Customer Service Specialist
No longer accepting applications at this time
About the role:
Souper Cubes is looking to hire an experienced customer service specialist. This role will be the primary contact for all customer inquiries for our direct to consumer website. Additional responsibilities include supporting our “Freezer Meals and Recipes” Facebook group. Managing customer service will be the primary function of this position.
Customer Service Role: Interact with customers to provide basic or scripted information in response to routine inquiries about products and shipping updates. May handle and resolve general complaints or questions. Listening to customer voice mails regarding orders and questions, and returning their phone calls. Most customers ask for shipping updates, tips on how to use or clean Souper Cubes, to set up a return, and letting us know if a shipping carrier damaged a part of their order upon delivery. Additional tasks include keeping records of customer interactions, recording details of inquiries, complaints or comments, as well as actions taken.
Social Media Community Engagement and Support: Freezer Meals and Recipes is a growing group on Facebook with over 30,00 members. Approve membership requests that meet our criteria and scan the posts for any content that violates our group rules. Ideally, we’d love someone who is interested in building community by engaging the members with polls, recipes, and useful content as well.
Preferred Knowledge:
- Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
- Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.
- Computers and Electronics — Knowledge of customer service platforms, such as Gorgias for responding to customer inquiries. Knowledge of moderating groups on Facebook and other social media platforms.
Preferred Skills:
- Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
- Speaking — Talking to others to convey information effectively
- Service Orientation — Actively looking for ways to help people.
- Reading Comprehension — Understanding written sentences and paragraphs in work-related documents.
- Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Processing Information — Categorizing and analyzing information related to customer service requests and creating reports for the executive team.
- Basic Food Preparation — Having familiarity and experience with freezer meal preparation (in particular), including various techniques, strategies, and tips.
Work Context:
Souper Products LLC is a 100% remote company. There will be occasional in-person team meetings for which travel will be required. This is a full time salaried position with the salary being determined based on the experience of the candidate.
Having internet access is required. You must be able to respond to customer service tickets during normal business hours in the United States. You must also have access to a Facebook account. Preference will be given with individuals who have at least 2-4 years of experience working in a customer service role for an e-commerce company. Must be based in the United States and have authorization to work in the United States.
About Souper Cubes®
Souper Cubes® is a small family-run business based in California passionate about making it easy and convenient to freeze food in portioned amounts. We got started in 2017 and have grown to be in hundreds of retail stores selling a variety of patented freezing trays designed to freeze everything from soups to casseroles and even breast milk.
Souper Cubes® values and celebrates diversity of all kinds. All applicants for employment will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history or genetic information, political affiliation, military service, or other non-merit based factors.
Please be advised that the final candidate recommended for hire will be required to successfully complete a background investigation. Any convictions will be evaluated to determine if they directly relate to the responsibilities and requirements of the position. Having a conviction history will not automatically disqualify an applicant from being considered for employment.