Contact Center Specialist

SusieCakes Support Center Team Member

Please note that this is a fully onsite role, and flexibility to work evenings and weekends is required.

Are you passionate about providing exceptional guest service? Do you have experience in a bakery or call center environment? If so, we'd love to hear from you!

What Makes a Great Fit for This Role?

• A commitment to delivering outstanding guest service with warmth and enthusiasm.
• Experience in a call center setting, with strong communication skills.
• A positive, team-oriented attitude and a passion for creating memorable experiences.

Join us and be part of a team that brings joy to every celebration!

BENEFITS & PERKS:

• Predictable work schedule
• Generous 50% discount on all our delicious desserts!
• Birthday month PTO with complimentary cake
• Company holidays off (Thanksgiving, December 25th-27th, and New Year's Day)
• Medical, dental, vision insurance
• Vacation, 401k, FSA Paid Sick Time
• Referral Program
• Pet rescue reimbursement and pet insurance
• Flexible return to work schedule for maternity leave

At SusieCakes, we make old-fashioned, sentimental dessert favorites just like you may remember from your childhood! Our bakeries are filled with the delicious tastes and sweet smells of cakes, cupcakes, cookies, pies, and bars- all baked from scratch, on-site daily, using the freshest and finest ingredients. Our signature Celebration Cake is a birthday staple on tens of thousands of tables. Our bakeries mix the nostalgia of the past with the warmth and feel of a modern, neighborhood bakery. "Connecting through Celebration" is our purpose and what we strive for every day with our team members, our guests, and our community.

We are looking for exceptional individuals to join our team in Dallas, TX 75235! Susiecakes Support Center is lively and bustling with genuinely friendly people who have the "hospitality gene." Support Center Team Members understand the importance of what they do every day and are empowered to make days better. Their connections to our guests and each other as well as the Bakery Teams are what separates Susiecakes from other bakeries.

RESPONSIBILITIES:

• Responsible for connecting with our guests while answering questions and taking orders through a variety of channels (phone, emails, texts, & chat)
• Responsible for maintaining service quality standards by delivering premium service and treating each guest as a VIP.
• Handle all contacts in an efficient and professional manner, while documenting all information according to operational policies and procedures.

QUALIFICATIONS:

• One year of experience in a customer service environment (contact center preferred)
• Previous food handling experience in either the hospitality or food and beverage industry is a plus but not required
• Proficiency in using computers, both for data entry, as well as for rapid navigation through systems to help support our guests.
• Ability to adapt to change in accordance with the business needs of the company
• Ability to follow scripts, identify guest needs, clarify information, and provide solutions
• Attention to detail while multitasking
• Excellent verbal and written communication skills with active listening
• Strong time management and decision-making skills
• Ability to acquire and maintain knowledge of Susiecakes products and decoration options
• Ability to close sales and upsell products and options
• Commitment to hospitality and the ability to care for our guests

We are an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with all applicable federal, state, and local laws.