Customer Service & Advocacy, Lead

Remote
Kiva Brands – Marketing /
Full-time /
Remote
Kiva Confections (www.kivaconfections.com) is a world-class cannabis-infused edibles company in California, the largest cannabis market in the world. Kiva's line includes Kiva Chocolate Bars, Terra Bites, Petra Mints, Lost Farms Gummies & Chews, and Camino Gummies. Our products are crafted from premium ingredients and thoughtfully combined with California cannabis. Since our beginning in 2010, our goal has been to create confections that redefine what a cannabis confection ought to be. By applying art and science, we ensure a deliciously consistent experience.

We have high-reaching growth plans as the legal market and consumer adoption expand. Key growth initiatives include ambitious platform innovation, outstanding marketing, geographic expansion, strategic partnerships, and more. We are resourced for this spectacular growth and looking for great people to help take us to the next level.

Are you a dedicated and empathetic individual with a passion for providing exceptional customer service? Are you skilled at resolving customer inquiries and issues promptly and professionally? If so, we have an exciting opportunity for you!

KIVA is seeking a Customer Service Representative to join our team. In this role, you will be at the forefront of delivering top-notch customer support to our valued clients. Your primary responsibility will be to assist customers with their inquiries, concerns, and issues while ensuring a positive and memorable experience.

As a Kiva Customer Service & Advocacy, Lead, you’ll…

    • Customer Engagement: Build and maintain positive relationships with customers through various communication channels, including phone, email, chat, and social media.
    • Issue Resolution: Address customer inquiries and concerns promptly and effectively, striving for first-contact resolution whenever possible. Escalate complex issues to higher levels of support as needed.
    • Product Knowledge: Develop a deep understanding of our products and services to provide accurate information and solutions to customers.
    • Documentation: Maintain detailed records of customer interactions and resolutions in our CRM system.
    • Continuous Improvement: Identify and report common customer issues, trends, and suggestions for improvement to enhance our products and services.
    • Cross-functional Collaboration: Collaborate with other departments, such as Sales, Quality and Product Development, to ensure a seamless customer experience.
    • Quality Assurance: Ensure that all interactions with customers adhere to company policies, procedures, and service standards

What we’re looking for…

    • Previous 3+ customer support experience required
    • Strong interpersonal and communication skills, both written and verbal
    • Excellent problem-solving abilities and a commitment to customer satisfaction.
    • Empathy and the ability to understand and address customer needs.
    • Detail-oriented with strong organizational and multitasking skills.
    • Proficiency in using Zendesk CRM software and other relevant tools.
$65,000 - $75,000 a year
Kiva Confections provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

DISCLOSURE TO JOB APPLICANTS PURSUANT TO THE CALIFORNIA CONSUMER PRIVACY ACT (CCPA)
As part of your job application and the Company’s evaluation of your candidacy, the Company collects, receives, maintains, and uses the following types of Personal Information about you for the business purposes identified for each category:

Category: Personal Identifiers
Examples: Name, alias, postal or mailing address, email address, telephone number, social security number, driver’s license or state identification card number, passport number

Business Purpose:
- To comply with state and federal law and regulations requiring; employers to maintain certain records;
- To evaluate your job application and candidacy for employment;
- To obtain and verify background check and references; and
- To communicate with you regarding your candidacy for employment.

Category: Pre-Hire Information
Examples: Job application, resume, background check results, job interview notes, and candidate evaluation records
Business Purpose: Same as above

Category: Employment History
Examples: Information regarding prior job experience, positions held, names of prior supervisors, reference information, skills and when permitted by applicable law your salary history or expectations
Business Purpose: Same as above

Category: Education Information
Examples: Information from resumes regarding educational history; transcripts or records of degrees, vocational certifications, licenses obtained
Business Purpose: Same as above

If you become employed by the Company, the Company will notify you of additional categories of Personal Information that it collects, receives, and maintains for business purposes.