Technical Customer Service Representative

Company: Seattle Coffee Gear (part of CSC Generation Enterprise)

Employment Type: Full Time

Position Overview

Seattle Coffee Gear is seeking a motivated and knowledgeable Technical Customer Service Representative to join our dynamic team. In this role, you will provide expert support for customers using advanced coffee machines like Jura, Rocket, and other high-end espresso systems. As the first point of contact, you’ll troubleshoot technical issues, guide customers through solutions, and ensure a premium experience. If you are passionate about coffee, enjoy solving problems, and thrive in a fast-paced environment, we’d love to have you on board!

Key Responsibilities

• Respond to inbound customer inquiries via phone, email, or chat regarding technical issues with high-end coffee machines.
• Troubleshoot common machine issues such as error codes, grinder malfunctions, water flow problems, and milk system failures.
• Walk customers through diagnostic steps, maintenance procedures, setup, programming, calibration, and descaling.
• Provide clear instructions to determine whether a machine needs repair or replacement and guide customers through warranty and repair processes.
• Escalate complex technical cases to specialists or repair technicians as needed.
• Maintain accurate records and case notes using CRM tools.
• Stay up to date on the latest models, software updates, and technical documentation for advanced coffee machines.
• Collaborate with internal teams to report recurring issues, defects, or feedback from customers.
• Use web-based inventory and order systems to perform all job duties.
• Research and respond to service-related inquiries regarding tracking, order status, and product information.
• Assist customers in selecting the right espresso machine and associated products.
• Create return authorizations and exchanges for customers in order and shipping systems.
• Enter customer orders into the inventory system accurately.
• Collaborate with the sales and service teams to achieve sales goals and meet service metrics.
• Continuously learn and maintain up-to-date knowledge on current product offerings.
• Follow all customer service and inside sales processes to ensure a seamless customer experience.
• Work with the leadership team to refine and implement new processes as we grow.
• Perform other duties as assigned.

Required Skills and Qualifications

• 1-2 years of experience in customer service or technical support.
• Experience with order or inventory management software.
• Strong troubleshooting skills with a comfort in working with mechanical systems and basic electronics.
• Excellent verbal and written communication skills.
• Ability to remain patient, empathetic, and professional with customers, especially in frustrating situations.
• Familiarity with customer support software, CRM tools, and ticketing systems.

Preferred Qualifications

• Experience with machines from brands such as Jura, DeLonghi, Breville, Rocket, or similar.
• Knowledge of espresso preparation and specialty coffee equipment.
• Previous experience in retail coffee, barista, or repair technician roles, is a plus, but is not required.
• Motivated self-starter with a desire to learn a complex product offering.
• Technical (device, machine) troubleshooting.
• A genuine interest in coffee and espresso culture.
• 1-2 years of experience with high-end appliances or electronics.

Company Information

CSC Generation Enterprise (CSC) is an AI-enabled multi-brand platform that acquires and transforms retailers into profitable, digital-first, consumer-centric businesses. CSC's retail platform is purpose built around its core M&A strategy and drives alpha by encoding revenue growth, unit margin management, and other expert-level retail practices into automation and AI. CSC owns and operates more than 10 retail, eCommerce, and wholesale brands, including Sur La Table, Backcountry, and One Kings Lane.

Why Work with Us

• Competitive salary.
• Law benefits since day one.
• Home office.
• Remote work support.
• Full equipment provided.
• 100% paid training.
• Schedule window (8 am - 8 pm).

Application Instructions

Please refer to the original job posting for application instructions.