Senior Digital Customer Service Representative (Customer Contact Center - Remote Opportunity)

At Nespresso, we place people and specialty coffee at the heart of what we do. As part of our team, you'll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. As a certified B Corporation, we're committed to driving our triple bottom line – People, Profit, and Planet – by delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity, and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with best-in-class opportunities for your development and growth. Join us!

Position Summary:
 
The Senior Digital Customer Service Representative (Customer Contact Center) will act as a subject matter expert for all non-phone related channels of communication with customers to include: live chat, email, social media and ratings & reviews interactions at Nespresso USA. Candidates must have a background working in a customer-facing environment with live chat and other digital platforms such as Yelp, Amazon reviews, Facebook Reviews, Google Reviews and more. Candidates must have full weekday and weekend availability (including Saturdays) during mornings, afternoons, and early evenings. This is a remote-based opportunity and is a salaried, non-exempt role that is eligible for overtime.  
 
Responsibilities: 
 
•    Subject matter expert across all digital platforms to include YELP, Trade Ratings & Reviews, .com Rating & Reviews, Amazon, Live Chat, and Emails.
•    Knowledge and understanding of our core brand principals, products, and services. Including customer service policies, procedures, and internal protocols.
•    Write fresh, engaging, personalized content on a daily basis and understand touch point-specific nuances and act as the face and voice of the brand through engagement. •    Utilize the Calleo Platform to engage with customers via Live Chat/Email in a non-scripted format.
•    Respond to negative Live Chat Ratings by following up with each customer via email to address their concern and follow through until resolution.
•    Engage and evaluate the validity of ratings and reviews via YELP and .com Ratings and Reviews.
•    Crisis Management: Flag all Hot Topic/Sensitive topics to Management and appropriate internal teams for immediate guidance and resolution.
•    Maintain service levels across various digital touch points to include a speed to proficiency on all Digital KPI’s of SLA, CSAT, AHT, and CPH.
•    Effectively assist and evaluate the needs of each customer to identify the best solution in the interest of providing an outstanding and personalized customer experience in live chat and email touchpoints.  
•    Assist and support in the continued education of our Outsourcing Partners through outsourcer feedback and trend spotting.
•    Support training and quality team in creating content and delivering digital Touch Point knowledge and trainings to internal/external teams.
•    Perform additional duties and responsibilities as required. 
 
Requirements: 
 
•    High School Diploma or GED; Bachelor’s degree in Communications or a related field preferred. 
•    2+ years experience in managing ratings and reviews sites and social media handles including Facebook, Twitter, IG, Yelp, Amazon and Ecommerce within a Customer Contact/Call Center is strongly preferred. 
•    Demonstrated proficiency in MS Office (Word/Excel/Outlook/Teams).  
•    Must have excellent customer-service skills, excellent attention to detail and the ability to multi-task. 
•    Must possess excellent communication (oral and written) and organizational skills. 
•    Must be able to type a minimum of 60+ words per minute. 
•    Ability to work independently with minimal supervision to meet tight deadlines, as well as the ability to work in a team-oriented environment. 
•    Must have strong analytical skills and flexibility to work weekdays and weekends (Saturdays) including mornings, afternoons and early evenings as required. 
 
The approximate pay range for this position is $45,000 to $60,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities as well as geographic location.
 
Nestlé offers performance-based incentives and a competitive total rewards package, which includes a 401k with company match, healthcare coverage and a broad range of other benefits.  Incentives and/or benefit packages may vary depending on the position. Learn more at: About Us | Nestlé Careers (nestlejobs.com)
 
Requisition ID: 
320956 

It is our business imperative to remain a very inclusive workplace.

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.

Nestlé Nespresso USA is an equal opportunity employer and is looking for diversity in qualified candidates for employment. If you require an accommodation in order to view or apply to open position, please dial 711 and provide this number to the operator: 1-800-321-6467.

This position is not eligible for Visa Sponsorship. 

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