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Customer Care Specialist (Remote)

Company: SEB Professional
Location: Tustin
Posted on: January 16, 2022

Job Description:

Job Category: Call CenterRequisition Number: CUSTO01003Posted: 2021-11-19Schedule: Full-TimeQualificationsBehaviorsEnthusiastic: Shows intense and eager enjoyment and interestTeam Player: Works well as a member of a groupDedicated: Devoted to a task or purpose with loyalty or integrityDetail Oriented: Capable of carrying out a given task with all details necessary to get the task done wellMotivationsSelf-Starter: Inspired to perform without outside helpDescription: Customer Care SpecialistABOUT SEB PROFESSIONAL NORTH AMERICAYou may not know, but our products are part of everyday life for everyone, even you. We're a small company that's big business. If you're looking to put your love of coffee to work, keep reading. We are SEB PROFESSIONAL North America, the leader in high-end automated coffee and espresso machines. You may know us better by our brands: Schaerer, WMF, and Wilbur Curtis. Chances are you may have used our products this morning at Dunkin Donuts, Starbucks, or Tim Hortons on your morning coffee run. And we just keep growing, which is why we are looking for people like you to join this team. If you're looking to solve problems and blaze trails in the coffee business, we would love to talk to you.What you'll do:In this role:--- Engage with customers via inbound calls; confirming or clarifying information, and explaining possible solutions, ensuring that clients feel supported and valued, and diffusing angry clients--- Identify and resolve product issues and address customers' needs, complaints, or issues with our products. --- Troubleshoot with customers over the phone/emails and conduct basic root cause analysis on basic operational problems to avoid unnecessary downtime of equipment and nuisance costs.--- Gather detailed information and a basic overview of service issues and create a service case in the Salesforce CRM system with all relevant information with prioritization and categorization based on drop-down lists for closure or follow-up by the dispatch team.--- Review eligibility for warranty repairs and maintenance; enter accurate service call records with an appropriate severity rating.--- Review machine case history and escalate recurring issues to escalation point of contact as needed.--- Provide timely and professional support for customers, including data collection, troubleshooting, problem resolution while remaining empathetic to customers' situation. --- Understanding and striving to meet or exceed call center metrics and expectations.This position is work from home during the pandemic. You must be located in Southern California. RequirementsPeople who are successful at SEB PROFESSIONAL are driven, focused, and assertive, who have limited patience for the status quo. If this sounds like you, we would love to see you apply and learn more about you!Do you have the following skills?--- High School Diploma or GED or equivalent experience. --- The ability to multi-task and pay attention to even the smallest detail. --- Are you able to think through logical solutions for customers to provide answers to the customer and surmise resolutions for various issues that may arise?--- Exceptional time-management skills with a drive to achieve business goals.--- Thrive in a fast-paced environment. --- Able to exhibit patience and confidence with a diverse clientele; while employing active listening skills to diffuse tense situations. --- A self-starter who is always looking for ways to do things better for your customers.--- Strong customer service skills with a desire to resolve issues for your customers. --- The ability to communicate with a diverse group of people (customers, service providers, and internal staff) by using exceptional verbal and written communication. --- Professional phone etiquette.--- Able to maintain a typing speed of at least 35 wpm while speaking to customers on the phone. This job does have some physical demands as well. Can you:1. Heavy phone and computer use.2. Some weekends/holiday work is required on a rotational basis. Compensation & Benefits: What's in it for you?SEB PROFESSIONAL North America provides a competitive compensation package including health and welfare benefits, paid time off and a retirement savings program.What it's like to work hereAt SEB PROFESSIONAL, you have the autonomy to solve problems big and small. You may falter, but with the freedom to try comes the responsibility to course correct. Your big ideas, new thinking and passion for coffee fuel millions of people as they take on their day. We roll up our sleeves, bringing joy to coffee drinkers everywhere. Here, it's not just a cup of coffee it is countless hands building, thinking, and creating that sparks passion around the world.

Keywords: SEB Professional, Tustin , Customer Care Specialist (Remote), Hospitality & Tourism , Tustin, California

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