Customer Service Representative

Company Overview

Milk Street is a Boston-based food media company whose mission is to Change the Way You Cook. With an online store, radio show, magazine, cooking school and more, we offer an invitation to the cooks of the world to sit at the same table.

Role Summary

We are looking for an empathetic & detail-oriented Customer Service Representative to join our online store team. As the first point of contact for many of our customers, you will play a vital role in building brand loyalty by providing timely, professional, and helpful solutions. The ideal candidate is a natural problem-solver who can maintain a positive attitude under pressure, and who cares about Milk Street’s mission and values.

We will train you on everything you need to know, while a background in our current systems is a plus, it is not required. You will be part of a team who is responsible for supporting you and ensuring you have what you need to be successful. You will partake in regular meetings to report on current customer concerns and be updated on the status of ongoing projects.

Key Responsibilities

• Inbound Support: Daily monitoring of the customer service portal, and managing incoming customer inquiries in a timely manner.
• Problem Resolution: Troubleshoot and resolve customer’s needs & questions with patience, accuracy, and kindness.
• Order Management: Assist customers with order tracking, returns, refunds, & more.
• Product Knowledge: Develop a strong knowledge of our products & store to provide accurate information and recommendations.
• Record Keeping: Accurately & efficiently document trends and concerns in Gorgias, Excel, or other systems as needed.
• Collaboration: Work closely with the technical team & warehouse to escalate complex issues and provide feedback on customer trends.

Required Qualifications

• Education: High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).
• Communication: Exceptional verbal and written communication skills with a high attention to detail is required. Communicating when you need additional support from our team is also critical.
• Organizational Skills: Must be extremely well organized, be able to maintain records and track ongoing projects.
• Technical Skills: Proficiency in Microsoft Office Suite is a requirement. Experience with Shopify, Gorgias, Airtable, and/or a statistics background is a plus.
• Adaptability: Ability to multi-task, prioritize, and manage time effectively.
• Experience: 1+ years of experience in a customer-facing role (retail, hospitality, or call center).

Preferred Skills

• Experience in the kitchen supply or the gourmet food industry.
• Strong conflict-resolution skills.
• 3+ years experience in a customer service or customer-facing role.
• Our ideal candidate can work 4 regular business days of your choice (8-4 or 9-5 EST), and 8 hours over the weekend. The weekend hours do not need to be contiguous, they can be any combination of hours that best suits your schedule.

Benefits & Perks

Boston Office: While this position can be fully remote, if you’re local, two days per week in our Downtown Boston office are required. There is often delicious food on offer from our testing kitchen, new products to test & sample, large quarterly giveaways, and more!

Employee Discounts & subscriptions: You will receive an employee discount for our online store, as well as a free Insider membership, copies of all of our new cookbooks, and a subscription to our magazine.

Other Benefits:

• Three weeks vacation
• Twelve Company Holidays
• Half-day Summer Fridays (Memorial Day - Labor Day)
• Health, Dental and Vision Plans offered
• 401K savings plan offered

We are an equal opportunity employer, and welcome qualified applicants of all backgrounds to apply.

How to Apply

Interested candidates should submit their resume and a brief cover letter by emailing [[email protected]]. We’re looking forward to hearing from you!

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Work Location: Hybrid remote in Boston, MA 02109