Customer Experience Associate

Founded in 2013, Home Chef is the leading meal solutions company with both a retail and online presence. Available online at homechef.com and in retail at more than 2,100 Kroger grocery stores, Home Chef is committed to inspiring and enabling more people to cook simple, delicious meals, no matter how busy they are.

In 2023, Home Chef introduced a new brand, Tempo! Tempo features a rotating selection of ready-to-heat meals delivered directly to your door. These meals are better-for-you versions of familiar favorites, designed to save you time and reduce stress while maintaining a healthy lifestyle. Our Tempo menu includes options that are protein-packed, fiber-rich, calorie and carb conscious, keto-friendly, and dietitian-approved.

Similar to our recipes, we recognize that variety is the spice of life, and therefore, our employees also bring their uniqueness and color to our fantastic team. We’re eager to work with humble team players and pragmatic next-level thinkers to innovate on Home Chef’s offerings.

 

The Customer Experience Associate Position operates Monday - Friday from 10a - 6:30p CST.

Please note: the training for this role begins on Monday 5/5 and runs for 3 weeks, Monday - Friday 9a to 5:30p CST. It is a requirement that all new hires are available to attend for the entirety of the training.

Our Customer Experience Associate serves as the front line of communication between the company and our customers. Representatives will respond to customer issues, complaints and inquiries via phone, email and chat. 

The Customer Experience Associate is primarily responsible for handling fundamental customer issues such as making account updates,  assisting with the use of the platform, and documenting incidents via live support channels. You will train and learn the platform’s basics and use in-house resources, problem-solving, and people skills to support customers. We aim to live our values in every interaction and are looking for Customer Support Associates who care deeply about making everyday lives easier.

As a Customer Support Associate, you will spend your productive time working directly with customers via chat, phone, or email.

Detailed Responsibilities
Our shift schedules remain static (the days you work) but your activities per shift will remain fluid and may change depending on business needs. Flexibility and adaptability are required when approaching daily ticket handling responsibilities.

Participate in Ticket Handling

• Participate in Ticket Handling on Voice Channel:
• Assist customers via incoming phone calls.
• Spend up to 24 hours per week on the phone channel.
• Shows up to each shift, spending the proper scheduled amount of time online.
• Does not miss or decline phone calls unless communicated to team lead.
• Averages around 10 calls per hour.
• Participate in Ticket Handling on Email Channel:
• Assist customers via inbound email and web form tickets.
• Spend up to 10 hours per week on the email channel
• Shows up to each shift, replying to roughly 12 email tickets per hour.
• Cleans out personal ‘inbox’ daily, responding to all replies within 24 hours.
• Participate in Ticket Handling on Chat Channel:
• Assist customers via inbound AI chat (helpshift).
• Spends up to 12 hours per week on the chat channel.
• Responds to each chat within a defined SLA period.

Research and Understand Current Trends and Issues from Customers

• Participate in daily/weekly team meetings and stand-ups.
• Actively looks for trends in our customer inquiries.
• Researches and resolves complicated issues.
• Contributes to root-cause analysis of new bugs, operational misses, and service disruptions.

Qualifications
The requirements listed below are representative of the knowledge, skill, ability and/or other characteristics needed for this role. Reasonable accommodations may be made to enable individuals with disabilities.

• Prior experience in Customer Support or related positions (restaurants, retail, etc.)
• General high school degree, or equivalent
• Positive attitude in regards to customer communication, as well as team collaboration.
• Solid communication skills – both verbal and written
• Fledgling analysis skills - understands how to spot trends and research common themes
• Can type a minimum 50 wpm

 

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