- Remote
Job Details
- Full-time
- $45,000 – $50,000 a year
Full Job Description
Job Overview:
Milk Street is a Boston-based food media company whose mission is to Change the Way You Cook. With an online store, radio show, magazine, cooking school and more, we offer an invitation to the cooks of the world to sit at the same table.
Role Summary:
We are looking for an empathetic & detail-oriented Customer Service Representative to join our online store team. As the first point of contact for many of our customers, you will play a vital role in building brand loyalty by providing timely, professional, and helpful solutions. The ideal candidate is a natural problem-solver who can maintain a positive attitude under pressure, and who cares about Milk Street’s mission and values.
We will train you on everything you need to know, while a background in our current systems is a plus, it is not required. You will be part of a team who is responsible for supporting you and ensuring you have what you need to be successful. You will partake in regular meetings to report on current customer concerns and be updated on the status of ongoing projects.
Responsibilities:
- Inbound Support: Daily monitoring of the customer service portal, and managing incoming customer inquiries in a timely manner.
- Phone Support: Take phone calls from customers asking for assistance with their subscriptions, orders, and more.
- Problem Resolution: Troubleshoot and resolve customer’s needs & questions with patience, accuracy, and kindness.
- Order Management: Assist customers with order tracking, returns, subscription questions, refunds, & more.
- Product Knowledge: Develop a strong knowledge of our products & store to provide accurate information and recommendations.
- Record Keeping: Accurately & efficiently document trends and concerns in Gorgias, Excel, Google Sheets, or other systems as needed.
- Collaboration: Work closely with the technical team & warehouse to escalate complex issues and provide feedback on customer trends.
Requirements:
- Education: High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).
- Communication: Exceptional verbal and written communication skills with a high attention to detail is required. Communicating when you need additional support from our team is also critical.
- Organizational Skills: Must be extremely well organized, be able to maintain records and track ongoing projects.
- Technical Skills: Proficiency in Microsoft Office Suite is a requirement. Experience with Shopify, Gorgias, Airtable, and/or a statistics background is a plus.
- Adaptability: Ability to multi-task, prioritize, and manage time effectively.
- Experience: 1+ years of experience in a customer-facing role (retail, hospitality, or call center).
Qualifications:
- Experience in the kitchen supply or the gourmet food industry.
- Strong conflict-resolution skills.
- 3+ years experience in a customer service or customer-facing role.
- Our ideal candidate can work Monday-Friday from 9-5 EST, but we are open to other schedule options.
Benefits:
Boston Office: While this position can be fully remote, if you’re local, two days per week in our Downtown Boston office are required. There is often delicious food on offer from our testing kitchen, new products to test & sample, large quarterly giveaways, and more!
Job Type: Full-time
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Pay: $45,000.00 – $50,000.00 per year
Work Location: Remote
Employee Discounts & subscriptions:
You will receive an employee discount for our online store, as well as a free Insider membership, copies of all of our new cookbooks, and a subscription to our magazine.
Other Benefits:
- Three weeks vacation
- Twelve Company Holidays
- Half-day Summer Fridays (Memorial Day – Labor Day)
- Health, Dental and Vision Plans offered
- 401K savings plan offered
Method Of Application
Interested and qualified candidates should send their CV to the Email below by clicking on the APPLY HERE LINK below to start filling out the application form and submit it before the deadline.
ekimball@cpkkitchen.com
Deadline: Not Disclosed
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