Customer Experience (CX) Associate - Portland, OR

 

 

The Customer Experience (CX) Associate is a highly knowledgeable, experienced ambassador to the world of third-wave coffee and home espresso who lives and breathes the Clive Coffee values day in and day out. As the first point of contact for both new and existing customers, the CX Associate is responsible for providing a white-glove experience. Whether that means talking through our full product lineup with a new customer to land on the perfect home setup or educating an existing customer on various techniques for how to get the best from what they’ve got, the CX Associate is always proactive, helpful, approachable, thorough, conscientious, empathetic, and a true partner to our customers by always doing their best to heighten and demystify the coffee enthusiast journey.

We’re always interested in talking to coffee fanatics (current baristas, ex-baristas, and highly knowledgeable wanna-be baristas) about shifting careers. If you're passionate about the world of specialty coffee and all of its tools, and can see yourself spending most of your day talking with customers and getting into the weeds of our product lineup and their home espresso needs, then this job is for you!

Details:

  • FTE: Full-time
  • Available schedules: Monday - Friday and Tuesday - Saturday
  • Location: Portland, OR (on-site)
  • Pay starts at: $19.50 per hour with eligibility for regular, structured step increases associated with tenure (automatic increases following 90 days, 6 months, and then every 6 months for first 24 months of employment) and monthly commission potential
  • FLSA Status: Non-exempt
  • Benefits: Eligible for Medical, Dental, and Vision benefits, 401(k) with matching, up to two weeks paid time off, six paid holidays, employee discounts, specialty coffee on-site, a relaxed dress code, and a dog-friendly office
  • Reports to: Customer Experience & Technical Support Manager

Areas of Responsibility & Accountability:

  • Provide a level of white-glove customer service that reflects the sophistication and elegance of our high-end espresso machines, ensuring that every interaction is as refined as our products
  • Approach every customer interaction with empathy and keen judgment, ensuring you understand their needs, and follow the best course of action to deliver a seamless and satisfying experience
  • Answer incoming calls, emails, and chats in a timely manner, e.g., no customer should be left waiting more than 4 hours for an email or 1 hour for a phone call during our regular business hours
  • Always be proactive with all customer support and outreach (never request that a customer do something for us, such as remember to call us back)
  • Collaborate effectively across departments, proactively sharing feedback and ideas to improve processes, enhance customer experience, and drive continuous improvement
  • Have a clear knowledge of product specifications and functionality, as well as an eagerness to continue learning
  • Utilize tasks and reminders to ensure that no required follow-up falls through the cracks during the busy day
  • Promote an excellent experience in our showroom by helping to maintain a vibrant, welcoming atmosphere that feels energetic, high-end, and hospitable for people of all ages and backgrounds
  • Greet all showroom customers and provide them with friendly, knowledgeable service, your undivided attention, and product demonstrations
  • Help to maintain the showroom by keeping the space clean, tidy, and organized, including the displayed machines, grinders, accessory tables, and the customer restrooms
  • Support Clive’s One-on-One Coaching offerings by conducting individual, remote, and one-on-one teaching sessions with customers, as needed

Requirements:

  • Minimum of a High School Diploma (or equivalent)
  • Must be an eager, fast learner as well as technologically savvy
  • Must have existing professional or extensive hobbyist knowledge of "third-wave coffee" or the specialty coffee industry, as well as experience with semi-automatic espresso machines
  • Excellent listening, written, and verbal communication skills, with the ability to be on the phone throughout most of the workday
  • Must be able to work well with a team and operate as a professional, happy spokesperson for Clive Coffee by being consistently positive and approachable
  • Must be a self-starter and motivator with strong time management skills and the ability to multitask
  • Must have weekend availability and the ability to work your regular schedule from Thanksgiving through Christmas (there is a vacation blackout during our busy holiday season)

       

      To take the next step, please email jobs@clivecoffee.com with your resume and a little about your interest in working at Clive.