Communications Coordinator

To manage all internal and external store/customer support communications including providing initial troubleshooting for store support requests, fielding store support tickets/calls for all Home Office departments, managing initial and ongoing customer feedback communications with stores and Home Office via email, social media, and telephone, and providing BIGGBY rewards account/card management services to customers.   

Job Type: Fully Remote

Pay: $15.83 - $23.75/hour

Hours: Requires non-traditional work hours

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provide live support in the form of initial trouble shooting and ticket creation/management to BIGGBY store owners and employees via the Franchise Community Line and the Fresh Desk ticketing platform 

• Provide initial and ongoing customer support in the form of trouble shooting and ticket creation/management via the B Heard Hotline and the Fresh Desk ticketing platform 

• Manage Home Office, Store, and customer communications regarding store/product feedback in the Fresh Desk ticketing and Outlook E-mail platforms 

• Provide BIGGBY reward card and account management services, including, but not limited to, tracking funds added to BIGGBY cards on behalf of the Home Office 

This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. Other duties may be assigned.  

VALUES & BENEFITS

At BIGGBY® COFFEE we are committed to supporting people in building a life they love. Our organization is an aspiring conscious company. Acceptable candidates will possess a desire to grow and a willingness to share as a professional and individual. Our core values are:

Love Unconditionally – Have faith in people and assume their good intentions. Extend grace at no extra charge and illuminate every interaction with love.

Embrace Growth – Harness the power of limitless possibilities - take risks, fail fast, adapt, grow.

Live Consciously– Be present, self-aware, and mindful of others. Know who I am and who Iwant to be. Always have a positive impact on those around me.

Have Courage– Recognize fear, but challenge what I am afraidof. Be bold, take leaps and embrace the potential to fail. Do the brave thing.

Kick-Ass – Work with enthusiasm, intensity, and passion. Stay focused and give it everything I’ve got. Push limits and go beyond expectations.

BENEFITS & PERKS

As a full-time Home Office employee, you would receive a variety of benefits including vacation days as a new hire that increase with length of employment, PTO days, floating holidays, a 3-month paid sabbatical every 5 years of employment, volunteer days, company-paid holidays, Family Care Plan (maternity/paternity), bereavement days, ST/LT disability, 401K w/ employer match, life insurance, and medical, dental, & vision insurance.

We also offer numerous perks including a remote office set-up bonus, a fixed monthly allotment, flexible scheduling, discounted pet insurance, discounted BIGGBY® merchandise, discounted college tuition through Davenport University, and more!

Minimum Requirements

EDUCATION

• High School Diploma or equivalent required  

EXPERIENCE

• 1 year of customer service/retail experience preferred 

• Preferred minimum 6 months of BIGGBY COFFEE store experience 

KNOWLEDGE

• Familiarity with Microsoft Suite required  

• Knowledge of Fresh Desk platform preferred 

• Knowledge of Nextiva phone line systems preferred 

ABILITY

• Basic IT and operational troubleshooting abilities preferred 

• Ability to maintain professional and calm demeanor in critical incidences   

PHYSICAL REQUIREMENTS

• Must be able to communicate clearly in written and spoken English.  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

OTHER REQUIREMENTS

• Non-traditional work hours may be required 

• Reliable internet and setting to perform job remotely 

BIGGBY® COFFEE loves you for who YOU are. We exist to love people and that includes you! Global Orange Development, LLC is an Equal Opportunity Employer. We encourage and welcome all applicants, whether a member of the LGBTQ+ community, people with disabilities, Black, Indigenous, and all other People of Color. BIGGBY is striving to be a safe place for you to be you and does not discriminate on the basis of actual or perceived race (including traits historically associated with race including but not limited to, hair texture and hair styles), color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.