JOB OVERVIEW

Title: Seasonal CX Specialist

Reports To: CX and Corporate Gifting Manager

Hours: Part-time, variable

Pay: $18.00 - $19.00 per hour

Anticipated Start Date: ASAP

Our mission at Milk Bar is to celebrate the everyday! As a CX Specialist, you will lead with this mission in mind in every external and internal facing customer interaction. Along with being able to fulfill the responsibilities and skills requirements listed below, we are looking for a team member who is a people person, believes in the value of hard work while also having fun and that success comes with a can-do attitude. Please note the hours for this role will vary between 15-30 hours per week based on demand, with the potential of increased hours during the peak holiday season.

JOB RESPONSIBILITIES

• Acknowledge and resolve customer issues accurately, calmly, and efficiently through email, chat, and phone while maintaining a positive, empathetic, and professional attitude toward customers at all times.

• Handle customer issues of delays, damages, mispacks, order edits, etc.

• Work cross-functionally with production, distribution, and 3rd party logistics providers to ensure efficient operations.

• Notice even the smallest trends and customer pain points and communicate to the appropriate team (Ecomm, Operations, Bakery) to make sure we consistently deliver a white-glove customer experience.

• Accurately log and track customer orders in the CRM system, ensuring all details are complete and up-to-date.

• Meet or exceed key performance indicators (KPIs), including resolution time, first-contact resolution, and customer satisfaction.

• Participate in team meetings and strategy sessions, providing feedback to enhance team workflows and processes.

• Ensure every customer interaction is met with the Milk Bar spirit and brand voice.

• Learn our products inside and out in order to offer advice and help customers find the product(s) that best fit their needs (or taste buds!) We want you to fully understand and exhibit the Milk Bar ethos, embody our core values, inspire celebration, and create real magic. You will serve as a brand ambassador, both internally and externally.

SKILLS & REQUIREMENTS

• 1-2 years prior experience in retail sales, food/hospitality industry, direct-to-consumer business, or a call center.

• Ability to work independently in a busy and high-pressure environment.

• Ability to communicate clearly and professionally, both verbally and in writing, with strict attention to detail.

• An enthusiasm for working with people and comfort in speaking with people over the phone with a calm demeanor and the ability to handle conflict without losing your cool.

• Must be extremely organized and able to prioritize duties with minimal instruction.

• Fluency preferred with: Shopify, Microsoft Word & Excel, and Google Suite (such as Docs, Sheets, Gmail, and Calendar).

• Experience with eCommerce technologies and CRM systems preferred.

• Hybrid Schedule: Employees in this role are expected to be local to NYC and have the flexibility of coming into an office for training purposes and as-needed to collaborate with CX Manager. Flexible schedule with weekend availability.

The pay range for this role is $18.00 to $19.00 per hour. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience and certifications. In addition to those factors, we consider the relative pay of our current employees in similar positions when making a final offer.