Customer Intelligence Specialist

The Customer Intelligence Specialist is responsible for delivering exceptional support to our customers through live chat and email via Intercom. This role requires a proactive attitude, strong attention to detail, and the ability to resolve inquiries quickly and accurately. The ideal candidate thrives in a fast-paced environment, communicates clearly, and consistently ensures a positive customer experience.
 

Key Responsibilities

1. Manage all incoming customer service chats and emails through Intercom.
2. Respond to customer inquiries with urgency, aiming for reply times within seconds during business hours.
3. Resolve issues efficiently while maintaining a calm and professional demeanor.
4. Escalate complex or time-sensitive matters to the appropriate team promptly.
5. Document and report bugs or platform issues within 30 minutes of receiving the necessary details from the customer.
6. Review and evaluate responses generated by the Blueberry AI Agent.
7. Improve AI-generated support responses and continually update training materials for the Blueberry AI Agent to enhance performance and accuracy.
8. Follow all current MustHaveMenus customer service policies and procedures.
9. Demonstrate consistent self-accountability and reliability in task execution.

Required Skills & Qualifications

1. Strong work ethic and commitment to delivering excellent customer service.
2. Ability to remain calm and composed under pressure.
3. Sense of urgency with a focus on timely and accurate communication.
4. Basic computer proficiency and comfort navigating online systems.
5. Ability to learn quickly and adapt to new tools and processes.
6. Willingness to ask questions and seek clarification when needed.
7. Flexible and adaptable in a continuously evolving environment.
8. Resides in the state of Oregon.
    

Position Details

1. Full-time remote position, 35 hours per week, with 5 hours of on-call availability per week/weekend.
2. 90-day training and probationary period required.
3. This role is focused solely on customer service. There is a significant growth opportunity to define and manage the use of technology to automate customer service with the goal of providing higher levels of service to an ever-expanding pool of customers without adding additional resources.

Compensation & Benefits

1. Full, paid medical benefits for the employee, with the option to add dependents at the employee’s cost.
2. Unlimited PTO, available after successful completion of the 90-day probationary period.
3. Salary $60k per year.