Coffee Concierge (Customer Service Representative)

Katz Coffee is a company specializing in small-batch, custom roasting of coffee, and they are seeking a Coffee Concierge to enhance customer experiences. In this role, you will engage with customers, process orders, and provide tailored recommendations to ensure satisfaction with their coffee selections.

Responsibilities:

• Customer Support & Sales: Engage with customers via phone, email, and chat to answer questions, resolve concerns, and guide them to the perfect coffee solutions
• Order Management: Process orders efficiently and accurately, ensuring a seamless experience from bean to brew
• Relationship Building: Foster long-term relationships with customers by understanding their preferences and anticipating their needs
• Product Expertise: Stay up-to-date on all our coffee blends, brewing methods, and equipment to provide tailored recommendations
• Problem Solving: Address customer challenges with creativity, patience, and empathy
• Upselling & Cross-Selling: Identify opportunities to enhance customer orders with additional products or services they’ll love
• Team Collaboration: Work closely with sales, operations, and marketing teams to ensure a unified and delightful customer journey

Requirements:

• Passion for Coffee: A love for coffee is essential; professional coffee knowledge is a bonus (but we'll happily train you!)
• Experience: customer service experience required, bonus points for Coffee, Beverage, Food or Hospitality industries
• Latte Love for Customers: You love connecting with people and simplifying hard conversations
• Communication Skills: Exceptional verbal and written communication skills
• Organization: The ability to juggle multiple tasks without spilling your coffee
• Attention to Detail: Please include the phrase 'hawk-like' in your cover letter to show you've read this job description carefully
• Tech Savviness: Familiarity with CRM systems, order management software, and basic Microsoft Office skills
• Problem Solver: Quick on your feet and able to find solutions that keep customers smiling
• Team Spirit: A collaborative mindset and a willingness to support your team in all things caffeinated and beyond