• Customer Service Agent

    Job Locations US-CA-Los Angeles
    Job ID 2018-1098
    Category
    Marketing
  • Overview

    WHO WE ARE: CALIFIA FARMS

    We're Califia Farms (Califia, pronounced like California), the plant-powered food and beverage company of the future. Our mission is to innovate delicious plant-powered foods for mindful nourishment. We're led by beverage visionary Greg Steltenpohl, crafting, concocting and cold-brewing beautifully bottled goodness from the San Joaquin Valley. Our name comes from the Spanish legend of warrior Queen Califia, the goddess of bounty and abundance who ruled over the mythical island of California. We make our daily decisions using these five core values: Do, Learn Improve; Act Like an Owner; Challenge the Status Quo; The Bottle is Half Full; and Using our Sixth Sense (being conscious of our impact on others and the planet).

    In a snapshot:

    • Founded in 2010
    • 250+ full time staff and contracted employee
    • Headquarters in Downtown L.A. Arts District and Manufacturing in Bakersfield, CA
    • We believe in Shared Leadership where team members are heard and leadership is broadly distributed
    • We are committed to our people and to our communities' sustainability

    Responsibilities


    WHO WE’RE LOOKING FOR: CUSTOMER SERVICE AGENT
    Do you love helping people? And making them happy? Are you naturally curious and creative? And a proven problem solver? Then you’re the one we want. We’re looking for a passionate team player to care for Califia Farms customers. In this role you will listen, you will help, and you will connect with customers, delivering a best-in-class experience that helps them develop a lifelong relationship with Califia Farms.

     

    YOUR KEY MISSION
    Act as front-line contact for Califia customers across communications channels, including:

     

    • Managing response, workflow, and reporting for in-bound customer inquiries via phone, online contact form and email, including but not limited to product and location inquiries, praise, complaints, ecommerce questions, and sales inquiries
    • Manage reporting for in-bound customer complaints through social media and field sales
    • Embodying the Califia brand persona to provide information to our customers that ensures their happiness and solidifies their long-term loyalty to the brand
    • Communicate openly with the Marketing/Communications Team to proactively address and correct issues
    • Collaborate with Marketing team to brainstorm and activate creative customer service experiences
    • Escalate technical or quality inquiries to the applicable internal teams when needed
    • Initiate internal processes for quality evaluation
    • Implement Califia’s scaled Crisis Communications Plan in an emergency
    • Review weekly report to Califia management on customer service traffic and insights
    • Recommend improvements to enhance Califia’s customer communications (e.g. FAQ’s, website, social media)
    • Participate readily in improvements to Califia’s customer service program, e.g. activating phone ordering for ecommerce
    • Understand industry trends and company initiatives as it relates to customer service

    Qualifications


    WHAT YOU BRING
    Success in this position requires a self-motivated, strong-willed, and sympathetic people person who can calmly and effectively communicate with a wide range of customer temperaments.

     

    • Professional verbal and written communication skills
    • Exceptional work ethic and time management
    • Strategic problem-solving and decision-making
    • Detail-oriented and highly-organized
    • Quick learner, logical thinker and team player
    • Tech proficient (you will use customer service online software Zendesk)
    • Familiar with reporting and analytics (Microsoft Excel and Google Sheets)
    • Cool under pressure and capable of handling confidential matters with discretion
    • Desire to work in a fast-paced, high-growth startup environment
    • Flexible work schedule; we may ask for availability on evenings and weekends based on business needs

     


    The Company is committed to providing equal opportunity for employees and applicants in all aspects of the employment relationship, without regard to race, color, sex, sexual orientation, gender identity, national origin, citizenship, marital status, veteran status, disability, age, religion or any other classification protected by law.

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