CSR – Customer Service Representative

Position: Customer Service & Support Representative

Department: Sales & Customer Service

Reports to: Customer Service Manager

FLSA Status: Non Exempt

STOP! PLEASE APPLY HERE: https://www.cindexinc.com/c/8B236E

Short Cultural Index to be considered for position

Do you have a passion for great coffee? Are you committed to excellence? Are you a motivated customer focused individual? Are you a positive team player? Are your organizational skills top notch? If yes, the Roasterie may be the right fit for you!

GREAT SCHEDULE!!! 8am-5pm or 7am-4pm M-F

Overview The Roasterie is seeking a motivated and customer focused individual for a Customer Service & Support Role.

Primary duties will include, but not be limited to, taking customer orders and entering them into the computer system and placing outgoing customer support calls. This position is responsible for ensuring the accuracy of orders and relationship building with current customers. This position is also responsible for fueling product interest with existing accounts and partnering with the outside sales team to build growth. In addition to base hourly pay, earned bonus potential is available.

Essential Functions & Responsibilities

• Handle all incoming call and direct them appropriately and promptly
• Call existing customers to take orders, introduce new products and monthly services
• Build & maintain excellent relationships with all customers and prospects
• Take customer orders by phone, fax, internet and email
• Assist customers with product information, new account inquiries, and any issues they may have with their orders or other aspects of business
• Notify Manager of any customer issues
• Provide assistance to customers having equipment problems
• Refer to troubleshooting guide and try to handle via phone first
• If equipment cannot be fixed by phone pass along appropriate and detailed information to service provider
• Log all equipment issues into CRM
• Maintain customer accounts as needed in CRM
• Prepare orders for the Captain’s Club program, maintain spreadsheet, and ensure all Captain’s Club orders are sent timely and correct
• Displays a quest for knowledge encompassing the entire coffee culture of the Roasterie, engaging in everything it takes to deliver the finest, most flavorful cup of coffee possible -including a developed coffee palate
• Works as an effective company leader, liaising with others and contributing to our overall customer and employee experience
• Other duties as assigned

Supervisory Responsibilities This position has no supervisory responsibilities but may provide future opportunities for growth.

Placement Criteria:

Each Roasterie employee is expected to take ownership of everything they do throughout their day and understand the level of teamwork& positivity required to ensure that the Roasterie consistently creates that extraordinary coffee experience

• Minimum of a Bachelor’s degree or 3 years of customer service experience or suitable combination of education and relevant experience preferred.
• Desire for structured, disciplined environment with a strong attention to detail
• Be analytical with a factual, straightforward communication style
• Self-motivation and drive keys for success in this role
• Be able to quickly achieve and handle multiple tasks simultaneously
• Have the ability to be attentive and responsive to the emotional needs of others as well as maintaining the objective needs of the situation
• Remain focused while experiencing interactions and disruptions

IMPORTANT: TREAT AND INTERACT WITHIN THE VALUES OF THE ROASTERIE: OUR CODE OF CONDUCT

• Accountability: We willingly answer for the results of our behavior
• Commitment: We maintain superior standards of quality and performance
• Excellence: We put forth our best efforts
• The Golden Rule: We treat others the way we want to be treated
• Passion: We demonstrate love and enthusiasm for the work we do
• Positive Attitude: We are optimistic and constructive in our approach to life
• Teamwork: We work together in our development, problem solving, and achievements to accomplish our shared vision * Exhibit to our team commitment of providing all we encounter with extraordinary coffee experiences

Physical Demands While performing the duties of this position the employee is regularly required to stand, walk, climb stairs, sit, see, touch, talk and hear. The employee is frequently required to use hands to finger, handle or feel and reach with hands and arms. The employee may occasionally be required to drive or ride in a motor vehicle. The employee must occasionally lift up to 25lbs.

Please apply here: https://www.cindexinc.com/c/8B236E

Job Type: Full-time

Salary: $15.00 to $17.00 /hour plus Bonus

Job Location:

• Kansas City, MO 64108

Job Type: Full-time

Salary: $15.00 to $17.00 /hour

Required education:

• Bachelor’s

Required experience:

• customer service: 3 years