Customer Happiness Associate

New York City

Type Corporate
Location Office
Reports to Manager of Customer Happiness
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At Baked by Melissa we think of our Customers' Happiness in everything we do. From the way we communicate, to the products we develop, and the decisions that we make. Because we exist to make our customers happy. As a Customer Happiness Associate, you will work with a team of passionate, friendly, individuals to ensure that our customers are happy and satisfied with their experiences at Baked by Melissa. This will include answering common questions, creating or editing orders, building relationships, and finding solutions to problems when they occur.

Essential Responsibilities

  • Manages a high volume of incoming customer phone calls in a friendly, knowledgeable manner
  • Answer customer emails in a timely and friendly manner
  • Connect with customers in real time on LiveChat by answering their questions with kindness and professionalism
  • Knowledgeable about the products, promotions, and other offerings of Baked by Melissa
  • Place orders for customers over the phone (In-Store Pick Up, Manhattan Delivery, and Nationwide Shipping)
  • Coordinate with our Store, Delivery, and Shipping teams to facilitate successful fulfillment of all customer orders (whether placed online or over the phone)
  • Seeks to make every customer's experience with our Customer Happiness team one that is positive, special, and memorable!

Requirements

  • Excellent communication skills, both verbal and written
  • Ability to work effectively in a fast-paced environment
  • Tech savvy, experience with Mac and/or Google Apps is a plus
  • Excellent decision making abilities
  • Magento experience is a plus
  • 1+ year experience in a call center
  • Flexible availability - including holidays and weekends - is required
  • 2+ years experience in a customer support role

Benefits & Perks

  • Comprehensive benefit package, including health, dental, and vision insurance
  • Commuter Benefits
  • Music, In-office cupcakes at all times, and Bagel Fridays!
  • And of course, a discount on our amazing bite-size cupcakes!
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