Company description We are Bread SRSLY, makers of wildly nourishing, SERIOUSLY delicious, gluten-free and vegan sourdough bread in Berkeley, CA. Our mission is to reunite people with sourdough when they thought good bread was off the table. We bake thousands of loaves of bread each week and ship them all over the U.S. to eager gluten-free eaters. We value organic ingredients, sustainable business practices, livable wages, fun in the workplace, and meaningful relationships with our staff, our vendors and our customers. Job description

As a Customer Care Advocate, you are the primary liaison between our customers and the rest of our company. All of your interactions with our customers will be a direct reflection of Bread SRSLY. Bread SRSLY prides itself on making people happy through our delicious products, and we’re even more proud of our dedication to outstanding customer service. Everything we do is done to make our customers delighted with our bread and our team. 

 

Our ideal candidate is empathic, detail oriented, highly organized, and thoughtful and kind when problem solving. You are a people person with excellent communication skills, both written and verbal. You are a great listener and can handle a variety of interactions. You have a passion for food and are delighted to serve our community of people with Celiac disease and other food allergies and sensitivities. 

 

The Customer Care Advocate will:

• Respond to customer service phone calls/voicemails/DMs promptly and kindly
• Record all customer interactions in our CRM
• Process order changes, cancellations, subscriptions, returns
• Respond to feedback and inquiries such as food safety, product care, where to find us
• Share positive and constructive customer feedback with the rest of the team to facilitate customer connection and continuous improvement
• Build a monthly and quarterly Customer Care report
• Identify trends in Customer Care and report as necessary to Production, Sales, or Marketing
• Manage Shopify website edits such as inventory, product descriptions, and FAQ pages
• Customize orders in our order fulfillment software, Shipstation
• Collaborate with the Logistics Coordinator to communicate order fulfillment requests
• Respond to customer care/community messages/comments on our social media platforms, including Instagram, Facebook, Youtube and more
• Assist the Community Manager with Customer Care communications/announcements
• Assist the Community Manager with our Affiliate and Ambassador programs
• Work with and provide support to the Sales and Marketing team as the need arises
• Participate in weekly “check ins” where we hold each other accountable for our tasks

 

We are looking for someone who:

• Communicates with empathy and kindness and is patient with our customers and team members
• Is courteous and professional
• Delivers information with transparency and honesty
• Is curious and looks for innovative ways to improve processes 

 

Our Expectations:

• You are an active participant in a psychologically safe, anti-racist, inclusive, respectful, always learning workplace
• You aim to do your best each day
• You are a strong communicator in the workplace
• You know how to offer solutions and how to listen
• You crave feedback and respond to it gracefully
• You deliver feedback constructively
• You are eager to learn, teach and share 
• You want to help our business succeed

 

Basic Requirements:

• Ability to work Saturdays and Sundays

• At least 1 year of customer, retail, front-of-house or similar public service experience
• Comfort with computers and learning new software
• Comfort with talking on the phone
• Fluency in G Suite (Mail, Docs, Sheets and Slides)
• Fluency in social media (Facebook, Instagram, etc)
• A smartphone for making phone calls and using work related apps 
• Strong, clear and empathetic writing skills
• A high level of organization and attention to detail
• Ability to work independently and learn quickly
• Comfort with remote work and access to reliable internet 
• Interest in social justice/food accessibility for the food allergy community

 

Extra Credit:

• Experience with Shopify
• Experience with Shipstation
• CRM Experience
• Bilingual (Spanish)
• Knowledge of food allergies/intolerances/sensitivities

 

The Perks:

• Paid sick time, paid vacation, and paid holidays
• Monthly cell phone reimbursement
• Work from home
• Great coworkers
• Tasty, gluten-free sourdough!

 

Hours, Location and Compensation:

• Approximately 20 hours per week, with the potential to increase for the holiday season
• Thursday- Monday, approximately 9:00am PT- 1:00pm PT.. Our ideal candidate will have time management skills and the opportunity to adjust their schedule as needed. This position requires Saturday and Sunday availability
• You will report directly to the Community Manager
• This position is 100% remote. Our headquarters are located in Berkeley, CA
• This position is open to California residents only
• Compensation is $17.00 per hour

 

Compensation this position is : hourly, $15-20/hr Location job can be done remotely Application instructions DeadlineSeptember 17, 2020