Sr. Candy Concierge

Customer Service Representative

Work is Sweet! 'Quality without Compromise' is not just a motto at See's Candies. It is the most important ingredient in our recipe for success. See's Candies has been in business since 1921 and maintains a reputation for producing the highest quality candy and providing superior customer service.

See's is a leader in the confectionery industry with over 250 retail shops across the USA, a growing e-commerce business, and expanding opportunities internationally. We are seeking friendly, enthusiastic individuals who are passionate about helping us grow and thrive in our second century.

Job Description Summary:

To provide exceptional, multi-channel customer service by handling inquiries, orders, and issue resolution with professionalism, accuracy, and enthusiasm. This role supports sales goals through effective communication, upselling, and product knowledge, while also contributing to team success by mentoring seasonal staff and maintaining high performance standards. The ideal candidate is customer-focused, detail-oriented, tech-savvy, and adaptable, with strong communication skills and a commitment to See's Core Principles. The pay range for this position is expected to be $22-25 per hour; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.

Job Description:

Position Responsibilities:

• Deliver exceptional customer service via phone, email, chat, and text, aligned with See's Core Principles.
• Manage customer inquiries, order entry, account setup, adjustments, and literature requests.
• Recommend products and programs tailored to customer needs; process orders, payments, and shipping details; apply upselling techniques to meet sales goals.
• Resolve customer issues promptly and accurately, document compliments and complaints.
• Support seasonal staff by acting as a peer leader, providing guidance, and assisting with onboarding and training.
• Handle escalated calls and ensure customer satisfaction through effective issue resolution.
• Serve as a floor support resource, offering real-time assistance to agents.
• Participate in training to stay updated on products, promotions, and service practices.
• Maintain knowledge of all product lines and programs, including eCommerce, Volume Savings, Fundraising, and Corporate Gifting.
• Duties can include handling inbound/outbound calls, chats, cases, tracing, Gift Services order entry, processing shop worksheets, Yumraising support, logo, and Amazon support.
• Meet or exceed performance metrics such as call quality, response time, and customer satisfaction.
• Ensure regular and punctual attendance per company policy.
• Support the Senior Supervisor in leading Seasonal Candy Concierge and monitoring performance during training and nesting phases.

Competencies:

• Customer centered
• Listening skills
• Sales focus
• Attention to detail
• Effective communication
• Integrity
• Conflict resolution

Minimum Qualifications:

• Customer service experience required; call center or sales/telemarketing background preferred.
• Clear, friendly phone voice with strong verbal communication skills.
• Detail-oriented with the ability to work quickly and accurately while maintaining professionalism and enthusiasm.
• Proficient in typing and PC keyboarding by touch.
• Familiar with CRM systems, order management tools, live chat, and multi-channel communication platforms.
• Flexible availability, especially during peak holiday seasons.
• Quick to learn new technologies and adapt to change positively.
• Experience handling customer interactions across phone, email, chat, and SMS is a plus.

The total compensation package for this position may also include other elements, in addition to a full range of generous medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

See's is an EOE See's will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state or federal law (including San Francisco Ordinance #131192 and Los Angeles Municipal Code 189.00).