Job Description

Pay Rate: $23/hr on W2

McKinney Ave Dallas Texas United States

Job Description

Attached, you’ll find the job description for our open positions. Below are a few key details regarding the screening and hiring process:

• Assessments : I will issue these directly to candidates, and they will not be shared in advance. If extended an assessment, candidates should set aside approximately one hour. The test must be taken onsite in a proctored environment , and the only electronic device permitted is a small calculator . (Assessments will be conducted after video interview and make sure it's a good fit for the candidate/Vorwerk)
• Interview Process :
• Candidates will go through a verbal interview , which includes:
• General Questions
• Role Play

 You may advise candidates to review STAR methodology on YouTube to help structure their responses.

Initial Screening Criteria (Handled by Pinnacle):

? Fully onsite role – No remote/hybrid option ( non-negotiable )

? Open availability required – Shifts may fall Monday–Saturday, 7 AM–7 PM , with flexibility during promotional events as early as 6 AM and as late as 11 PM ( non-negotiable )

? Reliable transportation required ( non-negotiable )

? Must live within a 25-mile radius of the Dallas location

? Preferred Experience – Please prioritize applicants who:

• Have experience with at least 5 out of 8 of the following platforms:
• Zendesk
• Shopify
• Shiphero
• ServiceNOW (SNOW)
• JIRA/Confluence
• SAP
• Exigo
• Microsoft Outlook (Word, Excel, PowerPoint)

ROLES & RESPONSIBILITIES

Title: Customer Service Specialist Function: Customer Service

Department: Operations Reports to: Customer Service Manager

Location: Dallas, TX Job Code: Non-Exempt

SUMMARY

The purpose of this position is to provide outstanding customer service and brand advocacy to customers and consultants via existing channels and project work.

As a Customer Service Specialist, you will learn how to best represent the Thermomix/Vorwerk brand by providing outstanding customer service and brand advocacy to customers and consultants via existing channels and project work.

Channels include:

· Online Customer Relationship Management (CRM) via email, telephone, and online chat (ZenDesk).

· Other additional cloud base platforms (e.g., Jira, SAP ByDesign, Shopify, etc)

These channels will both support and lead to customer satisfaction and sales opportunities while creating knowledge, excitement, and increased use of the Thermomix product.

· Represent the Thermomix brand via outstanding service. Specifically, this role is responsible for answering voice calls, answering emails, handling online chats, responding to social media inquiries, teaching customers and coaching them to self-serve via online tools and more. Ensure any customer interested in learning more or wanting to purchase the product is given to the sale team with urgency. This role will be expected to provide service quickly and efficiently with a one touch resolution goal.

· The role will also be involved in ad hoc project work such as sending out a variety of emails and vouchers depending on the business need, along with other ad hoc projects to support the company and department.

· It is critical that this person have a great knowledge and confidence in use of the product, including the technical trouble shooting skills required to assist customers via email or telephone.

· Facilitate repairs between the customers and the repair center as a liaison to ensure the customers needs are met while following our warranty and policies.

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Stay current with all customer and consultant promotions and software updates.

· Use tech and phone systems to perform fraud checks, security evaluation, order auditing, loss prevention and unpaid order collections.

· Partner with teams, such as:

· the sales team to fully understand the field sales process, in home demos, cooking classes, and sales training methods to fully support the efforts of the sales team.

· the warehouse and technology teams/partners to diagnose systems issues, troubleshoot tech releases, and assist in the prioritization of fix needs.

· the marketing team to support outbound marketing campaigns, via all possible channels.

· Minimal travel as required to company events to shadow to foster a positive working relationship in support of the sales team.

· Use shipping and fulfillment software vendor website to track, audit, ship, and manage fulfillment. Use tools to ship, recall, pay for, and manage shipments.

· Provide data collection and reporting on an ad hoc basis for any projects of the organization.

· Present, as needed, data, reporting, and analysis to management, other teams, or the organization at monthly, or other meetings.

· Contact customers as needed to encourage usage, increase satisfaction, and ask for referrals.

· Open to work on evening and alternate weekends.

QUALIFICATIONS

SKILLS, COMPETENCIES & EXPERIENCE

Associates Degree, or equivalent work

Experience 2+ years of customer service

Excellent speaking and listening skills in English Quick learner who can articulate features of products

Passion for great customer service Understanding of basic troubleshooting steps for WIFI set up and website registration

Technical experience using omni-channels, voice, text, email, video calls

ADDITIONAL INFORMATION

· Position Type: Dallas HQ

· Supervisory responsibilities: none

· No travel required

· Lifting: medium work, exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.

· Physical: Stand or Sit; Walk; Stoop, Kneel, Crouch, or Crawl; Talk/Hear; See; Repetitive Motion (e.g., typing)

LIFTING / PHYSICAL

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