CSR - Customer Service Representative

HIRING DUE TO STRONG GROWTH:

Heart to Home Meals (HTHM) is an established brand in Canada which expanded to the US in 2019. We provide delicious prepared meals delivered directly to our customers' homes. At HTHM we believe in providing our valued customers with the highest quality meals at a reasonable price. Our meals are geared towards seniors and prepared with their needs in mind. Not only do we provide our customers with great meals, but an invaluable service as we truly care for the wants and needs of our customers. This goes hand in hand with the outstanding customer service that our customers deserve and have come to expect from us.

Just as important as our customers are our wonderful employees, without whom we could never accomplish our mission and goals. Our employees are critical to our success and we believe in providing a work environment that is not only safe, caring, and accepting, but also fun and rewarding. Our customer service representatives are the main point of contact with our customers. As such, they require the ability to provide the highest quality service that not only meets but exceeds the expectation of our customers while continuously improving our processes.

The defining characteristics of our Customer Service Representatives are that they’re organized, efficient, and able to adjust quickly to the needs of our customers and business. However, apart from the technical skills that are required with the role, the most important attributes are that we demonstrate empathy, patience, kindness, friendliness, care and warmth to all our customers. Our customers are predominantly over 75 years of age and rely upon our friendly staff to take their orders over the phone, answer their questions, and always deliver outstanding customer service.

The role involves taking customer orders over the phone and making outbound courtesy calls to existing customers and contacts. These calls are particularly important as many customers live alone and the phone calls they receive are often the only contact they may have in a single day. As such, many customers become connected to their “friends†at Heart to Home Meals.

Training will be completed 100% on site at our office in Marlborough. Once fully trained, the role will allow for up to 2 days per week worked remotely in keeping with current hybrid working policy.

• Answering inbound calls and providing the appropriate information or solution to each caller. This may be answering questions, fulfilling brochure requests, taking new orders, etc.
  
• Ensure each customer is provided with exemplary service on each telephone call or contact.
  
• Update customer records and work with customer relatives as required.
  
• Educate by ensuring customers know how to cook, store, and re-order their meals as necessary.
  
• Prepare promotional literature as required and communicate details of new products or promotions to customers.
  
• Develop best practices with colleagues in an effort to continuously improve our services.
  
• Maintain knowledge of all the products we sell and promote the benefits of HTHM's healthy and nutritious meals.
  

• English speaking, additional languages will be considered advantageous
  
• Experience in a customer service role, preferably with call center experience
  
• Able to learn our in-house computer systems
  
• Confident IT user - must be a proficient user of Microsoft suite of applications
  
• Excellent verbal communication skills
  
• Strong attention to detail and accuracy in your work
  
• Flexible to handle whatever is needed from customers with confidence.
  
• Desirable:
  
• Experience working with the elderly
  
• Experience working in CRM software
  

As one of our team you will be focused on excellent customer service with a caring and empathetic nature. You will demonstrate a real interest in people and be able to communicate effectively with members of the public and their families.

• People Focused
  
• Good Listener
  
• Work well in a team environment
  
• Natural problem solver
  
• Enjoy learning new things
  
• Flexible to changes in role and responsibility
  

Part Time or Full Time considered

Job Types: Full-time, Part-time

Pay: $19.60 per hour

Benefits:

• 401(k)
  
• Dental insurance
  
• Health insurance
  
• Paid time off
  
• Vision insurance
  

Ability to Commute:

• Marlborough, MA 01752 (Preferred)
  

Ability to Relocate:

• Marlborough, MA 01752: Relocate before starting work (Preferred)
  

Work Location: In person