Customer Experience Specialist

• 5000 - 6000 USD per Month
• Full Time
• Posted : one year ago

Who we are: Headquartered in Toronto, Open Farm is one of the fastest growing CPG companies in North America. We are transforming the way people feed their pets, with a focus on producing premium, healthy food, and treats, all ethically sourced from farm-to-bowl.

Reasons to join Open Farm!

The opportunity to grow, develop and make an impact with a mission driven, dynamic and fast-growing company!

Hybrid work environment that allows you to work from home three days a week!

Pet friendly office with many pet perks, including pet food subsidy, pet care subsidy, pet insurance discounts, and more!

Full suite of benefits with an emphasis on Wellness, including company wide Wellness Days throughout the year, annual Wellness Stiped, subscriptions to Better Help, generous vacation time and personal days, volunteer days, and more!

The Role: We are looking for a Customer Experience Specialist to join our team. In this role, you will have the opportunity to turn customers into advocates of our brands in a fun and fast-paced environment.

Our customers are important to us and we are seeking a hard-working, enthusiastic and solutions-oriented individual to be a primary point of contact for our customers. This person will be responsible for managing customer inquiries, across all communications mediums – live chat, phone, email, and social media – and will work cross-functionally to provide unparalleled customer service.

Responsibilities:

• Manage complex and sensitive live chat/call/email/social media escalations from customers through to resolution by investigating issues, identifying root causes and determining a resolution that ensures best in class service while meeting all regulatory and quality requirements.  
• Identify trends in customer issues/escalations while recommending and assisting in the implementation of controls to address the root causes
• Understand how to translate customer needs into improvement solutions and innovative ideas; must also be able to identify situations where exceptions can be made
• Provide prompt, accurate information, in a courteous, professional manner to customers and retailers ensuring best in class service is provided to enhance their experience with Open Farm
• Respond to inbound calls in a timely manner from both current and prospective customers and retailers, including but not limited to helping customers find stores in their location, nutrition questions, product inquiries, processing returns and exchanges etc.
• Help build our Open Farm community through prompt responses to all customer questions/comments and active community engagement on Facebook, Instagram and new channels that may come up
• Support our growing e-commerce businesses through customer engagement, product nutrition and technology support
• Provide superior customer support while delivering consistent key messages per the Open Farm guidelines
• Manage and coordinate service request tickets and escalate urgent issues to appropriate team members as needed
• Assist in development of robust customer service reports with KPIs and metrics to monitor issues and track performance
• Anything else that comes your way in helping us successfully build out a best-in-class customer support team
  
  

What You Bring to the Table:

• 1-2 years experience in a customer service or social community management position
• Experience in the pet industry, specifically pet food considered an asset
• Post-secondary degree or equivalent
• Bilingual is an asset
• Experience with Shopify (or other ecommerce CMS) and Kustomer or other CRM Ticketing systems is an asset
  
  

Our Values

We Raise the Bar | We Keep the Barn Doors Open | We Graze Lightly | We Lead the Pack | We are Inspired by Our Customers | We Have Fun Doing It

Open Farm values diversity in its workforce and encourages applications from all qualified individuals. Applicants requiring a disability-related accommodation at any stage of Open Farm's recruitment process should contact [email protected]. As required by legislation, Open Farm will consult with applications requesting such an accommodation to ensure that Open Farm's recruitment process takes into account their accessibility needs.

Skills

• Communication
• Customer Experience
• Customer Satisfaction
• CUSTOMER SERVICE
• Community Management