Job description
At Caribou Coffee we create day-making experiences that spark a chain reaction of
GOOD! This is our purpose. Our team brings this to life by focusing on what’s really important around here –
TEAM, GUEST, QUALITY! It’s that simple. If you’re ready to work somewhere you can be yourself while making an impact on your community, creating life-long relationships, and serving the best coffee around, join our herd! Apply today and be part of the ‘Bou Crew!
Position Overview: Customer Service Representative 1 delivers day making experiences to guests reaching out to the Guest Relations team via telephone, email, social media, chat and other touchpoints. This position resolves issues, answers questions and rebuilds relationships with guests.
DOING – What you deliver:
DOING – What you deliver:
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Responds to phone, email, web, chat and social media-initiated requests from all guests with the goal to resolve and answer contacts in a single call or contact whenever possible
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Document and track content of contacts using Microsoft Dynamics CRM by categorizing and providing a summary of the contact.
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Answering questions and solving issues for guest surrounding their Perks account, mobile app, gift cards and other forms of payment.
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Actively work with other members of the guest relations team as well as other departments to work to consistently improve the guest experience and lower contact volume.
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Partner with other internal departments to learn and find answers to guest inquiries and to become well versed in Caribou standards, products, policies and culture.
BEING – How you show up
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Brings the Core Values to life in all that you do: Support One Another, Make Fun Happen, Be Yourself, Take Ownership, Serve With Love.
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Respond to guests with empathy, an open mind and willingness to work together to resolve issues.
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Support other members of the team by working together to solve issues and answer questions.
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Assume positive intent from guests and teams.
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Make conversations with guests uniquely your own and bring your personality to form connections.
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Ability to adjust and adapt to change while staying focused on the project deliverables.
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Possesses a clear and engaging communication style rooted in a desire to understand others and cocreate solutions.
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Excel in a fast paced, results oriented, and dynamic environment; flexible and can respond quickly and effectively to business issues.
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Ability to work independently, manage and follow through multi-step project steps/procedures consistently.
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Demonstrates an entrepreneurial spirit with strong detail orientation.
Education/Training/Experience:
Required:
Required:
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2+ years Guest Relations experience
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High school degree or GED equivalent
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Proficient in Microsoft Office
Preferred:
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1+ year in Caribou Coffee retail store (SL level or above)
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Post-secondary education degree
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Proficient in Microsoft Dynamics CRM Service
Physical Demands:
The physical demands for this position are sits, stands, bends, lifts, and moves intermittently during
hours. These physical requirements may be accomplished with or without reasonable accommodation.
The physical demands for this position are sits, stands, bends, lifts, and moves intermittently during
hours. These physical requirements may be accomplished with or without reasonable accommodation.
The duties of this position may change from time to time. Caribou reserves the right to add or delete duties and responsibilities at the discretion of Caribou or its managers. This job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive. Caribou Coffee Company Inc. and its subsidiaries (“Company”) are proud to be Equal Opportunity Employers of Minorities, Women, Protected Veterans, and individuals with Disabilities and do not discriminate based on gender identity or sexual orientation.
The physical demands for this position are seeing, hearing, speaking, reaching, lifting up to 50 pounds, sitting, standing, for 4 to 8 hours, bending, and moving intermittently during working hours. These physical demands may be accomplished with or without reasonable accommodations.
The duties of this position may change from time to time. Caribou Coffee reserves the right to add or delete duties and responsibilities at the discretion of the company or its managers. This job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive.
Caribou Coffee Company, Inc. and its subsidiaries (“Company”) are proud to be Equal Opportunity Employers of Minorities, Women, Protected Veterans, and individuals with Disabilities and do not discriminate based on gender identity or sexual orientation.
Brand:
Caribou Coffee
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