The Costa Coffee vision is to inspire the world to love great coffee and make it easy for everyone to enjoy. Our customers are important to us, and we want to help create value no matter if they are big corporate or small local business. A customer service representative supports customers by providing helpful information, answering questions over the phone, and performing outbound calls.
What You’ll Do for Us
Will be front line of support for clients and customers as they help to reduce the downtime on the equipment.
Review machine status in Centersight, compare against open work orders in Thirsty, to research, and resolve issues for customers by performing outbound calls to operators.
Ensure a positive customer experience as you troubleshoot with operators about alerts and perform phone fix guidance.
Open service tickets with our inbound call center, to expedite service for the customer.
Report on progress and performance daily.
Be an active member and support overall teamwork and morale.
Perform outbound cold calls based on provided sales lead list.
Promote our products and coordinate follow up appointments with the sales lead.
Answer general phone inquiries using a professional and courteous manner.
Direct phone inquiries to the appropriate person.
Reply to general information requests.
Utilize technology (smart phone, computer, and related CRM software and applications) to perform administrative duties using MS Office, including Word, Excel, and PowerPoint to required preparation of reports, memos, and document completions.
The ideal candidate is an independent go-getter that has customer satisfaction skills and professionalism with a strong ability to diffuse customer concerns.
Qualifications & Requirements
High school diploma; GED equivalent
At least 3+ years of experience in a customer service or technical support role.
Ability to effectively communicate over the phone or via email
Knowledge of the Customer Communications software systems requiring “basic” to “advanced” computer skills with capabilities to navigate multiple systems.
Making customers (external and internal) and their needs a primary focus of one's actions; developing and sustaining productive customer relationships; creating and executing plans and solutions in collaboration with the customer.
Due to the nature of a very diverse business, Spanish bilingual candidates would be a great bonus!