Company description

Farm To People is a mission-driven startup determined to build a better food system by connecting consumers directly with the source of their food. Our online grocery delivery service specializes in sustainably-sourced, locally grown fresh produce and artisanally produced foods. Our customers can choose to subscribe and/or shop à la carte for delivery, available 7 days per week in all five boroughs of NYC, as well as select parts of New Jersey, Westchester, and Connecticut. We’re Brooklyn-based with our office and warehouse located in Bushwick.

Job description

Farm to People is looking for an empathetic, customer-focused “people person” to join our small, dedicated team, helping us deliver an exceptional online grocery experience.

As a fast-growing company driven to change the way people eat and engage with their food, we maintain a strong commitment to ensuring that shopping for and getting delivery of fresh, local food is accessible, convenient and downright fun. As a member of our CS team, you’ll help us accomplish this by listening with empathy, responding with concern, and providing our customers with the knowledge and assistance they need to eat locally and live well.

What You’ll Do

• Assist customers with their questions, concerns, and requests via phone call, text message & email consistent with brand voice
• Communicate customer concerns to appropriate teams (operations, fleet, technology, etc.) to effect necessary change and prevent recurrence of undesired customer experiences
• Track and monitor key performance indicators (e.g. email response times, delivery satisfaction survey responses, and credits/refunds issued, etc.)
• Field phone calls and text messages from delivery drivers who require assistance locating or communicating with customers while on their delivery route
• Identify high-volume, repetitive workows and partner with tech to design automated solutions (AI triage, auto-tagging, suggested replies, proactive notications, self-serve ows).
• Measure automation impact on response time, resolution rate, labor allocation, and CSAT.
• Develop and maintain updated snippets, templates, and workows to ensure quick, accurate, and consistent responses.
• Collaborate with the Tech team to test and prioritize improvements to both customer-facing platforms and internal support systems.
• Collaborate with the Fleet team to communicate and troubleshoot customer delivery experiences
• Serve as customer’s voice and advocate in internal team meetings, ensuring all decisions are made with respect to customer aversions and desires
• 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
  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
• Analytical thinker with the ability to turn data into actionable strategies
• Self-professed foodie with a broad knowledge of produce varieties, growing practices, and clean ingredients.
• 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)
• Change agent willing and able to keep up with the constantly evolving challenges of grocery delivery

Schedule

This is a full time position with a variable schedule. Availability Tuesday-Saturday is strongly preferred.

This position is paid: $24 per hour (after 4-week training period at $20/h)

Additional Perks:

• 30% discount on Farm To People
• PTO: 1 hour earned per 30 hours worked
• Up to 80% coverage of health insurance plan

Compensation

this position is: hourly, $20/hr +

Application instructions

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Deadline

no deadline