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 experience associates who care deeply about making cooking easier.

As a Customer Experience Associate, you will spend your time working directly with customers via chat, phone, and email. This is a full-time (40 hours/week) position, the shift times are: 10:00am – 6:30p CST. In addition to wages, associates who perform above standards will be eligible for quarterly incentives and rewards.

Responsibilities

Participate in ticket handling:

Our shift schedules remain static, but your activities per shift will remain fluid and change depending on business needs. Flexibility and adaptability are required when approaching daily ticket-handling responsibilities.

  • Assist customers in the Home Chef experience across our multi-live channels (voice/email/chat).
  • Efficiently address & solve user issues primarily via live channels while maintaining & exceeding KPIs aimed at customer satisfaction, productivity, and accuracy.
  • Build connections and trust with your customers, calmly and professionally handle their concerns, and quickly get them a resolution.
  • Be organized, accountable, and responsible – using your resources to keep informed of all site and policy changes as they occur and be able to articulate them accurately and succinctly to support customers.
  • Anticipates and responds with energy to new challenges, the unfamiliar, and the urgent.
  • Put yourself in the customer’s shoes and help identify their needs, be their advocate, and ensure we are continuously improving.
  • Be comfortable and professional in de-escalating stressful situations and having difficult conversations.
  • Aggregating customer feedback and assisting us with development/product roadmap decisions.

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 the root-cause analysis of new bugs, operational misses, and service disruptions.

 

This position requires 0-10% travel.

 

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.

  • General high school degree or equivalent (e.g., GED).
  • Minimum 1 year of customer service experience; contact center experience preferred.
  • Excellent customer service skills: You exhibit empathy, courtesy, kindness, efficiency, confidence, and helpfulness.
  • Tech-savvy and adaptable in navigating online tools and systems. Bonus if you are familiar with Zendesk, Slack, and Google Suite.
  • Excellent writing skills: You must have a strong command of grammar and spelling. You can type a min of 50 wpm.
  • Analysis skills: You understand how to spot trends and research common themes.
  • Communication skills: You must speak clearly, calmly, and persuasively in both positive and negative situations with professionalism and respect.
  • Strong critical thinker and adept at problem-solving.
  • Interpersonal skills: Remains open to others’ ideas and exhibits willingness to try new things.
  • Dependable & Autonomous: You are consistently on time for your scheduled shift, follow instructions, respond to management direction, and solicit feedback to improve performance.

 

Salary: $17.50/hr

More About Us

Perks and benefits:

  • Comprehensive Medical, Dental, and Vision Insurance – benefits start the 1st day of the month following your start date
  • Company-paid Life Insurance, Short Term Disability, and Long Term Disability
  • 401(k) Employer match
  • Flexible spending accounts (FSA) for qualified Medical, Dependent Care, Parking, or Transit expenses
  • Flexible paid time off (PTO) policy, holidays and sick time
  • Generous Parental Leave
  • State-of-the-art office in the historic Old Post Office building in downtown Chicago, close to multiple Metra and CTA options, and amenities such as a food court, onsite gym, and communal rooftop space
  • Discounts on Home Chef meal kits and at Kroger stores
  • Casual dress in a fun, friendly, and collaborative work environment
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