Coffee Concierge (Customer Service Representative)

Job Description

Job Description

Role Summary

Are you passionate about coffee, connecting with people, and delivering great customer service?

Katz Coffee is looking for the perfect Coffee Concierge (Customer Service Representative) to put the heart in our customers' experience.

As a Coffee Concierge, your day begins with a fresh cup of our finest brew and a quick check of your inbox to see what orders and inquiries have come in overnight. Throughout the day, you’ll field calls and emails from a variety of customers—restaurants finalizing their weekly orders, coffee shops asking about seasonal blends, offices restocking their breakroom essentials, and occasionally an individual looking for advice on their next favorite cup. 

You’ll process orders with precision, answer questions with expertise, and provide tailored recommendations ensuring every customer feels like family. 

If you can brew up charm, compassion, and efficiency in every interaction, this is the perfect role for you! 

Since 2003, we’ve been honored to serve many of Texas's highly-acclaimed chefs, restaurants & coffeehouse owners. Now shipping our Liquid Love all over the US, we specialize in small-batch, custom roasting, with a focus on sourcing the finest coffee beans from farmers around the world. Our ultimate goal is to achieve perfection on every cup.

Responsibilities 

• Customer Support & Sales : Engage with customers via phone, email, and chat to answer questions, resolve concerns, and guide them to the perfect coffee solutions.
• Order Management : Process orders efficiently and accurately, ensuring a seamless experience from bean to brew.
• Relationship Building : Foster long-term relationships with customers by understanding their preferences and anticipating their needs.
• Product Expertise : Stay up-to-date on all our coffee blends, brewing methods, and equipment to provide tailored recommendations.
• Problem Solving : Address customer challenges with creativity, patience, and empathy.
• Upselling & Cross-Selling : Identify opportunities to enhance customer orders with additional products or services they’ll love.
• Team Collaboration : Work closely with sales, operations, and marketing teams to ensure a unified and delightful customer journey.

Qualifications

• Passion for Coffee : A love for coffee is essential; professional coffee knowledge is a bonus (but we’ll happily train you!)
• Experience: customer service experience required, bonus points for Coffee, Beverage, Food or Hospitality industries
• Latte Love for Customers: You love connecting with people and simplifying hard conversations.
• Communication Skills : Exceptional verbal and written communication skills. 
• Organization : The ability to juggle multiple tasks without spilling your coffee.
• Attention to Detail : Please include the phrase "hawk-like" in your cover letter to show you've read this job description carefully.
• Tech Savviness : Familiarity with CRM systems, order management software, and basic Microsoft Office skills.
• Problem Solver : Quick on your feet and able to find solutions that keep customers smiling.
• Team Spirit : A collaborative mindset and a willingness to support your team in all things caffeinated and beyond.