The Customer Happiness Associate is responsible for being the face and personality of Baked by Melissa for all of our customers. This role works with a team of passionate and friendly individuals to ensure that our customers are happy and satisfied with their experience at Baked by Melissa. This includes answering common questions, creating, or editing orders, building customer relationships, and finding solutions to problems when they occur.

What You’ll Do

• Seek to make every customer's experience with our Customer Happiness team one that is positive, special, and memorable.
• Manage a high volume of incoming customer phone calls in a friendly, knowledgeable manner.
• Answer customer emails in a timely and friendly manner.
• Connect with customers in real time on LiveChat by answering their questions with kindness and professionalism.
• Knowledgeable about the products, promotions, and other offerings of Baked by Melissa.
• Place orders for customers over the phone (In-Store Pick Up, Manhattan Delivery, and Nationwide Shipping).
• Coordinate with our Store, Delivery, and Shipping teams to facilitate successful fulfillment of all customer orders (whether placed online or over the phone).

What We’re Looking For

• Ability to work efficiently and manage multiple projects simultaneously while under tight deadlines.
• Can work both independently and collaboratively in a fast-paced environment.
• Must be a team player and be able to interact with fellow team members.
• Excellent verbal and written communication skills.
• Maintain a positive, enthusiastic and energetic demeanor to help foster an upbeat working environment.

Qualifications

• 2+ years’ experience in customer service.
• 1+ year’ experience in a call center.
• Magento experience preferred.
• Intermediate skills in Google App suite programs.

Remote Technical Requirements

• Candidate must have their own reliable computer or laptop
• Stable internet connection with internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net)
• Quiet workspace free of background noise and distractions
• Baked by Melissa will provide headset