers
- Supporting the Customer Experience team with cross-functional initiatives to ensure a seamless guest experience
- Other duties as assigned based on the needs of the business
This role requires the following knowledge and experience requirements:
- 2 or more years in a Contact/Call center environment
- 1 year experience responding to customers, members or others in online environment (for professional or volunteer organization, company or corporation)
- Exceptional customer service skillset and professional perspective
- Excellent Communication and Organization skills
- Motivated and results-oriented within fast-paced business
- Possesses Microsoft Office skills including Word, Excel (creation and maintenance of spreadsheets)
- Exhibits strong decision making and problem-solving skills including excellent situational judgment focusing on ‘win-win’ outcome
- Ability to diffuse escalated situations efficiently and professionally
- High School Diploma required; College degree in a related field preferred
PHYSICAL DEMANDS
There is some requirement to lift or handle material and/or equipment of moderate weight (up to 30 pounds).
This position is hybrid and will be based out of the Alpharetta Customer Support Center and/or our Roswell Ridge office.
