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Join us at Crumbl and let's make the world a sweeter place, one cookie at a time!
Job Purpose
The Customer Assist Specialist supports customers through text chat and phone calls in a professional manner, tracks data on tech and customer service concerns to support both the franchising teams and the technology department, and creates reports with concerns to tech and customer service issues in a precise and meaningful manner with the goal of adding the improvement of each team. This position works closely with the Customer Assist Manager to ensure that quality customer service and communication are being provided.
Duties and Responsibilities
- Field chats and issues from customers, and give a friendly, helpful responses to concerns
- Interact with Crumbl customers through an online chat system.
- Collect data that helps to notify developers, tech departments, etc. of trends that should be addressed.
- Participate in weekly meetings to collect feedback on performance and alter behaviors to improve customer experience.
- Support customers in multiple countries.
- Share feature requests and effective workarounds with team members
- Follow up with customers to ensure their technical issues are resolved
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice in order to meet the business needs of Crumbl.
Qualifications
- High School Diploma or equivalent.
- Learn to operate internal applications for communication and information gathering purposes.
- Must be able to recognise the issue, what team is to handle the issue, and relay information in a clear and concise manner.
- Make insightful decisions on how to best help customers while protecting the Crumbl brand.
- Be empathetic to the needs of others while having a sense of responsibility to the team.
- Maintain a positive attitude and have the ability to handle change with professionalism and authenticity.
Working Conditions
This position requires either access to the Crumbl HQ offices or strong and reliable internet access. Use of a desktop or a laptop computer that can be used reliably for meetings and in customer service +4 hours at a time is also required. A good work space is expected to be free of distractions and promote productivity.
Physical Requirements
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.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, use hands to touch, handle, or feel, and reach with hands and arms. Prolonged periods of working on a computer.
This position requires the ability to occasionally lift products and supplies up to 50 pounds.
About Us
Crumbl was founded in 2017 in Logan, Utah by Jason McGowan & Sawyer Hemsley. In just five years, Crumbl has grown from a humble cookie shop to a booming franchise with over 880+ locations in all 50 states across the US, Puerto Rico and several locations in Canada. Crumbl is honored to be the largest cookie company in the nation and fastest growing cookie company in the world! Our rotating menu offers new flavors every week while regularly bringing back crowd favorites and unique original recipes. We pride ourselves on being tech-focused, an agile workplace that values hard work, listening to our customers, and being unafraid of a challenge. Ultimately, our goal is to bring friends and family together over a box of the best cookies in the world!
- Crumbl is an equal opportunity employer. Crumbl provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.
Crumbl began as a small cookie shop in the small town of Logan, Utah. It started with one big dream, two crazy cousins, and the perfect combination of flour, sugar, and chocolate chips. Crumbl was established in 2017 in Logan, Utah by Jason McGowan and Sawyer Hemsley. After thousands of dollars in wasted dough, recipes that did not live up to their expectations, and cookies that were just plain embarrassing to them today, Crumbl has over 800 locations across the United States and Canada and is growing everyday!
Job Type: parttime
Education: No education required
Work location: This is a remote position
