Customer Service Specialist

About Us:

At Botrista, we are transforming beverage culture with intuitive drink-making technology

guided by Nature herself. By allowing restaurants to easily expand menus without added

complexity, we're driving incremental growth with the push of a button.

Awarded as one of the Best California Startups in 2023, our beverage solution has created a

new industry category, universally applicable to any cuisine, demographic, and business. Our

machines are being rapidly deployed around the country for customers to experience &

enjoy.

We deliver a world of flavors at your fingertips by sourcing top-tier ingredients from around

the globe. Thanks to valuable data collected through our integrated CloudBar system, we

easily guide our partners through their drink menu innovation.

Each drink is crafted by nature, and perfected by innovation - we'd love to have you be a part

of it.

Position Summary:

As a Customer Service Specialist Level 1, you will be the first point of contact for our customers, providing excellent service and support. You will handle inquiries by email and phone, resolve issues, and ensure customer satisfaction through effective communication

Responsibilities:

• Process orders with a strong sense of urgency in order to meet the needs of the customer.
• Respond to customer inquiries promptly via phone, email, and chat, ensuring a high level of professionalism and courtesy.
• Resolve customer complaints with empathy and efficiency, escalating to higher-level support when necessary.
• Identify and escalate complex or unresolved issues to higher-level support or relevant departments, ensuring a smooth transition and timely resolution.
• Collaborate with the Sales, Marketing, R&D, and Accounting to resolve customer issues and improve overall service quality.
• Provide accurate information when responding to all inquiries.
• Maintain detailed and accurate records of issues and requests.
• Support team objectives by sharing best practices and collaborating on team initiatives.
• Assist in developing and implementing customer service policies and procedures.
• Adhere to all company policies and procedures, including those related to customer service, privacy, and data security.
• Act as an advocate for customers, ensuring their needs and concerns are communicated effectively across the organization.
• Be flexible and adaptable to changes in procedures, technology, and customer expectations.
• Participate in special projects or initiatives to enhance the customer service function or support company goals.

Qualifications and Skills

• 3+ years of experience in Customer Service. Or a Bachelor's degree in Supply Chain Management or Business. 
• Excellent verbal and written communication skills
• Maintain composure and professionalism in challenging and stressful situations
• Aptitude for quickly analyzing issues, identifying solutions and resolving issues effectively.
• Competency in using Microsoft Office Suite for documentation, communication and reporting.
• Attention to detail; ensuring accuracy in order processing.
• Identify trends and recurring issues; provide suggestions and implement changes for service improvements.
• Readiness to adapt effectively to constant changes in priorities.
• Ability to maintain a positive, professional, cooperative demeanor, conduct, and working relationship with peers, management, employees, and other individuals that interact with this position.
• Resourcefulness by finding innovative and quick ways to solve the problem.
• Take pride and ownership in caring for our customers.

Salary Range: $75,000 - $90,000 per year

Plus bonus and stock options

• Fully company-paid Medical and 99% company-paid Dental and Vision Insurance
• 15 days Paid Time Off, 7 sick days, 14 holidays, Wellness Benefits, Cell Phone and Internet reimbursement, 401K
• Beautiful new SF office with outdoor rooftop workspace
• Free beverages with our Bot, snacks, and Wednesday lunches