Customer Support Specialist - America's Test Kitchen

America's Test Kitchen is seeking a Customer Support  Specialist to join our customer service team.  This position requires someone who is organized, has good communication skills, and displays good-judgment. Experience in a direct selling or live customer support role is a plus.

In this support role, you will be coordinating and executing loyalty and retention activities designed to win back, reward, and retain our customers. You’ll listen patiently and empathetically, track information, and apply consultative skills regarding our services and pricing. You will work to understand customer concerns and provide them with solutions. 

Responsibilities Include: 

• Fielding inbound contacts via chat, phone, and email from existing customers and ensuring a high level of customer satisfaction through proactive support and active listening.

• Handling customer cancellation requests via chat, telephone and email

• Negotiating with customers to renew accounts and retain business.

• Educating customers on the value of our services.

• Analyzing customer feedback and developing new techniques to ensure customer retention.

• Coordinating, executing, and managing outbound call programs built to effectively retain customers through positive relationship building.

• Assisting with other administrative tasks as needed

• Monitor social media channles and proactively engage with customers 

You’ll be a great fit if you have:

• Strong written and verbal communication 

• A team orientated philosophy

• Creative problem-solving skills

• The ability to manage time effectively and prioritize tasks

• The capacity for patience, listening, and empathy 

• Some knowledge of MS Word, Excel, and PowerPoint is a plus

• The ability  to learn multiple software, database, and customer support systems

• Knowledge of Google suite 

This position is located in our Boston, MA office in the Seaport district. It is the expectation that the person in this role will work a hybrid schedule of 3 days per week (Tuesday, Wednesday & Thursday) in the office and 2 days per week remotely.

About America’s Test Kitchen

The mission of America’s Test Kitchen (ATK) is to empower and inspire confidence, community, and creativity in the kitchen. Founded in 1992, the company is the leading multimedia cooking resource serving millions of fans with TV shows (America’s Test Kitchen, Cook's Country, and America’s Test Kitchen: The Next Generation), magazines (Cook’s Illustrated and Cook’s Country), cookbooks, a podcast (Proof), FAST channels, short-form video series, and the ATK All-Access subscription for digital content. Based in a state-of-the-art 15,000-square-foot test kitchen in Boston’s Seaport District, ATK has earned the trust of home cooks and culinary experts alike thanks to its one-of-a-kind processes and best-in-class techniques. Fifty full-time (admittedly very meticulous) test cooks, editors, and product testers spend their days tweaking every variable to find the very best recipes, equipment, ingredients, and techniques. Learn more at https://www.americastestkitchen.com/.

Why America’s Test Kitchen:

We're passionate about cooking, and about creating the best place to work. We're small enough for your ideas to make a big impact, and large enough to offer you opportunities to grow professionally at any stage of your career. We want you to take risks and make mistakes — that's how innovation happens in our test kitchen, in our offices, and in life.

We at America’s Test Kitchen believe food media can be a powerful force for social change. We are passionate about building an inclusive workforce that represents many different cultures, backgrounds, abilities, identities, and perspectives.

We welcome your application.