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Consumer Experience Representative At KIND

Location: New York, New York

Job Description

Job Description:

Position:Consumer Experience Representative

Location:NYC HQ


Who are we?

Since its founding in 2004, KIND has been on a mission to make the world a little kinder one snack and one act at a time. KIND was born out of its founder’s desire to create a snack that was healthy and tasty, wholesome and convenient. What began as a line of premium Fruit & Nut bars sparked the creation of an entirely new healthier snacking category. Today, KIND has a family of snacks that offer solutions for a variety of different occasions.

From the healthy snacks, we make to the way we work, live and give back, we are committed to making the world a little kinder, because we believe that there’s more to business than just profit.

We're looking for passionate, conscious collaborators to help us meet our goals: to inspire kindness, with one tasty snack (and good act) at a time. If you’re looking to be a part of an inspiring, energetic and entrepreneurial environment, you found the right place.

What you’ll do

The Consumer Experience Representative is the first point of contact for all consumer inquiries. The CER is responsible for and thrives at building and retaining consumer loyalty, from answering product questions to resolving product complaints and order issues. The Customer Experience Representative’s goal for every interaction is not just retention, but to build a lasting relationship between the KIND consumer and our brand.

  • Respond to all consumer contacts, including telephone, email, chat, and snail mail inquiries with kindness, timeliness, accuracy and professionalism.
  • Achieve and maintain individual and team contact center KPI’s.
  • Achieve and maintain a high quality assurance score to ensure the best experience to the KIND consumer on every contact.
  • Respond to and thoughtfully address all consumer feedback in a KIND voice.
  • Address and resolve consumer complaints.
  • Process direct to consumer and small wholesale orders at kindsnacks.com, and provide website assistance to e-commerce consumers.
  • Provide order statuses and work to resolve shipping issues.
  • Perform root cause analysis to resolve product, website and ordering issues.
  • Maintain detailed records of all consumer contacts, and proactively notify management of issues and trends.
  • Provide as-need consumer insights to management based on interactions.
  • Maintain a high level of product knowledge in order to provide accurate information to the KIND consumer.

What you’ll bring to KIND

  • A customer-centric approach to everything you do.
  • Exceptional phone etiquette and listening skills
  • Excellent verbal and written communication skills
  • Strong Microsoft Office skills with a focus on MS Word, Excel and Outlook.


You are…

  • A consumer affairs professional with a passion for building relationships with the KIND consumer.
  • A creative problem solver who thinks on your feet.
  • Perceptive and quick to spot and act upon potential trends within the contact center
  • Genuine in your desire to help make the world a kinder place, committing to always spreading and celebrating kindness

Required Experience:

You have…

  • Excellent verbal and written communication skills
  • Exceptional phone etiquette and listening skills
  • Strong Microsoft Office skills with a focus on MS Word, Excel and Outlook.
  • Strong attention to detail and ability to multi-task in a fast-paced environment.
  • Customer service experience in a CPG company preferred; foods and beverage is a plus.
  • Bachelor’s degree preferred.
  • Minimum of 2 years customer service experience in a contact center environment.
  • E-Commerce customer service experience preferred.


What KIND offers

  • Competitive compensation, including equity in KIND!
  • Flexible Paid Time Off. Choose what works best for you, including summer hours
  • Excellent health, dental & vision insurance, with options to fit you & your family’s needs
  • Your health is important! Our wellness strategy focuses on mental and physical wellbeing through in office programs like Drs, Nutritionists, Yoga, Mindfulness, Chair Massages & others
  • Casual office dress code – feel free to wear your KIND gear
  • Monthly shipment of your favorite KIND bars to share with your friends and loved ones. After all, we’re all brand ambassadors!
  • Training & tuition reimbursement program, because continuing to learn matters and we support your development
  • A dynamic, ambitious, fun and KIND work environment
  • The opportunity and responsibility to be KIND everyday

EEO

At KIND, we are committed to an inclusive workplace where diversity in all its forms is championed. KIND is proud to be an equal opportunity workplace and we are an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants with criminal histories, consistent with legal requirements. If you require special accommodation, please let us know.


Keyword: customer service, consumer experience
From: KIND