CUSTOMER CARE SPECIALIST
A Place Where People Matter.
SEB Professional is a subsidiary of Groupe SEB. At SEB Professional North America, we are a leader in the professional coffee machine industry, offering three equipment lines: Schaerer, WMF, and Curtis. Our innovative coffee machines are trusted worldwide and can be found in a variety of settings, including hotels, restaurants, coffee shops, and convenience stores. Join us in delivering exceptional coffee experiences worldwide.
Primary Purpose:
The main purpose of this role is to perform essential customer service-related duties to assist customers with their needs regarding SEB Professional coffee machines. Provides first level troubleshooting and problem resolution with our customers. Starts the tracking process for any repairs or fixes needed for a piece of equipment.
What You’ll Do:
Engaging with customers, confirming, or clarifying information, and explaining possible solutions, ensuring that clients feel supported and valued, diffusing angry clients, as needed.
Identify and resolve product issues and address customers’ needs, complaints, or issues with our products.
Troubleshoot with customers over the phone/emails and conduct basic root cause analysis on basic operational problems to avoid unnecessary down time of equipment and nuisance costs.
Gather detailed information and basic overview of service issue and create a service case in the Salesforce CRM system with all relevant information, with prioritization and categorization based on drop-down lists for closure or for follow up by the dispatch team.
Review eligibility for warranty repairs and maintenance; enter accurate service call records with appropriate severity rating.
Review machine case history, escalate recurring issues to Escalation point of contact as needed.
Provide timely and professional support for customers including data collection, troubleshooting, problem resolution while remaining empathetic to customers’ situation.
Understanding and striving to meet or exceed call center metrics and expectations.
What You'll Need:
High School Diploma or GED or equivalent experience.
2 – 4 years customer service experience.
Able to think logically to provide answers to customer questions as well as resolutions for various issues that may arise.
Capability to prioritize tasks, multitask and complete them in a fast-paced, high-pressure environment.
Exhibiting patience and confidence with a diverse clientele.
Exhibits self-motivation, the ability to multitask and pay close attention to small details.
Ability to work independently without much direct supervision.
Ability to logically ask root cause analysis questions and diffuse tense situations.
Provide exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
Provide concise and quick service, mindful of the time needed to be spent with every customer.
Strong time management and decision-making skills.
Typing speed of at least 35 words per minute.
Overview:
Type of employment: Full–time, non-exempt.
Workplace type: Hybrid. Irvine, CA
Why SEB Professional North America?
At SEB Professional North America, we believe great careers are built where people feel supported, challenged, and inspired. Whether you’re working from one of our offices or enjoying a flexible work arrangement between the two, we’re committed to providing benefits, resources, and a culture that help you thrive both professionally and personally.
What We Offer:
- Comprehensive Medical, Dental, and Vision Coverage with a generous employer contribution
- 401(k) Retirement Plan with company match to help you plan for the future
- Company‑Paid Life Insurance for added peace of mind
- 12 Paid Holidays to recharge and spend time with what matters most
- Additional Voluntary Benefits and Employee Discount Programs
A Positive, Inclusive Work Culture that genuinely values work‑life balance
Onsite gym
Compensation:
Hourly Rate: $21.00-$21.70
If you’re looking for an opportunity to make an impact, grow your career, and be part of a dynamic, collaborative team, SEB Professional North America is the place for you. Apply today and take the next step in your career journey.
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- If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact HRUSA@groupeseb.com
- Groupe SEB invites any applicant and/or employee to review the Company’s written Affirmative Action Plan. This plan is available for inspection upon request by contacting HRUSA@groupeseb.com