Remote Customer Experience Agent

Company: Fellow
Location: Phoenix
Posted on: January 16, 2022

Job Description:

Fellow is looking for a positive, thoughtful, and quick-thinking Customer Experience Agent to support the use of our coffee tools out in the wild.

Full-time position available (40 hours/week) available remotely anywhere in the United States.

Customers have questions; you will have answers. Your job will be to answer customers' questions in a timely manner and be their voice as we develop new products and refine the ones we have.

Fellowproducts.com is the epicenter of the Fellow brand. You'll help ensure a positive and frictionless relationship with our closest customers. Your domains will include the following:
Customer Service: Where is our stainless steel from? How do I brew pour-over? When is my order arriving? You'll be fielding all in-bound customer service emails and questions through Zendesk, live chat, and our social channels (i.e., Instagram, Facebook, Twitter). You'll not only process returns, deal with disputes, and prevent fraud, but also help customers fine-tune their brew recipe and pick out the perfect Fellow gift.
Order Logistics and Fulfillment: You will be one of our key points of contact with our fulfillment warehouses around the world. You will help ensure timely deliveries of B-to-C orders and provide support when needed.
Product Expert: You will be intimately familiar with our product line. You will answer specific product questions, and be able to help customers find the best product for their home or business.

A typical shift could look as follows:

You will answer all customer emails and chats quickly and efficiently via Zendesk, look into missing/late shipments via our fulfillment platform, identify trends in customer feedback and report these to the Operations team, and come up with creative solutions to keep customers happy.

A bit about Fellow:

Fellow began as a Kickstarter and grew into an online shop and IRL storefront in San Francisco's Mission District. We bring the third-wave coffee experience to people's homes, via beautifully designed coffee-ware. We currently have a small, passionate, and committed team that loves to see coffee tools come to life.

A bit about you:

You're thoughtful, creative, and love helping people. You're an excellent communicator and are proactive about finding and fixing issues. You're familiar with the small batch coffee movement and keep hearing how tasty the espresso is at Verve.

You're also excited to offer new ways for the company to support customers more effectively through communication, design, and marketing.

Lastly, you're fun and friendly but know when to get down to business. We have some great coffee-related jokes for you.

Requirements
2 - 3+ years of remote experience in e-commmerce customer service / customer experience
High proficiency with computers and online tools such as Zendesk, Shopify, & G Suite.
Experience answering a high volume of customer inquiries via email and live chat
Excellent writer and all-round communicator
Ability to work occasional overtime during high volume periods
An appreciation for specialty coffee would be a nice bonus, but not required

Benefits
Competitive compensation including employee equity plan
Generous paid time off plan
401k with company contribution after 6 months of employment
Medical/dental/vision insurance
Better Yourself Wellness credit & Better Your Community donation matching
Specific benefits for remote employees
Best coffee anywhere

Our highest goal at Fellow is creating a safe, inclusive, and rewarding environment where everyone can bring their whole selves to work and thrive. We are committed to building diverse teams and strongly encourage people from underrepresented groups, including but not limited to women, people of color, LGBTQIA+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

Fellow is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity, gender expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.

Keywords: Fellow, Phoenix , Remote Customer Experience Agent, Sales , Phoenix, Arizona