Seasonal Customer Care Representative

Job Description

Job Description

As a Seasonal Customer Care Representative, you will serve as an important point of contact between our customers and our brands. You will assist customers with placing orders, providing product and service information, answering questions, resolving concerns, and creating a positive experience across every interaction.

Our Customer Care team supports customers through phone, email, and online chat. We are looking for individuals who are customer-focused, dependable, adaptable, and comfortable working in a fast-paced, high-volume environment.

Responsibilities

• Provide exceptional customer care through telephone, email, and online chat.
• Assist customers with placing new orders, modifying orders, and purchasing additional products.
• Provide accurate information regarding products, pricing, promotions, shipping, delivery, and services.
• Listen to customers’ questions and concerns, demonstrate empathy, and take ownership of finding an appropriate resolution.
• Resolve customer issues within established guidelines and escalate matters to a Customer Care Specialist, Supervisor, or other appropriate department when necessary.
• Maintain accurate customer and order records in the company's order management system.
• Document customer interactions, actions taken, and important details to ensure continuity of care.
• Identify recurring customer concerns, product issues, or process gaps and communicate them to leadership.
• Follow established Customer Care policies, procedures, and quality standards.
• Protect customer information.
• Navigate multiple systems and applications simultaneously while maintaining accuracy.
• Participate in training, coaching, quality assurance, and ongoing learning opportunities.
• Assist and support other Customer Care team members and departments as needed.
• Remain flexible and adapt to changing priorities, particularly during peak and seasonal periods.
• Maintain a professional, positive, and customer-centered approach in every interaction.

Qualifications

• High school diploma or equivalent preferred with at least 3-5 years in the Customer Service/Customer Care field.
• Exceptional verbal and written communication skills.
• Demonstrated ability to actively listen, show empathy, and communicate professionally.
• Strong problem-solving and decision-making skills.
• Ability to build rapport and effectively communicate with customers with different personalities, needs, and expectations.
• Ability to remain calm, patient, and professional when handling difficult or dissatisfied customers.
• Strong attention to detail and accuracy when entering and updating customer and order information.
• Comfortable working with multiple computer applications and platforms simultaneously.
• Basic proficiency with Microsoft Office and other computer applications.
• Ability to learn new technology, systems, and processes quickly.
• Ability to work effectively in a high-volume environment while maintaining quality and accuracy.
• Strong teamwork and collaboration skills.
• Dependable attendance and punctuality are essential.
• Ability to sit and work at a computer for extended periods.
• Must be flexible and available to work assigned seasonal hours, including weekends and extended hours during peak periods as needed.

What We're Looking For

The ideal candidate is someone who understands that Customer Care is more than answering a customer's question. It is about creating an experience.

We are looking for someone who:

• Puts the customer first.
• Is willing to learn and accept coaching.
• Can move comfortably between phone, email, and chat.
• Pays attention to details.
• Communicates well with both customers and teammates.
• Can adapt quickly when priorities change.
• Understands the importance of documentation and follow-through.
• Brings a positive attitude and professional presence to the team.

Job Type: Temporary, Full-time/Part-Time, Non- Exempt

Schedule:

• Day shift

Following all requirements under the MD Healthy Working Families Act

Work Location: In person

Chesapeake Fine Food Group is a fast-growing gourmet food company located in Owings Mills, MD, operating in direct-to-consumer mail-order and on-line markets. Our specialty is custom-developed heat-and-eat foods, delivered frozen directly to the consumer. Through our nationally distributed brands: Mackenzie Limited and Chesapeake Bay Crab Cakes & More we offer more than 600 unique high-end gourmet foods. Our work environment is decidedly collaborative, fast-paced, and fun, and we believe in promoting from within, with many possibilities for upward movement as the company grows.

Company Description

Chesapeake Fine Food Group is a fast-growing gourmet food company located in Owings Mills, MD, operating in direct-to-consumer mail-order and on-line markets. Our specialty is custom-developed heat-and-eat foods, delivered frozen directly to the consumer. Through our nationally distributed brands: Mackenzie Limited and Chesapeake Bay Crab Cakes & More we offer more than 600 unique high-end gourmet foods. Our work environment is decidedly collaborative, fast-paced, and fun, and we believe in promoting from within, with many possibilities for upward movement as the company grows.