As a Customer Service Agent (CX Agent) at FARMSHOP, you will play a pivotal role in the daily account management of our valued customer base. Collaborating closely with our sales team, you will ensure seamless onboarding experiences for all new customers, facilitating their integration into our services. Your primary responsibilities will include promptly addressing customer inquiries via phone, email, and direct messages. Effective communication is key, both internally and externally, as you liaise with various stakeholders while upholding the highest standards of professionalism and maintaining a composed demeanor in any situation. You will take charge of resolving issues promptly, ensuring timely resolution, and closing the feedback loop with customers and internal operations. Your dedication to customer satisfaction and operational excellence will contribute significantly to FARMSHOP's commitment to delivering exceptional service.
Key Responsibilities:
Collaborate closely with FARMSHOP sales, operations, accounting, and customer service teams to facilitate seamless communication and alignment of efforts.
- Take ownership of communication channels (phone and email) while in the office, ensuring prompt and clear responses to all customer inquiries and issues.
- Recognize and effectively communicate to management and operations when a situation is escalating, allowing for timely intervention and resolution.
- Proactively identify opportunities for improving service quality and efficiency and communicate these ideas to management for consideration and implementation.
- Maintain accurate and up-to-date records of all customer interactions, inquiries, and resolutions in the company's CRM system.
- Actively contribute to the enhancement of customer service processes and procedures, leveraging insights gained from CRM data and customer feedback.
- Collaborate with cross-functional teams to address customer needs and improve overall customer satisfaction.
- Stay informed about FARMSHOP products, services, and policies to provide accurate and helpful information to customers.
- Continuously strive to exceed customer expectations and uphold the company's reputation for exceptional service delivery.
- Participate in training and development activities to enhance product knowledge, customer service skills, and CRM proficiency.
Qualifications
- Associate's or Bachelor's Degree (preferred but not required).
- Exceptional written and oral communication skills, with the ability to convey status updates clearly and succinctly to individuals at all levels of management.
- Previous experience in the food industry, particularly with food industry customers and distributor networks, is highly advantageous.
- Proficient in the use of GSuite applications, demonstrating excellent proficiency in Google Docs, Sheets, and Gmail.
- Familiarity with software systems such as Flexibake and Toast is preferred, although not required.
- Possesses strong analytical capabilities and critical thinking skills, coupled with a keen desire to acquire new skills and knowledge.
- Demonstrates a high degree of urgency and attention to accuracy and detail, especially when managing multiple tasks simultaneously amidst shifting priorities.
- Proven ability to collaborate effectively within a team environment, contributing positively to team dynamics and collective goals.
- Strong organizational and problem-solving skills, along with effective time management abilities, are essential for success in this role.
- Comfortable operating within a dynamic start-up environment, adapting quickly to evolving challenges and opportunities.
- Exhibits a hospitality-oriented mindset and a genuine focus on providing exceptional service to customers.
- Maintains a positive, upbeat, and team-centered attitude, fostering a collaborative and supportive work environment.
*This is a 100% on-site position. No remote or hybrid work available. Must work weekends.
Schedule is Saturday-Wednesday.*