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Customer Experience Specialist (Part-Time)

At McConnell's Fine Ice Creams, our goal is to produce and serve our customers the finest ice creams in the world, in the most responsible and sustainable way possible. In the process, we hope to enrich and enliven the communities in which we live and work and leave the world just a little bit "sweeter" than we found it.

Job Description:

We are seeking a candidate to provide outstanding, first-rate service to our customers, working with them to best resolve their questions, issues, and inquiries. The Customer Experience Specialist will be the first point of contact to resolve customer issues and complaints across multiple channels, arising from our multiple points of sale: grocery stores, our 7 southern-California scoop shops, and our online store. This is a great time to join McConnell’s Fine Ice Creams and help us innovate and develop systems and processes while being a part of a fun, dedicated team.

We are looking for someone to work between 15-20 hours per week in our Santa Barbara or Oxnard office. Availability during the holiday season is a requirement for this position.

Duties & Responsibilities:

  • Reply to customer inquiries by email, phone and chat to resolve questions, online order issues, product complaints, etc. As the customer’s first point of contact at McConnell’s you have the responsibility of being the face of the company, and to relay our core brand values in every interaction.
  • Provide support with our e-commerce website (built with Shopify), overseeing online orders and our managing our subscription app & program
  • Coordinate with Shipping Director to make changes to customer orders and troubleshoot delivery issues.
  • Monitor inventory and update website as necessary.
  • Process and pack gift card and t-shirt orders.
  • Adhere to, or redevelop, the current system for documenting and monitoring the wide range of issues that touch customer service flow.

Qualifications:

  • 4-year degree or equivalent work experience preferred.
  • Previous experience in a customer service role (retail or hospitality) a plus.
  • Previous experience with Shopify a plus.
  • Must derive a genuine sense of joy from the process of helping others!
  • Must remain courteous during even the most difficult customer interactions.
  • Excellent written and verbal communication skills with precise grammar and spelling.
  • Detail-oriented with an ability to follow up on tasks.
  • Capable of multitasking, prioritizing, and managing time efficiently.
  • Drive initiatives and changes to improve the customer experience.
  • Ability to quickly master new tools and processes, and to understand and retain details.
  • A problem-solver by nature.  Strong aptitude for managing and diffusing difficult situations.

We offer a fun, entrepreneurial work environment where creativity and innovation are encouraged. If you are proactive and take initiative, you can “own” your responsibilities and quickly make yourself indispensable. You will be surrounded by extremely motivated and dedicated individuals working towards a common goal: helping to make the world a little bit sweeter. Also-- FREE ICE CREAM.

If you feel you have the experience and skills to contribute to this vital role at the company, we encourage you to send a thoughtful cover letter along with a current resume to info@mcconnells.com, and please write "Customer Experience Specialist" as the subject line.




Events Staff: Santa Barbara and Los Angeles CA (Part-time)

At McConnell's Fine Ice Creams, our goal is to produce and serve our customers the finest ice creams in the world, in the most responsible and sustainable way possible. In the process, we hope to enrich and enliven the communities in which we live and work and leave the world just a little bit "sweeter" than we found it.


The McC's Events & Catering Program is looking for service staff members to join the team who fit the job description below.


Previous Experience & Qualifications:

- Food Service/Service Industry experience a plus

- Proven Customer Service skills

- Is able to work on their feet for long periods of time (is active & physically engaged)

- Understands how small details affect the big picture

- Can work independently but thrives as part of a team

- Has knowledge of food safety & sanitation practices (CA Food Handler card required within the first month of employment)

- Outstanding interpersonal skills

- Excellent verbal communication skills

- Open availability

- Reliable transportation



Personal Characteristics:

- Has a desire to learn and be challenged

- Extremely self motivated

- Energetic, upbeat, and enthusiastic, especially under pressure

- Inherently hospitable

- Has demonstrated creativity and problem-solving ability

- Has a natural desire to contribute positively to the world

- Is intelligent, kind, and a good communicator

- Has great work ethic

- Has high standards and an inherent desire for excellence


Events Staff Performance Expectations:

- Utilize all documents and resources to complete training

- Create and serve menu items

- Interact with and engage customers; Educate customers about the product and our company

- Work within a team to deliver a unique and extraordinary customer service experience

- Develop connections and friendships

- Work to maintain an immaculately clean workspace

- Adhere to and maintain systems & procedures

- Engage with the company and commit to continued training and learning

- Willingness to go the extra mile for customers and co-workers alike



Please send your resume and cover letter to events@mcconnells.com