Customer Experience Specialist

It's fun to work in a company where people truly believe in what they are doing. At Dutch Bros Coffee, we are more than just a coffee company. We are a fun-loving, mind-blowing company that makes a difference one cup at a time. 

Position Overview:

The Customer Experience Specialist I acts as the first point of contact for inquiries and Dutch Bros customers via phone, email, and messaging channels displaying the same passion for our customers as our shop team throughout all interactions. This position serves the company by responding to and following up on customer experience issues. Inquiries may be related to shop experience, brand concerns, technological questions or merchandise orders. This position uses resources, feedback, and independent judgment to ensure customers’ needs are met and tickets are closed.

Job Qualifications:

• 2 years of previous customer experience or Dutch Bros shop experience required

• HS/GED required

• Proficient understanding of DB operations and Culture 

• Must have demonstrated high-level verbal and written communication and problem-solving skills

• Customer service oriented with a proactive and positive attitude

• Utilize discretion to determine the best means in which to reach a satisfactory resolution for all customers who reach out

• Other duties as assigned

• Will be required to work unique hours and/or weekends and holidays

• Ability to speak Spanish a plus

Location Requirement: 

• This role is located in Tempe, Arizona. This position is required to be in office 4 days per week (Mon-Thurs); Fridays are optional remote work days.

Key Result Areas (KRAs):

• Provide assistance to customers, resolving inquiries, complaints and ensuring a positive customer experience inline with the Dutch Bros brand and voice via phone, chat and email.

•  Gather accurate customer feedback for business reporting for product and shop improvements.

•  Provide technical support to our loyal fans by troubleshooting technical issues and guiding customers through product usage.

•  Acknowledging and resolving customer complaints. Knowing our products inside and out so that you can answer questions.

• Strive for first contact resolution but when not possible, following up with customers: Ensuring that issues are resolved and that customers are satisfied.

•  Adherence to Policies and Procedures and KPIs: Ensuring compliance with company policies, procedures, and quality standards.

•  Other duties as assigned

Physical Requirements:

• In-Office Environment: Must be able to work in a busy, crowded, and loud office with frequent distractions and interruptions

• Must be able to collaborate in-person with occasional impromptu in-person meetings 

• Office Conditions: Adaptability to typical office conditions, which may include exposure to air conditioning, heating, artificial lighting, and varying noise levels

• Mobility: Ability to sit, stand, reach, twist, stretch, and work at a desk for long stretches.  Must be able to occasionally move or lift office items up to 25 pounds

• Hearing Requirements: Hearing must be sufficient or correctable to ensure clear understanding of spoken information, including participating in virtual meetings and phone calls. Use of hearing aids or other assistive devices is acceptable if needed.

• Reading and Writing Proficiency: Ability to read and write in English is essential for processing documents, drafting reports, and following up on necessary actions. Proficiency in written communication is required to handle job-related tasks effectively.

• Vision Requirements: Vision must be adequate or correctable to perform essential job duties, such as reading documents on a computer screen and using other visual tools. Use of corrective lenses or other measures to meet visual requirements is expected if needed.

• Technology Proficiency: Must be proficient in operating a computer and other office productivity tools such as printers, scanners, and collaboration software. 

• Effective Communication: Must possess strong verbal and written communication skills to interact effectively with team members, clients, and other stakeholders via email, video conferencing, and other in office communication tools.