**Experienced Senior Customer Service Representative – Digital & Remote Coffee Retail Expert**

About Our Company

At , we're passionate about brewing more than just great coffee – we're dedicated to creating a positive impact on our customers, employees, and the environment. As a certified B Corporation, we prioritize people, profit, and planet in everything we do. Our commitment to quality, sustainability, diversity, and inclusion has earned us a reputation as a leader in the coffee retail industry. We're now seeking an experienced Senior Customer Service Representative to join our team and help us continue to grow and thrive.

Why Consider This Job Opportunity?

We're excited to offer a unique and rewarding opportunity for the right candidate. Here are just a few reasons why you should consider joining our team:

* Competitive Salary: Up to $55,000 per year, depending on experience
* Career Advancement Opportunities: We're committed to helping our employees grow and develop their careers within our organization
* Remote-Based Opportunity: Work from the comfort of your own home and enjoy a better work-life balance
* Total Rewards Package: Enjoy a comprehensive benefits package, including a 401(k) with company match and healthcare coverage
* Join a Certified B Corporation: Be part of a company that's committed to making a positive impact on the world

What To Expect (Job Responsibilities)

As a Senior Customer Service Representative, you'll be responsible for providing exceptional customer service across all digital platforms. Here are some of the key responsibilities you'll be expected to perform:

* Subject Matter Expert: Act as a subject matter expert across all digital platforms for customer communication, including live chat, email, and social media
* Content Creation: Write engaging content daily to help educate and inform our customers
* Customer Engagement: Engage with customers via live chat and email to resolve issues and provide support
* Crisis Management: Respond to negative feedback and crisis management situations in a timely and professional manner
* Service Level Maintenance: Maintain service levels and assist in the education of outsourcing partners
* Training and Quality Support: Support training and quality teams in delivering digital knowledge and training to ensure exceptional customer service

What Is Required (Qualifications)

To be successful in this role, you'll need to possess the following qualifications:

* High School Diploma or GED: A high school diploma or equivalent is required; a Bachelor's degree in Communications or a related field is preferred
* 2+ Years of Experience: 2+ years of experience in managing ratings and reviews sites and social media handles is required
* Proficiency in MS Office: Proficiency in MS Office (Word, Excel, Outlook, Teams) is required
* Excellent Customer Service Skills: Excellent customer-service, communication, and organizational skills are essential
* Ability to Work Independently: Ability to work independently, identify sensitive situations, and manage multiple live chats is required

How To Stand Out (Preferred Qualifications)

While the above qualifications are required, we're also looking for candidates who possess the following preferred qualifications:

* Experience in Customer-Facing Environments: Experience in customer-facing environments with live chat and digital platforms is highly desirable
* Strong Analytical Skills: Strong analytical skills and flexibility to work weekends are preferred

Career Growth Opportunities and Learning Benefits

At , we're committed to helping our employees grow and develop their careers. Here are some of the career growth opportunities and learning benefits you can expect:

* Professional Development: We offer regular training and development opportunities to help you grow and develop your skills
* Mentorship Program: Our mentorship program pairs you with experienced colleagues who can provide guidance and support
*