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Client Experience Partner - Salem, United States - Clinch
Description
Who You'll Work ForREEF's mission is to connect the world to your block.
We transform underutilized urban spaces into neighborhood hubs that connect people to locally curated goods, services, and experiences.
With an ecosystem of 4,500 locations and a team of 15,000 people, REEF is the largest operator of mobility, logistics hubs, and neighborhood kitchens in North America.
Together we are leveraging the power of proximity to keep our communities moving forward in a sustainable and thoughtful way.
What You'll DoYou'll assist in managing end-to-end administrative responsibilities for REEF Technology's Customer Experience (CX) and Kitchens high-profile accounts while working to resolve complex customer-facing issues and challenges.
As part of our rapidly-growing team of Customer Experience Representatives, you'll be responsible for fielding calls, emails, and social media escalations from our business partners.
You will also be responsible for monitoring performance management across delivery platforms, and spearheading guest recovery efforts from REEF customers and partners across North America and Europe with professionalism and efficiency.
This is a permanent work-from-home position.If you thrive in fast-paced environments and have a knack for people interaction, we've got a Client Experience Partner role for you
Manage customer service inquiries or comments received via social media platforms (i.e. Facebook, Instagram, Yelp) based on 24-hour consumer sentiment and customer engagement posts.
Attend calls as required with CX Director, Supervisor and Brand Success Managers to identify methods to align customer behaviors and trends with REEF's products and brands.
Monitor and reply to customer feedback on delivery partner platforms (i.e. UberEats, Grubhub, etc.) to provide open channels of communication.Ensure same-day response and resolution to emails sent to Customer Experience from external business partners, REEF Kitchens Brand Success Team, and our internal call center to ensure customer satisfaction and success.
Escalate necessary inquires to CX Director, field leadership or Brand Success Managers, and follow up as necessary to ensure same-day resolution.
Act as the subject-matter expert regarding escalations from end-users pertaining to orders, re-orders, food safety, and food quality concerns.Other duties as needed or required.
What We Want from You
High school diploma or equivalent certification; BA/BS is an asset.
2-3 years Customer Service experience, ideally in account management, the service/hospitality industry, or retail.
Microsoft Office proficiency, especially Excel.
Knowledge of Asana or equivalent project-tracking software a plus.
An ability to work well under pressure and with minimal supervision in an unstructured, remote environment to solve problems.
A strong aptitude for internal stakeholder management with demonstrated excellence in working with operations, supply chain, and marketing teams.
Excellent communication and interpersonal skills.
An ability to successfully manage multiple tasks simultaneously and meet strict deadlines.
A knack for recognizing and escalating issues to appropriate stakeholders to ensure a resolution is attained promptly.
What We'll Provide
Medical
Dental
Vision
Life and Disability
401K
Paid Time Off (PTO)
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Work is permanently performed remotely.
WORKING CONDITIONS:
Work is performed indoors for extended periods of time including up to the entire duration of shift.
REEF Technology is an equal opportunity employer, and we value diversity at our company.
REEF does not discriminate on the basis of race, religion, color, sex, national origin, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
REEF complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.#J-18808-Ljbffr
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