Company description

Farm To People is a fast-growing online grocery delivery service specializing in sustainably-sourced, local fresh produce and artisanally produced foods. Our customers can subscribe to a curated Farm Box or can choose to shop à la carte. We deliver 7 days per week and are rapidly expanding in the NYC market. We have a vast and ever-changing array of fresh produce, meats, dairy, bakery, and pantry items.

Job description

We are looking for a Customer Service Representative superstar to join our team! The candidate needs to have excellent communication skills, writing skills, and advanced Excel/Google sheets and other online software skills. This role requires attention to detail, strong organizational skills, the ability to work well with others, and the capability to meet tight deadlines while juggling multiple critical and time sensitive orders. You must understand business priorities, demonstrate the ability to proactively anticipate needs, and be a force for driving improvement.

What You’ll Do:

• Promptly answer written customer service tickets
• Field calls from customers during in-office hours
• Report weekly issues to the operations team
• Proactively communicate product shortages to customers via email; issue credits accordingly
• Proactively communicate about billing via emails or calls
• Track and monitor key performance indicators (e.g. email response times, delivery satisfaction survey responses, and credits/refunds issued, etc.)
• Work with the team to maintain consistency between the product & our online communication
• Field phone calls and text messages from delivery drivers who require assistance locating or communicating with customers while on their delivery route
• Collaborate with the Fleet team to communicate and troubleshoot customer delivery experiences
• Communicate unexpected order and/or product availability changes to customers in a timely manner
• Assist with miscellaneous printing, spreadsheet formatting, office tasks as required

Who You Are:

• Admirer of the “Zappos way” of approaching customer service
• A superior verbal and written communicator, skilled at navigating the occasional disagreeable situation
• An individual with a strong sense of urgency and firm grasp of business ethics
• A motivated, positive, and empathetic individual with a genuine concern and passion for helping others
• Skilled multi-tasker who is able to quickly move between tasks without losing focus or productivity
• Self-professed foodie with a broad knowledge of produce varieties, growing practices, and clean ingredients.
• Detail-oriented initiative-taker who anticipates customer needs and proactively identifies/resolves issues
• Conscious coworker whose actions support and contribute to a positive and professional work environment
• Quick learner who is comfortable navigating multiple internal systems & processes daily
• A spreadsheet conqueror (Excel/Google Sheets proficient in the use of advanced functions)

COMPENSATION

This position is paid: $24 per hour (after 2-week training period at $20/h)

Additional Perks:

• 30% discount on Farm To People
• PTO: 1 hour earned per 30 hours worked
• Partial coverage of company health insurance plan

SCHEDULE:

Tuesday to Saturday, 40 hours per week

Compensation

this position is: hourly, $20/hr +

Application instructions

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Deadline

no deadline