Engaging with customers, confirming, or clarifying information, and explaining possible solutions, ensuring that clients feel supported and valued, diffusing angry clients, as needed. Identify and resolve product issues and address customers' needs, complaints, or issues with our products. Troubleshoot with customers over the phone/emails and conduct basic root cause analysis on basic operational problems to avoid unnecessary down time of equipment and nuisance costs. High attention to detail an... more details
Who are we?
Our passion for coffee makes SEB Professional North America a growing company!
We are in the professional coffee machine business managing three leading global brands: Schaerer, WMF, and Wilbur Curtis.
You can find our coffee machines in convenience stores, hotels, and restaurants worldwide. Chances are you have enjoyed a cup of coffee brewed by one of our products during your morning coffee run at McDonald’s, Dunkin Donuts, Starbucks, or Tim Hortons.
SEB Professional is a subsidiary of Groupe SEB, a large French consortium and the world’s largest manufacturer of cookware in more than 150 countries, with 36,000 employees and over €8,1 b in sales annually. Notable brand names associated are Tefal, T-Fal, Krups, Lagostina, Rowenta, Moulinex, SUPOR, Arno, Emsa, All-Clad. Our Company operates in the Professional Coffee Machine division.
Salary: $20/hr DOE
What you’ll do:
The Customer Care Specialist is to perform essential customer service-related duties to assist customers with their needs regarding SEB Professional coffee machines. This Customer Care Specialist will provide first level troubleshooting and problem resolution with our customers. In addition, they will be responsible for the tracking process for any repairs or fixes needed for a piece of equipment.
Key Responsibilities:
- Engaging with customers, confirming, or clarifying information, and explaining possible solutions, ensuring that clients feel supported and valued, diffusing angry clients, as needed.
- Identify and resolve product issues and address customers’ needs, complaints, or issues with our products.
- Troubleshoot with customers over the phone/emails and conduct basic root cause analysis on basic operational problems to avoid unnecessary down time of equipment and nuisance costs.
- High attention to detail and able to function in ambiguous areas of customer care by leveraging both training and SOPs of the customer care team
- Gather detailed information and basic overview of service issue and create service case in the Salesforce CRM system with all relevant information with prioritization and categorization based on drop down lists for closure or for follow up by the dispatch team.
- Review eligibility for warranty repairs and maintenance; enter accurate service call records with appropriate severity rating.
- Review machine case history, escalate recurring issues to Escalation point of contact as needed.
- Provide timely and professional support for customers including data collection, troubleshooting, problem resolution while remaining empathetic to customers’ situation.
- Understanding and striving to meet or exceed call center metrics and expectations.
What you need to be successful in the role:
- High School Diploma or GED or equivalent experience.
- 2 – 4 years customer service experience.
- Able to think logically to provide answers to customer questions as well as resolutions for various issues that may arise.
- Driven individual that is looking to grow within the role and organization.
- Willing to go above their job duties and tasks to provide support to teammates and leadership
- Capability to prioritize tasks, multitask and complete them in a fast-paced, high-pressure environment.
- Exhibiting patience and confidence with a diverse clientele.
- Exhibits self-motivation, the ability to multitask and pay close attention to small details.
- Ability to work independently without much direct supervision.
- Ability to logically ask root cause analysis questions and diffuse tense situations.
- Provide exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
- Provide concise and quick service, mindful of the time needed to be spent with every customer.
- Strong time management and decision-making skills.
- Typing speed of at least 35 words per minute.
Physical Requirements:
- Sitting or standing at a desk while using the phone and computer
- Ability to periodically work overtime
Overview:
- Type of employment: Full time – Non-Exempt
- Workplace type: Hybrid, Irvine, CA (3 days in office, 2 days remote)
Why SEB Professional North America?
Whether working remotely, in one of our offices, or flexing between the two, we offer a number of benefits and perks to support you and your family. Please ask your recruiter for additional details regarding our benefits.
- Health insurance – Generous Employer Contribution
- Competitive 401(K) program w/ Company match up to 5%
- On-site Gym
- Vision & Dental Insurance
- Life insurance
- 12 Paid Holidays – Ask about our “4-day” Holiday weekends!
- Other voluntary benefits and discounts programs
Equal Employment Opportunity (EEO)
SEB Professional is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. For more information, please see OFCCP Equal Employment.
