Customer Service Representative - Tier 1 Support

Customer Service Representative - Tier 1 Support 

Who are we and what do we do?    

Fruit was just the beginning. Since our founding in 1999, we’ve evolved over 25+ years into an industry leader and modern gifting destination for celebrating the moments that matter. In addition to a robust online e-commerce hub, our vast retail footprint includes nearly 1,000 locally owned and operated franchise locations globally.   

With offerings that go beyond our iconic fresh fruit bouquets to include baked treats, fresh flowers, dessert boards, platters, and more, our vast collection of delicious treats and innovative gifts are perfect for treating yourself and others.   

No matter the occasion or moment, there’s an edible® for that.  

Through all our incredible years, we’ve remained committed to our 5Ps:     

• Our promise– Experiences that WOW. 
• Our products–Remarkably fresh. 
• Our places– Interactive and creative. 
• Our People– Create special memories.    
• Our purpose–To celebrate what’s good in life.

Purpose:  

The Customer Service Representative is the first point of contact for Edible customers, providing top-tier service by handling inquiries, resolving problems, and ensuring a positive customer experience. You will address questions about orders, deliveries, product availability, and general customer concerns, striving to create quick resolution and joyful experiences for every interaction. 

Schedule: Monday – Friday, 9am to 6pm with rotating weekend support (Saturday 9-6 and Sunday 9-5). The role will require working on Holidays, and/or extended hours during Peak Holidays, including some overnights.   

Responsibilities:   

• Answer incoming calls, emails, and chats from customers regarding orders, product information, delivery statuses, and other inquiries
• Quickly and efficiently resolve customer issues, including late or incorrect orders, delivery concerns, and product questions, ensuring a positive outcome for the customer

• Assist customers in placing, tracking, and modifying their orders, as well as processing refunds or replacements as needed
• Stay up to date with Edible’s product offerings and promotions to provide accurate information to customers
• Maintain a friendly, empathetic, and professional demeanor in all interactions, ensuring customers feel valued and supported
• Accurately document customer interactions, issues, and resolutions in the CRM system to ensure a clear history of service
• Identify when issues require escalation to higher support tiers or other departments (e.g., operations, marketing, supply chain) and ensure resolution is accomplished and ticket is closed
• Collect and relay customer feedback regarding products and service to help improve the overall customer experience
• Manage multiple communication channels (phone, email, chat) while maintaining a high level of service and efficiency
  

Requirements:   

• Customer Service experience in a consumer-facing industry, such as retail, or hospitality or similar
• Proficiency and experience with Microsoft Office products 
• High School diploma or equivalent, college degree preferred 
• Bilingual skills (especially Spanish) are a plus 

Essential Competencies:   

• You prioritize providing superior customer service by listening carefully to understand the request/problems, and working with urgency to provide solutions, leaving a positive impression for your customer 
• You can multitask while managing a high volume of incoming tickets with ease and can prioritize work to ensure deadlines are met  
• You work well under pressure when faced with challenging situations  
• You demonstrate confident and succinct communication skills (verbal and written)  
• You are a self-motivated individual who has a keen focus on delivering results  
• You pick up on technical tasks quickly, such as learning and operating new systems and software programs, and are motivated to learn new skills and knowledge 

• You contribute to a team-oriented environment and are excited to work alongside peers and cross-functional partners   

What We Offer:   

• Onsite work environment with work from home flexibility, fostering collaboration and relationship building with peers, cross-functional partners and leadership   
• The stability and resources of an industry-leading company successfully operating for 25 years, with the agility and innovation of a startup, allowing you to make a significant impact and shape our future. 
• Growth & Development – Each team member has visible and immediate impact on the business, offering abundant opportunities for personal and professional growth as we scale in size and sophistication 
• Healthcare plans that include health/dental/vision insurance, 401K Plan, company paid life insurance and short-term disability, flexible spending account options and more 
• Paid time off, including sick days & holidays to support work life balance 

We are proud to be an EEO/AA employer. Applicants for employment are considered without regard to race, creed, color, religion, sex, sexual orientation, marital status, national origin, age, and disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard.