Customer Experience Agent

Remote

Shifts: 9-5pm PST / 11am-7pm CST / 12-8pm EST

At Goldbelly, we believe in the emotional power of food. We believe that food brings people together, so we've created a place that connects people with their greatest food memories, experiences and desires. We’ve built a platform that empowers small shops, chefs and restaurants and inspires their passion. Our mission is to bring you comfort through food.  Whatever you dream of. Wherever you are.

The Customer Experience (CX) Team at Goldbelly drives customer loyalty, engagement and value by providing exceptional customer experiences across all channels and touch-points. CX Agents are responsible for delivering an exceptional, differentiated and “concierge-like” customer experience, to our community of food-explorers.

Responsibilities:

• Provide world-class customer service in all interactions with customers and think creatively about ways to optimize each customer’s experience.
• Become an expert with internal CX systems and product offerings in order to efficiently and effectively resolve inquiries via phone, email and live chat. 
• Review and respond to time-sensitive questions, comments, and problems, working alongside internal partners and merchants alike. 
• Strive to meet and exceed quality and performance metrics.
• Actively listen and remain empathetic to the needs of each and every customer, tailoring solutions to provide the best experience possible. 
• Proactively identify and share key insights observed in handling volume with leadership. 
• Flex to support ad-hoc tasks or projects as needed.

Who You Are:

• You are customer obsessed and truly passionate about helping others.
• You can adapt and thrive in a fast paced, rapidly changing environment.
• You are highly detail and solution oriented, always willing to go above and beyond. 

What We Are Looking For:

• 2+ years of experience in customer service (e-commerce or hospitality preferred).
• Experience working in a high volume environment, handling inquiries across multiple channels of communication (phone, email, live chat). 
• Experience using Zendesk or similar CRM platforms.
• Strong interpersonal and communication skills with the ability to communicate. professionally, patiently and effectively with both customers and colleagues.
• Excellent written communication skills, including tone, grammar and punctuation.
• Comfortable resolving sensitive issues and diffusing escalated scenarios.
• Flexibility to work an assigned schedule of 40 hours per week including weekends and holidays. 

Benefits

• Solid compensation package
• Comprehensive benefits - medical, dental, and vision
• Company HSA and Dependent Care FSA
• Feel relaxed with super generous paid-time-off
• 25% off Goldbelly
• Grow with us - opportunities for upward mobility
• All of this and much, much more

Working at Goldbelly

At Goldbelly, we believe in the emotional power of food.  We believe that food brings people together, so we've created a place that connects people with their greatest food memories, experiences and desires. We’ve built a platform that empowers small shops, chefs and restaurants and inspires their passion.  Our mission is to bring you comfort through food.  Whatever you dream of. Wherever you are.