Community Coffee Hiring for Customer Care Representative at Baton Rouge, LA Full Time

Department: Customer Care

s To: Customer Care Supervisor

Travel Required: Limited to no travel

Why Join Community Coffee?

Community Coffee Company is the #1 family-owned and operated retail coffee brand in America. Rooted in family and tradition, yet always looking to the future, you can expect a fast-paced environment that is both challenging and rewarding. Join us and make your passion your profession!

Position Overview

The Customer Care Representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and services and communicating effectively with team members of the Customer Care Department.

Function Related Activities/Key Responsibilities

• Answers incoming calls/emails, answers general customer inquiries and routes calls to proper party or voice-mailbox and records and distributes messages accordingly.
• Dispatches equipment service calls to service technicians.
• Identify and assess customers’ needs to achieve satisfaction
• Meet personal/team call handling metrics
• Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
• Generate sales by giving product information to customers, upsells and pitches promotional activities via phone orders or email
• Generate new recurring shipment customer growth by converting new or existing customers to recurring shipments
• Generates sales orders via SAP for product sample requests for both internal and external customers
• Records and maintains sales and delivery information inside internal systems
• Collects credit card payment from customers on phone orders
• Monitors E-com site for fraudulent activity and s to Manager
• Issues credits/refunds in Chase Paymentech systems and through Znode site
• Provide feedback on the efficiency of the customer care process
• Demonstrates behaviors that support established company values
• May be requested to perform different or additional duties as assigned

Position Requirements

• High school diploma or equivalent.
• Passing score on aptitude test required in lieu of high school diploma or equivalent.

• One or more years related experience, preferably in a customer service call center environment
• Experience with Community Coffee, even if unrelated, may fulfill this requirement at the discretion of the hiring manager with approval from Human Resources.
• Ability to operate multi-line telephone console.
• Knowledge of Microsoft Office, SAP, order-entry systems and the Internet

What We’re Looking For


• Ability to communicate clearly and professionally

Physical Demands/Work Environment

Required

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to do the following:

• Frequently required to sit
• Occasionally required to stand; walk; use hands to finger, handle or feel objects, tools or controls and reach with hands and arms; and talk or hear
• Occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus
• Office Environment: Most of the duties of this position will be performed inside an office environment. The noise level in the work environment is usually quiet

Our Values

Champion People Welcome Individuality, Learn Together, Encourage Each Other

Inspire Creativity Dream big, Think Fresh, Make It Happen

Wow Our Customers Serve with Purpose, Exceed Expectations, Do What’s Right

Serve Our Communities Be Genuine, Bring Joy, Make a Difference

Win Together Be Brave, Have Fun, Celebrate

Community Coffee Company offers a competitive salary and benefits package including health, dental, vision, life insurance, 401(k), short- and long-term disability, paid time off and employee assistance program.

Community Coffee Company and its subsidiary companies will provide equal employment opportunities to all applicants and employees without regard to an applicant’s or employee’s race, color, religion, sex, sexual orientation, gender identity or expression, gender, genetic information, uniformed service, national origin, age, veteran status, disability, pregnancy, or any other status protected by federal or state law. Community Coffee Company will provide reasonable accommodations to allow an applicant to participate in the hiring process (e.g., accommodations for a test or job interview) if so requested. When completing this application, you may exclude information that would disclose or otherwise reference your race, religion, age, sex, genetic, veteran status, disability or any other status protected by federal or state law. Community Coffee Company will also provide reasonable accommodations to allow an employee to perform the essential functions of a position, as required by applicable law. This application is considered current for sixty (60) days only. At the end of this period, if you are still interested in employment, it will be necessary for you to reapply by completing a new application.

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