Customer Care Specialist
Location: US, NY, New York
Department: Provisions by Food52
Employment type: Full-time
Company profile: We're Food52, and we've created a groundbreaking and award-winning cooking site. We support, connect, and celebrate home cooks, and give them everything they need in one place.We have a top editorial, business, and engineering team. We're focused on using technology to find new and better ways to connect people around their specific food interests, and to offer them superb, highly curated information about food and cooking. We attract the most talented home cooks and contributors in the country; we also publish well-known professionals like Mario Batali, Gwyneth Paltrow, and Danny Meyer. And we have partnerships with Whole Foods Market and Random House.Food52 has been named the best food website by the James Beard Foundation and IACP, and has been featured in the New York Times, NPR, Pando Daily, TechCrunch, and on the Today Show.We're located in Chelsea, in New York City.
Description: Do you gush over brand loyalty and great customer experiences? Ever catch yourself spending chunks of time researching what kitchen item to invest in next? And, do you love knowing how things work and going above and beyond the call of duty to make someone happy?If your answer to these questions is "yes," read on!We're #URL_5695048a8516ee1a0fdb81a0684858b368614ee7f7aa440adbc362edbdf84972#, where you’ll find everything you need to cook -- and live -- well. We’re expanding the wonderful customer care team behind Provisions, our curated kitchen and home shop. Our online shop brings like-minded makers and artisans together with all of us cooks and food people to celebrate their goods and crafts. Because great food isn't just about ingredients, it's about everything that makes a meal – it's the platter you serve tacos on; the composter in your kitchen; the knife you take on picnics; the beeswax candles that burn on your table; and the honey from the same apiary that you stir into your tea.We provide a customer experience that complements and parallels the quality goods in our shop. Each customer and their shopping experience is valued, and you’ll be a big part of that.Responsibilities:·   Deliver memorable customer care at every step of the way, whether for Provisions shoppers or the artists and merchants we work with closely. We’re email based for now, but hope to expand our customer channels.·   Troubleshoot questions and issues, including shipping, return requests, and general product inquiries. We’re fans of thorough care and a personal touch, so expect to make your personality and the Food52 brand shine in your interactions!·   Implement best practices and processes to maintain and improve customer relationships. We enjoy surprising our customers – and they like it too.·   Champion critical thinking and problem solving – and have a good time while doing it.·   Compile and track feedback from our customers. We take user input very seriously, and you’ll be at the front lines, whether for new product suggestions or site improvements.·    Assist in preparing weekly and monthly dashboards and reports on key customer care metrics.
Requirements: ·   2-3 years experience in a customer-facing role, preferably ecommerce.·   Outstanding organization, preparation and communication skills. And time management? You’ve got that covered, too.·   Cheerful under pressure, curious, thoughtful. You’re willing to go the distance.·   Exceptional writing and research skills.·   Comfortable with the realities of working for a start-up.·   Have a great sense of humor and know when to show it.·   Familiar with the voice of Food52 and our aesthetic.
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