Sr. Customer Experience Specialist

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:

The Customer Experience Specialist is responsible for initial customer contact and continuing coordination of all general and product liability claims. Handles and/or oversees See’s Candies response to customer inquiries relating to allergen and/or food safety questions, according to established guidelines and procedures. Coordinates customer notification process related to product recall, as needed. Handles all Level 1 and Level 2 coding of customer feedback cases to allow accurate and timely reporting required to identify customer experience trends and opportunities
The pay rate for this position at commencement of employment is $24.50 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:

Handles See’s customer correspondence relative to product quality concerns including communication with customers, Food Safety/Quality Assurance personnel, and See’s insurance carrier. Inputs level 2 coding daily and accurately to ensure coding is completed for monthly reporting.

2. Works with insurance carrier to provide all necessary information to ensure prompt resolution of all claims. Processes defective candy report paperwork to Food Safety/Quality Assurance and completes follow-up for internal records. Initiates and coordinates defective product return process from Shops and consumers as required.

3. Coordinates insurance company contacts to obtain additional information about claims and updates insurance contact information, as needed, and distributes to appropriate internal departments.

4. Prepares and processes general liability and Quality Assurance claims and coordinates with Food Safety/Quality Assurance and Procurement Department on insurance claims when vendors are involved.

5. Handles verbal and written responses to telephone comments, letters, adjustments, and emails in accordance with See’s approved format and content. Handles written customer notification process related to product recalls, according to See’s written recall procedures.

6. Handles all Level 1 and Level 2 coding of Salesforce customer feedback cases to ensure accurate and timely reporting of customer experience trends and opportunities.

7. Works through Customer Experience Manager to coordinate with Food Safety Quality Assurance (FSQA), Procurement, and Marketing on approved responses to customer questions and requests as needed. Ensures updates are transferred to appropriate response library and departments, as needed.

8. Communicates with other See’s departments to determine/facilitate timely resolution of customer questions, complaints, and comments.

9. Support seasonal staff by acting as a peer leader, providing guidance, and assisting with onboarding and training. Serve as a floor support resource, offering real-time assistance to agents.

10. Handles/assists with E-mail correspondence received via www.seescustomercare.com. Uses approved templates to compose and send apology communication and/or adjustments as requested by management.

11. Able to work with minimal direction in a highly collaborative manner to meet required deadlines.

12. Ability to multitask, manage time and accept changing priorities.

13. Responsible for identifying opportunities to enhance technology and innovation that will improve department effectiveness.

14. Proven ability to learn new technologies quickly and manage change efficiently, proactively and in a positive manner.

15. Performs other related tasks and special projects as required by management.

16. All See’s staff must be committed to the company’s core principles and workplace values, including diversity and inclusion.

Minimum Qualifications:

1. This position requires two to three years of demonstrated, relevant customer service experience. Prior See’s shop and/or contact center experience is strongly recommended.

2. Minimum of one year experience with insurance and/or claims handling where detailed and accurate information is essential.

3. Demonstrated service recovery skills required.

4. Must be able to follow established procedures and guidelines, as well as suggest solutions and drive positive outcomes.

5. Demonstrated written and verbal communication skills are a must. Advanced level computer skills required (Microsoft Office – Excel, Word, Sharepoint, PowerPoint).

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).