Customer Service Representative

COMPANY DESCRIPTION Farm To People is a fast-growing online grocery delivery service specializing in sustainably-sourced, local fresh produce and artisanally produced foods. Our customers can subscribe to a curated Farm Box or can choose to shop à la carte. We deliver 5 days per week and are rapidly expanding in the NYC market. We have a vast and ever-changing array of fresh produce, meats, dairy, bakery, and pantry items. JOB DESCRIPTION We're looking for a passionate customer service representative to join our team! The candidate needs to have excellent communication skills, writing skills, and Excel/Google sheets skills. This role requires attention to detail, strong organizational skills, the ability to work well with others, and the capability to meet tight deadlines while juggling multiple critical and time sensitive orders. You must understand business priorities, demonstrate the ability to proactively anticipate needs, and be a force for driving improvement. We need someone motivated, with a track record of high performance and demonstrated ability to operate under pressure. The main duties include, but are not limited to, the following: Customer Service: • Promptly answer written customer service tickets • Answer calls & SMS from customers during in-office hours • Proactively communicate product shortages to customers via email; issue credits accordingly • Collaborate with the team to identify and track issues and trends to improve customer experience • Work with the team to maintain consistency between the product & our online communication • Become an expert on the operations and mission at Farm To People Delivery Dispatch: • Work with our fleet to ensure a smooth delivery experience for our customers • Identify opportunities to create new customer experience processes and improve current ones • Serve as the point of contact for all drivers while they make deliveries • Field calls from customers while deliveries are being made via delivery app and google voice • Help answer any customers questions regarding their account or delivery • Complete written customer service tickets when not handling delivery issues • Properly log all delivery issues • File support requests for delivery software when necessary Candidate should have: • Superior communication skills • Admiration for the “Zappos way” of approaching customer service • Passion for food and an broad knowledge of produce varieties and growing practices • Extensive food knowledge (ability to suggest recipes/ways to prepare certain ingredients, food safety protocol, etc) • Advanced Excel/Google sheets and other online software skills • Ability to take initiative, identify and resolve issues, and support a positive and professional work environment • The ability to work with the following schedule: Sunday (Remote): 10am - 6pm; 2-3 days a week between Monday and Thursday (in office): 9am - 1pm • Ability to learn multiple internal systems & processes quickly • A detail-oriented work ethic with a deliberate pace • Exceptional & empathetic written communication skills • A love of learning & the ability to keep up with a constantly changing environment • A motivated, positive, and empathetic attitude COMPENSATION This position is paid: • $20 per hour (after 2 week training period at $18/h) Additional Perks: • 30% discount on Farm To People • PTO: 1 hour earned per 30 hours worked • Take home shrink food at the end of the day • Partial coverage of health benefits SCHEDULE 40 hours per week; Sunday to Thursday. --- ONLY ONLINE APPLICANTS WILL BE CONSIDERED Job Types: Part-time, Contract Pay: $20.00 per hour Benefits: • Paid time off • Work from home Work Location: In person