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Food as Medicine

Customer Service Representative

$40k – $50k
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We are looking for a motivated, customer-focused individual to join the Epicured family. You will serve as the “voice of Epicured” for our existing customer base, fielding incoming customer requests and thinking critically to solve problems, drive satisfaction, and ensure customer retention. You will also play a pivotal role in our outbound engagement strategies, pitching product services and developing relationships with prospects and clients. The ideal candidate will have excellent communication skills, comfort with data and CRMs, and have prior experience as a customer service representative/customer success team member. Your contribution will have an immediate impact on the success of the company.

What you’ll be doing:

- Receive, prioritize, and return inbound phone calls, emails and chat messages from customers, prospects, and clinicians.
- Triage inbound communication across channels (i.e phone, email, chat, social), to determine customer and prospect needs and ensure satisfaction.
- Understand customers’ concerns and complaints, determine the cause of their problems, and think critically to identify the best solutions.
- Maintain an organized ticketing pipeline and activity records using a CRM.
- Expedite issues as appropriate and follow up to ensure resolution.
- Answer product and service questions, and suggest information about other products and services that customers may be interested in.
- Build relationships with customers in order to upsell and cross-sell products effectively.
- Perform outbound customer outreach initiatives, including cancellation and skip interventions.
- Monitor and respond to social media postings to provide assistance and general information for customers, prospects, clinicians, and others engaged with the Epicured brand.
- Drive internal efficiency and bolster customer satisfaction by continually studying, evaluating, and suggesting improvements about Epicured’s customer experience to the Head of Customer Service.
- Categorize and assess new cancelations to identify patterns, propose solutions, and reinforce customer retention.
- Interface with delivery vendors to resolve issues arising for customers, and coordinate between stakeholders to ensure order fulfillment.
- Rectify invoices from delivery vendors to ensure accuracy.
- Reach and exceed key performance indicators including (1) first response time, (2) tickets closed, (3) ticket efficiency (time elapsed to close), (4) number of successful cancellation/skip interventions, (5) customer satisfaction/retention rate, and (6) percentage of tickets escalated.


Qualifications:

- 1-3 years as a Customer Service Representative (e-commerce customer service experience is a plus).
- Exceptional verbal telephone communication and written communication skills.
- Experience with CRM and workflow tools such as Hubspot, Zoho, etc.
- Detail-oriented, commitment to quality work products, and well organized.
- Strong analytical and problem-solving skills.
- Ability to work independently and multi-task.
- Excellent ability to project manage initiatives.
- Demonstrated ability to establish and maintain relationships with co-workers, clients, and senior leadership.
- Experience engaging with high-value customers.

You should:

- Be an early riser - willing to answer and resolve delivery issues as early as 5AM.
- Possess a strong sense of urgency and an ability to analyze and solve problems.
- Have a positive, team-focused attitude.
- Be passionate about positive customer service experiences and outcomes.
- Demonstrate sound judgment and decision-making.
- Accept accountability and take pride in your work.
- Be self-motivated and self-directed.

What you need to know:

- Full-time, onsite.
- Current location: New York City.
- Competitive salary and benefits package.
- Discounts on Epicured products.
- We cannot sponsor visas at this time.

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