CUSTOMER SUCCESS REPRESENTATIVE

Overview Farm to People is looking for an empathetic, customer‑focused “people person” to join our small, dedicated team and help deliver an exceptional online grocery experience. As a fast‑growing company committed to making local food accessible and fun, you will listen with empathy, respond with concern, and provide customers with the knowledge and assistance they need to eat locally and live well. Responsibilities Assist customers with questions, concerns, and requests via phone call, text message, and email, maintaining the brand voice. Communicate customer concerns to appropriate teams (operations, fleet, technology, etc.) to effect necessary change and prevent recurrence of undesired experiences. Track and monitor key performance indicators such as email response times, delivery satisfaction survey responses, and credits/refunds issued. Field phone calls and text messages from delivery drivers who require assistance locating or communicating with customers while on delivery routes. Identify high‑volume repetitive workflows and partner with tech to design automated solutions (AI triage, auto‑tagging, suggested replies, proactive notifications, self‑serve OWS). Measure automation impact on response time, resolution rate, labor allocation, and CSAT. Develop and maintain updated snippets, templates, and workflows to ensure quick, accurate, and consistent responses. Collaborate with the Tech team to test and prioritize improvements to both customer‑facing platforms and internal support systems. Collaborate with the Fleet team to communicate and troubleshoot customer delivery experiences. Serve as customers’ voice and advocate in internal team meetings, ensuring all decisions consider customer preferences. Communicate unexpected order and/or product availability changes to customers promptly. Assist with miscellaneous printing, spreadsheet formatting, and office tasks as required. Qualifications Admiration for the “Zappos way” of approaching customer service. Superior verbal and written communication skills, able to navigate disagreeable situations. Strong sense of urgency and firm grasp of business ethics. Positive, empathetic, and motivated, with genuine concern and passion for helping others. Analytical thinker who turns data into actionable strategies. Self‑professed foodie with broad knowledge of produce varieties, growing practices, and clean ingredients. Conscious coworker who supports a positive and professional work environment. Quick learner comfortable navigating multiple internal systems and processes daily. Excel/Google Sheets proficient with advanced functions. Change agent willing and able to keep up with evolving challenges of grocery delivery. Schedule Full‑time position with a variable schedule. Availability Tuesday‑Saturday is strongly preferred. Perks 30% discount on Farm to People. PTO: 1 hour earned per 30 hours worked. Up to 80% coverage of health insurance plan. Compensation Hourly wage: $24 per hour after a 4‑week training period at $20 per hour. #J-18808-Ljbffr