Customer Service Representive – Social Media and Email

Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9), HST (UTC -10), SBT (UTC +11), GMT (UTC +0), CET (UTC +1), EET (UTC +2), MSK (UTC +3), AST (UTC -4), FKST (UTC -3), NST (UTC -3:30)

Join us on our mission to create really good tasting chocolate with none of the junk. As a member of ChocZero, you will help answer our customer inquiries on social media and through our website 5 days a week. We’re a customer first brand, dedicated to providing best-in-class solutions and policies for our community and giving them only the best–just like our chocolate!
This work from home role is capable of being filled anywhere in North America or Europe/UK time zones, but fluency in English is a must. Customers will ask a variety of questions, including ones regarding macros and dieting, and the ability to be colloquial and fast-paced with them is needed for authenticity. Hesitation can result in a customer feeling misguided, and while we do provide guidelines and macro replies, we prefer a person first approach where our customer service agents are commended for moving beyond the macro and into practical solutions for customer problems. 

What you’ll need:
Deep passion for being a customer advocate.
A familiarity with social media platforms and emojis 🫠
Enthusiasm about chocolate, and a willingness to learn technical details about what it takes to make sugar free goodies
Flexibility – Schedule and hours may vary to fit the business needs, such as holidays or weekends
Exceptional organizational skills and grammar
What you’ll do:
Promote ChocZero and its variety of unique chocolates, as well as maintain the authentic voice of the brand through all engagement: email, SMS, and social media
Process customer requests in a timely fashion while maintaining accura
Escalate inquiries and issues when required.
Manage communications with potential customers, reassuring them as needed of frequently asked questions
Assist with managing reviews and making sure any review under 5 stars is replied to personally, with customer outreach given
Qualifications
High School Diploma or equivalent
A minimum of 1 year in customer service role
Ability to clearly demonstrate exceptional written English skills
Prove strong problem-solving skills by assessing a problem, researching a solution, and working with a customer to completion
Outstanding organization and time management skills with attention to detail
Must work well independently and with a team