Customer Experience Representative

*At Porto's Bakery, our mission is to rise every day to better the lives of those we call family – our team, our guests, and our communities. Enjoy a career enriched with opportunities where you can grow in a fun, fast-paced and family-friendly environment. Porto's Bakery truly believes that the secret to our success lies in the hands of our valued team members we employ.* Role Overview We’re looking for a Customer Experience Representative to join our Guest Service team. This office-based role supports guests across multiple service offerings through phone, email, live chat, online reviews, and other digital channels. In this role, you’ll be a warm and welcoming voice for our guests, answering questions, resolving concerns, investigating order issues, and partnering with internal teams to create exceptional experiences. This is a great opportunity for someone who enjoys helping people, solving problems, and working across multiple systems to support our guests. Key Responsibilities Provide thoughtful and timely support for guest questions, concerns, and post-purchase needs. Assist guests with online orders, delivery issues, account inquiries, payments, and product concerns. Investigate and resolve escalated guest concerns and critical claims with sound judgment and follow-through. Answer incoming calls and communicate professionally across phone, email, live chat, and online review platforms. Provide accurate information regarding products, ingredients, allergens, services, and order details. Support special requests, large orders, and catering inquiries while coordinating with internal teams. Respond to online reviews and assist with chargebacks and dispute documentation. Meet established service expectations for quality, accuracy, response time, and follow-through. Support department initiatives and other administrative projects as needed. What We’re Looking For: High school diploma or equivalent required. Two or more years of customer service experience in a contact center, e-commerce, hospitality, retail, or similar environment. Experience supporting customers through phone and written communication, including email or live chat. Strong communication, organization, and problem-solving skills. Ability to manage multiple priorities while maintaining attention to detail and excellent service. Comfortable learning and working across multiple technology platforms and systems, such as CRM, e-commerce, review, payment, and order-management platforms (e.g., Gorgias, Shopify, Google/Yelp Reviews, Judge.me, DoorDash, Uber Eats Merchant, ShipStation, Tillster, Fiserv, Clover, Stripe, Microsoft Office, and Google Workspace). *Experience with every platform is not required.* Reliable attendance and availability to work assigned shifts, including evenings and weekends. Qualifications High school diploma or equivalent required. At least two years of direct customer support experience in a contact center, e-commerce, hospitality support, consumer service, or similar environment. Experience supporting customers through phone and written channels, including email or live chat. Strong written and verbal communication skills, with the ability to communicate clearly, professionally, and warmly. Strong judgment and the ability to recognize when a concern requires immediate escalation. Excellent attention to detail, organization, and follow-through. Ability to manage calls, emails, follow-ups, and time-sensitive concerns while meeting established service benchmarks. Warm, upbeat, and composed communication style with a genuine interest in helping others. Reliable attendance and availability to work assigned shifts, including evenings and weekends. Preferred Qualifications: Experience with CRM, ticketing, e-commerce, delivery, or order-management systems. Experience supporting online orders, refunds, shipped products, or customer accounts. Bilingual English and Spanish communication skills. Why Join Us? Be part of a company known for exceptional hospitality and quality Work with a collaborative and supportive team Opportunity to grow within a dynamic and fast-paced environment Help create memorable experiences for guests every day Benefits: (*Eligible employees receive)*: Paid Vacation Paid Observed Holidays \ * Paid Sick Days 401(k) Health, Vision, Dental, and Life Insurance Employee Discounts Sweet Perks: Flexible scheduling Growth Advancement Opportunities Competitive Pay Referral Program Fun Employee Events Family-oriented and Diverse Culture Discount Programs for Amusement Parks, Retailers, Movies, and MUCH MORE! *In observance of the following Holidays, we are Closed: Memorial Day, Day after Thanksgiving, Christmas Day, and New Year’s Day. *We are an e-verify and Equal Opportunity Employer.* Pay: From $20.00 per hour Application Question(s): Are you available to work weekends, holidays, and overtime? Experience: Customer service: 1 year (Required) Work Location: In person #J-18808-Ljbffr