Clive is an enthusiast coffee online retailer, focused on high-end home espresso machines. Clive is a bit of a throwback company. In the age of Amazon, we believe that personal connections are lost. We genuinely enjoy picking up the phone and answering questions, and spend hours talking our customers through dialing in their grinders and pulling that first perfect shot. We are obsessed with delivering a better consumer experience - demystifying coffee so that aspiring home baristas can enjoy the best tools of the trade without all of the attitude. It is a high-energy (caffeinated), entrepreneurial-type place, and we're looking for individuals who are passionate about specialty coffee, creating authentic connections, and growing along with us.
The Espresso Machine Technician supports our customers by both virtually diagnosing and troubleshooting all home espresso machine issues and executing necessary hands-on repairs in-house. This position is imperative for customer satisfaction and is a critical component of the workflow within Clive’s Tech Department. With growing sets of processes, this position requires a knack for problem-solving, organization, and follow-through, along with a working understanding of online invoicing and inventory platforms.
We are looking for a hardworking, team-oriented person who can provide an excellent customer experience remotely, and can also perform hands-on repairs in an accurate and timely manner. This position is for a problem solver with a desire to create a stellar customer experience.
Details:
- Schedule: Monday - Friday, 8:30 AM - 5:00 PM
- Compensation: Eligible for regular, structured step increases associated with tenure (increases following 90 days, 6 months, and then every 6 months for first 24 months of employment)
- FLSA Status: Non-Exempt
- Benefits: Eligible for Medical, Dental, and Vision benefits, 401(k) with matching, up to two weeks paid time off, six paid holidays, employee discounts, specialty coffee on-site, a relaxed dress code, and a dog-friendly office
- Reports to: Customer Experience & Technical Support Manager
Areas of Responsibility & Accountability:
Phone and Email Support
- Troubleshoot and diagnose technical issues with home espresso machines and grinders over the phone and via email
- Navigate online parts diagrams and knowledge base in order to find the best solutions quickly
- De-escalate customer issues
- Provide friendly, educational support to both experienced and new customers
- Track and document issues and their status in the company’s CRM
In-house Repair
- Troubleshoot and resolve machine and grinder issues in the Tech Department accurately
- Properly invoice customers for all billable repairs
- Maintain inventory accuracy by tracking usage in the inventory system
Warehouse duties
- Process machine returns and trade-ins to ensure proper tracking of inventory
- Collaborate with the CX Department to organize local pick-up orders at the showroom
- Handle all daily, on-site shipments, as required
- Receive POs, showroom transfers, and parts transfers, and put away product once received
- Handle vendor RMA pallets, when applicable
- Audit Uline supplies for the warehouse, as needed
Requirements:
- Minimum of a High School Diploma (or equivalent)
- Excellent listening, written, and verbal communication skills
- Comfort and experience working in an online environment
- Must have existing technical aptitude and be technologically savvy
- Must be detail-oriented, organized, and display a commitment to quality
- Must be able to work well with a team and operate as a professional, approachable, and positive resource to other Clive Coffee employees, as well as our customers
- Must have the ability to work your regular schedule from Thanksgiving through Christmas (there is a vacation blackout during our busy holiday season)
- Our ideal candidate has direct experience working on espresso machines, either in a professional or enthusiast setting (any third-wave coffee experience is a plus)
Job Type: Full-time
Pay: $21.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- On-the-job training
- Paid time off
- Paid training
- Tools provided
- Vision insurance
Education:
- High school or equivalent (Required)
Experience:
- Customer support: 1 year (Required)
- Coffee: 1 year (Preferred)
- Mechanical repair: 1 year (Required)
Ability to Commute:
- Portland, OR 97214 (Required)
Work Location: In person
