Client/Customer Support Representative - Tier 2 Support

• Our promise– Experiences that WOW.
• Our products–Remarkably fresh.
• Our places– Interactive and creative.
• Our People– Create special memories.
• Our purpose–To celebrate what’s good in life.

• Diligently respond to incoming support request tickets from our Franchise Operators, following up via email and/or phone call as needed while prioritizing superior customer service and a positive experience
• When appropriate, engage cross-functional corporate departments to collaborate and resolve tickets, following up as needed to ensure completion
• Serve as an excellent team member to your peers, providing support as needed to foster a positive team culture
• Act with a sense of urgency to ensure tickets are successfully handled in accordance with our service level agreements for turnaround time, without sacrificing quality and a positive experience for your customer
• Establish credibility quickly and maintain trust with our Franchise Operators and Managers – providing accurate information and timely problem resolution
• Handle situations in the best interest of both our Franchise Operators and the company
• Use professional judgment to decide when a ticket and/or concern needs to be escalated
• Other ad-hoc projects and responsibilities may be added

• Customer Service experience in a consumer-facing industry, such as retail, financial services, or hospitality/travel or similar
• Experience with Microsoft Office products
• High School diploma or equivalent, college degree preferred
• Bilingual skills (especially Spanish) are a plus

• You prioritize providing superior customer service by listening carefully to understand the request/problems, and working with urgency to provide solutions, leaving a positive impression for your customer
• You can multitask while managing a high volume of incoming tickets with ease and can prioritize work to ensure deadlines are met
• You work well under pressure when faced with challenging situations
• You demonstrate confident and succinct communication skills (verbal and written)
• You are a self-motivated individual who has a keen focus on delivering results
• You pick up on technical tasks quickly, such as learning and operating new systems and software programs, and are motivated to learn new skills and knowledge
• You contribute to a team-oriented environment and are excited to work alongside peers and cross-functional partners

• Onsite work environment with work from home flexibility, fostering collaboration and relationship building with peers, cross-functional partners and leadership
• The stability and resources of an industry-leading company successfully operating for 25 years, with the agility and innovation of a startup, allowing you to make a significant impact and shape our future.
• Growth & Development – Each team member has visible and immediate impact on the business, offering abundant opportunities for personal and professional growth as we scale in size and sophistication
• Healthcare plans that include health/dental/vision insurance, 401K Plan, company paid life insurance and short-term disability, flexible spending account options and more
• Paid time off, including sick days & holidays to support work life balance

Edible Arrangements