Customer Care Supervisor at Imperfect Produce
Tucson, AZ, US
About Imperfect
 
Imperfect is a produce delivery startup on a mission to reduce food waste and to make fresh produce more affordable, accessible, and convenient. We source produce directly from farms, which would otherwise go to waste, and deliver it to customers' doors for an average of 30% less than grocery store prices. Since our start in 2015, our customers have saved millions of pounds of produce from going to waste.
 
Imperfect is more than just a produce box! In everything we do, we bring an appetite, lead with heart, embrace imperfection, and work to grow the movement. We aim to cultivate sustainable environments everywhere we go–whether in the office, warehouse, or field. By working at Imperfect, you’re helping build a more sustainable and effective food system. You’re helping fight food waste. You’re ensuring farmers are rewarded for their full harvest. You’re improving access to healthy food in food deserts. With each curvy cucumber and misshapen potato, you’re helping shape our world for the better.
 
We're headquartered in San Francisco with operations in each of our cities: the San Francisco Bay Area, Los Angeles, Portland, Seattle, Chicago, Indianapolis, Milwaukee, San Antonio, and Austin.
 
We're looking for folks who are positive, motivated, and ready to change the world. If that sounds like you, drop us a line!
 
 
About the Role:
 
The Customer Care Supervisor is tasked with managing the day to day performance of CC Associates at our Customer Care center in Tucson, AZ. Major responsibilities include training, developing, and motivating a team of about 15 Associates to meet company objectives and satisfy customers.

Responsibilities

    • Motivate Customer Care Associates in servicing Imperfect produce customers to drive engagement and deepen loyalty
    • Achieve customer retention targets while meeting and exceeding teams’ quality and customer satisfaction goals
    • Ensure timely customer resolution by leveraging the Knowledge Base Program
    • Regularly review business process and procedures against customer complaints to enhance the customer experience and reduce customer effort
    • Maintain a significant level of knowledge of customer care technology, operations and processes, methods and procedures, competitive issues and interdepartmental operations
    • Ensure Customer Care workforce is trained regularly on the latest customer service software, social media channels, and industry trends in order to achieve company objectives
    • Continuously coach Customer Care Associates on their conflict resolution techniques and provide feedback for improvement
    • Foster an environment of highly engaged, happy employees with low attrition

Skills and Qualifications

    • 2+ years call center experience
    • Exceptional communication skills
    • Proficient using Microsoft Office, Google Drive, and SLACK
    • Experience with Zendesk or similar customer service software
    • Highly organized and strong attention to detail
    • Ability to problem-solve and think on your feet

About You

    • You’re passionate about teaching and training others to meet their maximum potential
    • You’re customer service-minded and look forward to the opportunity to delight and surprise both internal and external customers
    • You’re competitive. Friendly competition motivates you
    • You understand that Customer Care is a 24/7 type environment
    • Passionate about our mission to eliminate food waste

Details of Position

    • This is a full-time, non- exempt position reporting to the Customer Care Manager in Tucson
    • Benefits include healthcare, vacation days, stock options, 401k and free produce (based on location)
    • All offers subject to 30 day provisional employment period
    • Position to start early December 2018

Physical Requirements

    • The person in this position needs to move about inside the office to actively assist the team
    • Regular work with computers, including keyboards, mouses, and screens; regular use of mobile devices, including smartphones and tablets also required
Individuals seeking employment at Imperfect Produce are considered without regard to race, color, religion, national origin, age, gender, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.