Customer Service Representative - Tier 1 Support: Delivering Exceptional Experiences in a Global Gifting Industry Leader - Remote Work Opportunity

About Edible Arrangements: A Leader in the Gifting Industry Since our founding in 1999, Edible Arrangements has evolved into a modern gifting destination, celebrating life's special moments with a wide range of delicious treats and innovative gifts. With nearly 1,000 locally owned and operated franchise locations globally and a robust online e-commerce hub, we're committed to making every occasion special. Our products go beyond iconic fresh fruit bouquets to include baked treats, fresh flowers, dessert boards, platters, and more. Our Purpose and Values At Edible Arrangements, we're guided by our 5Ps: * **Our Promise**: Experiences that WOW. * **Our Products**: Remarkably fresh. * **Our Places**: Interactive and creative. * **Our People**: Create special memories. * **Our Purpose**: To celebrate what's good in life. We're dedicated to providing exceptional customer experiences, and we're looking for a talented Customer Service Representative to join our team. Job Summary We're seeking a highly skilled and customer-focused Customer Service Representative - Tier 1 Support to provide top-tier service to our customers. As the first point of contact, you will handle inquiries, resolve problems, and ensure a positive customer experience. If you're passionate about delivering exceptional service and have a keen focus on providing solutions, we want to hear from you! Key Responsibilities * **Customer Inquiries**: Answer incoming calls, emails, and chats from customers regarding orders, product information, delivery statuses, and other inquiries. * **Issue Resolution**: Quickly and efficiently resolve customer issues, including late or incorrect orders, delivery concerns, and product questions, ensuring a positive outcome for the customer. * **Order Management**: Assist customers in placing, tracking, and modifying their orders, as well as processing refunds or replacements as needed. * **Product Knowledge**: Stay up to date with Edible's product offerings and promotions to provide accurate information to customers. * **Customer Experience**: Maintain a friendly, empathetic, and professional demeanor in all interactions, ensuring customers feel valued and supported. * **Documentation**: Accurately document customer interactions, issues, and resolutions in the CRM system to ensure a clear history of service. * **Escalation**: Identify when issues require escalation to higher support tiers or other departments (e.g., operations, marketing, supply chain) and ensure resolution is accomplished and ticket is closed. * **Customer Feedback**: Collect and relay customer feedback regarding products and service to help improve the overall customer experience. * **Multitasking**: Manage multiple communication channels (phone, email, chat) while maintaining a high level of service and efficiency. Requirements and Qualifications Essential Qualifications: * **Customer Service Experience**: Customer service experience in a consumer-facing industry, such as retail, hospitality, or similar. * **Microsoft Office Proficiency**: Proficiency and experience with Microsoft Office products. * **Education**: High School diploma or equivalent; college degree preferred. * **Bilingual Skills**: Bilingual skills (especially Spanish) are a plus. Preferred Qualifications: * **Industry Experience**: Experience in the gifting or food industry. * **CRM System Experience**: Experience with CRM systems and software. Essential Competencies * **Customer Service**: Prioritize providing superior customer service by listening carefully to understand the request/problems and working with urgency to provide solutions, leaving a positive impression for your customer. * **Multitasking**: Multitask while managing a high volume of incoming tickets with ease and prioritize work to ensure deadlines are met. * **Pressure Management**: Work well under pressure when faced with challenging situations. * **Communication**: Demonstrate confident and succinct communication skills (verbal and written). * **Self-Motivation**: Self-motivated individual with a keen focus on delivering results. * **Technical Skills**: Pick up on technical tasks quickly, such as learning and operating new systems and software programs, and are motivated to learn new skills and knowledge. * **Teamwork**: Contribute to a team-oriented environment and are excited to work alongside peers and cross-functional partners. What We Offer * **Remote Work Opportunity**: Work from home flexibility, fostering collaboration and relationship building with peers, cross-functional partners, and leadership. * **Industry-Leading Company**: The stability and resources of an industry-leading company successfully operating for 25 years, with the agility and innovation of a startup, allowing you to make a significant impact and shape our future. * **Growth and Development**: Growth and development opportunities, with abundant opportunities for personal and professional growth as we scale in size and sophistication. * **Comprehensive Benefits**: Healthcare plans that include health/dental/vision insurance, 401K Plan, company-paid life insurance, and short-term disability, flexible spending account options, and more. * **Paid Time Off**: Paid time off, including sick days and holidays to support work-life balance. Schedule and Work Environment * **Schedule**: Monday - Friday, 9am to 6pm with rotating weekend support (Saturday 9-6 and Sunday 9-5). The role will require working on holidays and/or extended hours during Peak Holidays, including some overnights. * **Work Environment**: Remote work opportunity with flexibility to work from home. How to Apply If you're passionate about delivering exceptional customer experiences and have the skills and qualifications we're looking for, please submit your application today. We can't wait to hear from you! We are proud to be an EEO/AA employer. Applicants for employment are considered without regard to race, creed, color, religion, sex, sexual orientation, marital status, national origin, age, and disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard. Apply for this job