Overview

Job Description:

Join the Customer Experience team while working from home!  We have delighted fans for over 100 years.

We are looking to fill positions on a contract basis supporting e-commerce sales, Shop fans, and inbound sales team. The ideal candidate will have experience in the customer service industry, demonstrate empathy, and enjoy assisting our fans via phone, email, and chat.

Hours:

·         20 to 30 hours/week, increases to 35+ hours/week during holidays

·         Normal business hours:

Mon-Fri: 8am – 6pm CST, Sat: 9am-2pm CST

·         Holiday business hours:

Mon-Sat: 8am – 8pm CST, Sun: 10am-6pm CST

Job Responsibilities Include:

  • ·         Deliver excellent customer experience; placing orders, reviewing existing orders, quality concerns, shipping inquiries; product questions, Shop support, and more.
  • ·         Handling high volume of inbound phone calls/chats/emails from our fans.
  • ·         Strive for accuracy, speed, empathy while offering additional items to increase sales.
  • ·         Record customer information within our customer service applications including ZenDesk, BigCommerce, and NetSuite.
  • ·         Engage with fans in a friendly and professional manner using active listening skills.
  • ·         Offer support and solutions in accordance with company policies and expectations.
  • ·         Provide timely and thorough resolution (common inquiries include product information and recommendations, returns/exchanges, shipping information).
  • ·         Remain knowledgeable on company products, new releases, and features.
  • ·         Be engaged. Communicate with management to escalate problems, recommend resolutions, and improve our customer experience.

Tagged as: customer experience, netsuite, zendesk

About

In 1949, a female entrepreneur, named Gladys brought her secret family popcorn recipes for CaramelCrisp, CheeseCorn, Buttery and Plain to Chicago. Gladys used her husband, Claude Garrett, as the namesake to open the first “Garrett Popcorn Shops” on 10 West Madison Street in downtown Chicago. The great taste, quality ingredients and welcoming experience quickly made Garrett Popcorn Shops a fan-adored, Chicago staple. Fandom for this family company spread fast; fans would wait two to three hours in line for warm, fresh Garrett Popcorn. Fans even created the world-famous Garrett Mix® by requesting to mix CaramelCrisp and CheeseCorn. And here, the original-Chicago style popcorn was born. After over thirty years of running the business, Gladys passed the company to her daughter, Joan in 1982, who grew up making CaramelCrisp at the10 W Madison Shop. By 1992, Joan passed the company to her daughter, Karen. By this time, Garrett Popcorn Shops, which then consisted of four Shops, had become deeply embedded in the Chicago community and a popular treat for local celebrities. To meet the increase in fan demand, the first Garrett Popcorn website was launched in 1993 along with a mail order business. In 2005, the Chody family had the opportunity to purchase Garrett Popcorn Shops. As life-long fans(and Megan Chody’s pregnancy craving), Lance and Megan Chody along with their three daughters had a vision to grow this family business, while maintaining the fan-adored handcrafted traditions. Within four years, the Chody family expanded Garrett Popcorn Shops across Chicago and the US, opening the first international Shop in Dubai. And the growth didn’t stop there. In 2020, Garrett launched into grocery stores for the first time in the company’s 70-year history! Today, Garrett Popcorn cooks still make the same family recipes that Gladys first introduced to Chicago in 1949. Each recipe in Shops is made fresh daily and every website order is made fresh the same day it’s shipped. There are now over fifty Garrett Popcorn Shop across the US, Thailand, Korea, Japan, Hong Kong, Singapore, Malaysia and UAE. Garrett is also in over 100 grocery stores with four uniquely indulgent recipes: S’mores, Simply Cocoa, Simply Strawberry®, Simply Matcha. What’s next? You’ll have to stay tuned. We promise it’ll be delicious!

Qualifications

• Applicant must successfully pass classroom training and meet all performance expectations. • Must have friendly professional speaking voice and professional communication skills (written and verbal). • Exceptional sales ability: must be able to enthusiastically motivate customers to purchase products and/or services. • Proficiency in cloud based based-systems, and Microsoft office applications (Outlook, Word, Excel) required. • Experience with Zendesk or other CRM ticket-based system. • Professional experience within an e-commerce setting is preferred. • Patience and empathy. • Self-driven. Fast Learner and a Problem Solver.