POSITION SUMMARY:

The Customer Care Advocate is responsible for providing online customer service support and must possess a positive attitude, a willingness to take initiative, and have great communication skills.

ESSENTIAL FUNCTIONS:

• Promptly respond to all customer inquiries via email and digital reviews, ensuring a high level of customer satisfaction.
• Create, manage, and optimize online listings across platforms such as Google, Yelp, and the company website.
• Understand the backend functionalities of the Company mobile app to effectively troubleshoot and resolve customer issues.
• Assist in the management of the mystery shop program, ensuring quality and consistency in customer experiences.
• Work closely with members of the Operations Team to evaluate and execute processes that effectively address customer inquiries
• Create detailed reports that track customer service inquiries and overall feedback.
• Work collaboratively with team members to develop customer service responses that maintain a unified brand voice.
• Any other duties, as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of Microsoft Office Suite and online management tools.
• Ability to listen well and communicate in a professional and friendly manner while focusing on customer satisfaction.
• Experience in developing and implementing AI solutions using ChatGPT and other natural language processing models.
• Ability to be efficient and organized and maintain a clean work environment.
• Ability to be enthusiastic and outgoing with a passion for customer service.
• Ability to communicate effectively both verbally and in writing.
• Ability to apply appropriate decision-making within scope of work procedures.
• Ability to establish and maintain effective working relationships with customers and other employees.
• Ability to self-motivate and a willingness to learn new skills to grow within the role and company

WORK ENVIRONMENT

• Standard office environment, this is not a remote position

EXPERIENCE & QUALIFICATIONS:

• Education: Bachelor's degree in Business, Communications, or related area is preferred
• Years of Experience: Two (2) years of prior customer service experience is required.

Ziggi’s Coffee, recently ranked on the 2022 Entrepreneur Magazine Franchise 500®, is a leading specialty coffee shop and drive-thru franchise dedicated to serving only the finest roasted coffee, uniquely handcrafted drinks, and amazing breakfast, lunch and snack options. Founded in 2004, the Colorado-based company is on a mission to elevate the standard of service within the coffee shop industry. From specializing in a variety of great-tasting menu items to providing fast and friendly service, the Ziggi’s Coffee brand is focused on creating a positive experience that is faster, more authentic, and convenient for the demand of consumers seeking higher-quality coffee and food options on the go. In addition to its distinctive menu and superior service, Ziggi’s Coffee is also committed to making a positive difference in the local communities it serves.
With several locations open nationwide, and additional units in development, Ziggi’s Coffee is positioned to quickly grow its presence in a variety of communities across the U.S.

Pay: $55000 - $65000 / year

Benefits:

• Health insurance
• 401(k)
• Employee discount
• Paid time off

Job Type: fulltime

Schedule:

• Monday to Friday

Education: Bachelor's degree

Work location: On-site