Job Details
The Customer Advocate is the friendly voice on the other end of the line helping answer all of our online customers questions, placing their orders, and fixing any problems. As their first point of contact, the CA becomes the face of Jeni s to our customers. The ideal candidate will be relentlessly upbeat, intelligent, and enjoy helping sweet grandmothers send ice cream to their grandkids, and helping sweet grandkids send ice cream to their grandmothers.
OUR COMPANY: Jeni s Splendid Ice Creams is a modern American ice cream company dedicated to making better ice creams and bringing people together. Founded in 2002 by James Beard Award-winning ice cream maker Jeni Britton who introduced a modern, ingredient-driven style of ice cream making that revolutionized the industry, forever changing the way ice cream is made Jeni s has emerged over the past two decades as the new standard by which all other ice creams are judged. Today, the creative-led, community-spirited company is a certified B Corporation with 80 scoop shops (and counting), an online shop with nationwide shipping at jenis.com, and distribution in top grocery stores across the country.
OUR MISSION: Team Jeni's is a nationwide team of people who bring their talent, hustle, guts, resilience and empathy (lots of heart, too) to making better ice creams and bringing people together. Working at Jeni's means devotion to service. Serving by caring about ourselves, each other, our communities, ice creams and customers. We are a force for good!
The CA is responsible for:
- Communicating with customers via phone calls, online chats, and emails in a professional and helpful manner.
- Organizing and placing bulk orders for holiday gifts, and catering events.
- Righting wrongs and advocating for customers.
- Getting to know customers, many on a first-name basis, and providing them with world-class customer service that is on par with our ice creams.
- Written and verbal communication.
- Working to become an expert in all things Jeni's (and being able to answer any and all questions customers may have) including:
o Products
o Flavor suggestions
o Placing, altering, and tracking orders
o Knowledge of marketing promotions
o Wholesale and Scoop Shop ongoings
o Shipping policies
o Allergen information
Qualified applicants will have the following:
- 1-2 years of direct customer service experience
- 1-2 years experience in a dedicated selling/service environment
- Demonstrated customer service expertise, including a strong desire to quickly respond to and satisfy customer needs
- Strong verbal and written communication skills, as well as an ability to empathize and connect with customers
- The ability to manage multiple competing priorities with excellence and efficiency
- Excellent attention to detail
- The ability to learn quickly and develop the skills to rapidly become a master user of our CRM platform and systems. Prior experience with CRM and PLEX a plus (desired but not required)
The position is eligible for the following benefits:
- Excellent insurance (health, dental, vision)
- Paid time off, including sick, vacation, and holiday pay
- 401k participation and 4% match on 401k contributions after 3 months of employment
- A one-month paid sabbatical after 3 years of continuous service
- Annual paid day to volunteer for a non-profit organization that matters to you
- 50% discount at Jeni s Scoop Shops and online
Jeni's is an equal opportunity employer. Said our way, we love and honor differences, and we love sharing common values such as talent, hustle, guts, resilience, and empathy. Our differences are a primary source of our team's strength and we crave having a team rich with diversity which is creativity and art in its human form.