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Customer Service
Dr Bronner’s Hiring for CUSTOMER EXPERIENCE REPRESENTATIVE (TEMP) Job at United States Full Time
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Overview:
Dr. Bronner’s Company Culture
Starting Wage
Status
Location and Hours
Who You Are & What You’ll Do
What You’ll Need to Succeed
Dr. Bronner’s Company Culture
Cool, kind, and capable employees are core to Dr. Bronner’s company culture! Our people are our greatest strength—strong and healthy relationships drive our success. Our workforce is impassioned, collaborative, engaged, and shares a commitment to diversity, inclusivity, and equity. Respect for differences in perspective and experience enriches our community with a sense of belonging. We seek to model a better, more just and caring world in how we show up for work, and how we show up for each other!
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Starting Wage
$24.20/hr
Status
Temporary, with an estimated end date around August/September 2023. (Subject to change.)
Location and Hours
Remote
Must be able to work M-F, 6:45 am to 3:25 pm PST.
Responsibilities:
Who You Are & What You’ll Do
You work independently and are comfortable navigating phone and virtual customer inquiries. You are a natural communicator, with a positive attitude, and have a passion for building customer relationships. You strive to respond to every inquiry with care, no matter how big or small. Organization comes easy to you, and task management is your strong suit.
Your duties will include to:
- Respond to ~50 daily customer phone, e-mail, and chat inquiries.
- Resolve product, service, and order issues 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.
- Assist with drbronner.com order cancellations, modifications, refunds, and replacements.
- Resolve customer complaints and complaint resolutions: refunds, replacements, discounts, coupons, etc.
- Collaborate with cross-functional departments (Quality Assurance, Marketing, Going Green) to ensure consistent and accurate customer communication and services amongst multiple Customer Experience teams.
- Train on products, company, and brand advocacy to readily respond and to prepare customer facing responses.
- Meet individual and team fulfillment key performance index goals by strengthening and maintaining productivity, performance, and service provided to customers.
- Maintain an average call wait time of 4 minutes and an average wrap-up time of 4 minutes.
- Maintain a maximum e-mail response time of 2 business days and average case resolution time of 3 business days.
Qualifications:
What You’ll Need to Succeed
- High school diploma or equivalent.
- 1-3 years of experience in customer service or business administration.
Any combination of educational and work experience that would be equivalent to the stated minimum requirements would qualify for consideration of this position.
Dr. Bronner’s is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
