About Company
Elm City Market is more than just a grocery store; it’s a vibrant, community-owned cooperative committed to providing access to healthy, affordable, and local food options in New Haven, Connecticut. Our mission extends beyond the shelves, fostering community engagement, supporting local producers, and promoting sustainable practices. As a member-owned organization, every decision we make is guided by our commitment to our community and values. We believe in creating a workplace that reflects our cooperative principles – respect, fairness, and collaboration – whether our team members are on the shop floor or working remotely to support our operations. Join a team where your contributions genuinely impact local lives and a healthier environment.
Job Description
Are you a highly organized, empathetic, and tech-savvy individual looking for an opportunity to provide exceptional customer support from the comfort of your own home? Elm City Market is seeking a dedicated Remote Virtual Customer Assistant to join our growing team. In this pivotal role, you will serve as the first point of contact for our valued members and customers, handling inquiries, providing information, and resolving issues with a friendly and efficient approach. This full-time position requires availability during standard daytime hours, Monday through Friday, ensuring our community receives timely and consistent support.
As a Remote Virtual Customer Assistant, you will play a crucial role in enhancing the member experience, embodying the cooperative spirit of Elm City Market. You’ll be responsible for managing communications across various channels – primarily email and phone, with potential for chat support – maintaining detailed records, and escalating complex issues to the appropriate internal teams. We are looking for someone who thrives in a fast-paced environment, possesses impeccable communication skills, and has a genuine desire to help others. You’ll be instrumental in upholding our reputation for outstanding service, helping our members navigate everything from product inquiries and membership benefits to order assistance and general store information, all while enjoying the flexibility of a remote setup. This role is an excellent opportunity for someone who is self-motivated, detail-oriented, and passionate about supporting a local, community-driven enterprise. Your commitment to customer satisfaction and seamless remote work will be key to your success and our collective impact.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via email, phone, and potentially chat.
- Provide accurate information regarding products, services, store policies, and membership benefits.
- Resolve customer complaints and issues efficiently and courteously, escalating complex cases when necessary.
- Maintain detailed and accurate records of customer interactions and transactions using our CRM system.
- Process orders, cancellations, and modifications as required.
- Educate customers on various offerings, promotions, and new arrivals at Elm City Market.
- Collaborate with internal teams (e.g., store operations, membership, marketing) to ensure seamless customer service.
- Adhere to established communication guidelines and service standards.
- Proactively identify opportunities to improve the customer experience and operational efficiency.
- Manage time effectively to meet daily performance metrics and service level agreements.
Required Skills
- Proven experience in a customer service or administrative support role (2+ years).
- Exceptional written and verbal communication skills in English.
- Strong active listening skills and the ability to empathize with customer needs.
- Proficiency with common office software (e.g., Google Workspace, Microsoft Office Suite).
- Experience with CRM software and virtual communication tools.
- Excellent organizational and time management abilities.
- Reliable high-speed internet connection and a dedicated, quiet home workspace.
- Ability to work independently and manage multiple tasks simultaneously.
- Problem-solving aptitude with a focus on first-contact resolution.
Preferred Qualifications
- Associate’s or Bachelor’s degree in a relevant field.
- Previous experience as a virtual assistant or in a remote customer service role.
- Familiarity with the cooperative business model or experience in the food retail industry.
- Bilingual proficiency (e.g., Spanish) is a plus.
- Knowledge of local New Haven community and Elm City Market's mission.
Perks & Benefits
- Competitive hourly wage with opportunities for growth.
- Full-time remote work flexibility.
- Health, dental, and vision insurance for full-time employees.
- Paid time off and holidays.
- Employee discount on Elm City Market purchases.
- Opportunity to be part of a community-focused, values-driven organization.
- Supportive and collaborative team environment.
How to Apply
If you’re ready to bring your exceptional customer service skills to a community-focused organization from the comfort of your home, we encourage you to apply! Please click the link below to visit our careers page. Submit your resume and a cover letter detailing your experience as a virtual assistant and why you’re a great fit for Elm City Market’s mission. Be sure to highlight your availability during daytime hours.