Customer Care Specialist, Bevi
2+ days a week in office (Charlestown, MA)
Water dispenser for office and commercial spaces
Open for applications
Water dispenser for office and commercial spaces
201-500 employees
Open for applications
2+ days a week in office (Charlestown, MA)
201-500 employees
Company mission
Bevi is on a mission to unbottle the future.
Role
Who you are
- Must be willing to work 12pm - 8pm EST 2 days per week
- Proficiency in utilizing independent judgment and decision making to provide improvement recommendations to stakeholders, and to provide troubleshooting steps for Bevi’s customers
- Ability to multitask - answering calls, working on incoming emails, completing tickets, helping your team answer questions, and escalating feedback for internal stakeholders, , and working with internal stakeholders to drive process improvements
- Ensure Bevi's customers receive industry defining technical support
- Great attitude and willingness to go above and beyond for an exceptional customer experience
- Exceptional verbal support skills on the phone, strong writing skills, and a focus on thorough ticket management and throughput
- Move with urgency to solve problems for our customers
- Knowledge of CRM/ticketing systems like Zendesk, Salesforce and Netsuite a plus
- College degree preferred
What the job involves
- We are seeking a full time Customer Care Specialist to join our best-in-class Customer Support Team
- In this role, you will use your independent judgment as an expert troubleshooter, coach, and diagnostician with regard to Bevi machines
- You will serve both our Direct and Partner customers via phone and email helping to ensure our machines are running at peak performance
- You have a passion for providing customers with an exceptional experience, and you enjoy working with internal stakeholders to provide feedback to help drive process improvements
- Work on projects that require independent judgment, decision-making, and critical thinking, such as the creation and implementation of service of processes, guidelines, and other documentation
- Assess existing troubleshooting processes, particularly those impacting the customer experience, and provide improvement recommendations on a continuous basis
- Routinely troubleshoot processes related to Bevi machines, including the support of non-routine failures without documented guidance
- Provide guidance on installations and preventative maintenance to improve the customer experience
- Lead troubleshooting efforts for machines via phone and email (training will be provided)
- Support upsell and inbound inquiries that turn into Sales leads by answering questions, providing information, and routing these to the appropriate internal team
- Close the loop by communicating opportunity areas back to the company via process improvements and ticket trends for our engineering teams
- Help partners with contract questions and overall system usage analysis
- Initiate RMAs for parts that will be processed by our Quality Engineers
- Be the voice of the customer to deliver upon our brand promise on customer service
- Answer warranty questions and provide guidance on next steps
- Schedule proactive and reactive service calls around the country
- Identify areas of opportunity for our customers. Some examples may include:
- Flavor changes
- Proper maintenance tips to prevent future issues
- Better service processes
- New product additions
- Competitive presence
Our take
Americans buy billions of water bottles per year, the manufacture of which uses millions of barrels of crude oil. This alone causes significant damage to the environment, before even considering the carbon impact of delivery or the plastic waste produced. Bevi hopes to change this, with its smart beverage-dispensing machine that only requires a tap water source to function.
Bevi’s dispensers allow smartphone users to customize their drinks, check nutrition information and track the environmental impact of their usage. With the ability to carbonate beverages as well as flavor them with natural essences, and even some caffeine and electrolytes if one wishes, Bevi has created a versatile hydration system that caters to the modern consumer on both eco-conscious and personal taste levels.
This simple and effective hydration system has become popular across industries, with over 4000 companies including Volkswagen, Netflix and Google making use of Bevi machines. The company, though having to fight through some self-admittedly "frightening" times, has raised significant funding that will support its rapid growth and expansion into new verticals and products.
Steph
Company Specialist at Welcome to the Jungle
Insights
23% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Aug 2022
$70m
SERIES D
Jan 2019
$35.5m
SERIES C
Total funding: $130.2m
Company benefits
- Comprehensive medical, dental and vision insurance plans with BlueCross BlueShield, 95% paid by employer
- 401(k) with company match, and environmentally responsible investment options
- Flexible PTO plus 9 company holidays, and additional paid days for sick leave, etc (including sustainability or social justice volunteer events)
- Generous fully paid parental leave for both birth parents and non-birth parents
- Fully employer paid disability and life insurances
- Wellness and fitness reimbursements
- Monthly stipends for cell phone use and commuting costs
- Onsite snacks and (of course) unlimited Bevi ... plus composting and terracycling, too
- Happy hours, pancake breakfasts, Hero awards - and more!
Company values
- Put Customers First - Go beyond just satisfying them. Deliver on what they want, before they even know it
- Be Great to Work with - Some roles come with more responsibility than others, but all roles come with equal respect
- Raise the Bar Together - Learn from the losses. Celebrate the wins. Do it all together
- Act Like You Own the Business - Make decisions like you’re running the place, and then make the place even better
- Be Curious and Ask Why - Question the status quo. Encourage different ideas, and welcome challenges to your own
- Champion Sustainability - The power to save the planet comes from the power of your example
Company HQ
Medford Street / The Neck, Boston, MA
Articles
Leadership
Eliza Becton
(VP of Product)Eliza's background is in user-experience design at various startups, with end-to-end experiences from ideation to market research to prototyping. Eliza graduated from the Rhode Island School of Design (RISD) with a Masters in Industrial Design, and from Yale University with a BS in Mechanical Engineering.
Frank Lee
(Co-Founder)Frank has an MBA from MIT and bachelors in chemical engineering. They began their career at P&G in operations and then brand management. Frank went on to work at the agricultural technology start-up Driptech before co-founding Bevi.
Sean Grundy
(CEO)Previously, Sean has had 3 years experience managing environmental projects at Rare. They attended MIT Sloan School of Management for their MBA and Princeton for their undergraduate degree.
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