Customer Service Associate

Job Description

Job Description

Benefits :

401(k)

401(k) matching

Employee discounts

The Whistling Kettle operates an ecommerce / marketing facility in Albany, located conveniently near Menands on Broadway.

The duties would include :

Customer Service (primary focus) :

• Respond promptly to customer inquiries via email, phone, and chat.
• Provide accurate information about products, orders, shipping, and returns.
• Resolve issues with professionalism, empathy, and efficiency.
• Maintain accurate records of customer interactions.
• Collaborate with the marketing team to flag trends, FAQs, and opportunities for improved communication.

Inside Sales (secondary focus) :

• Make outbound calls to existing wholesale customers to check in, gather feedback, and encourage reorders.
• Identify upselling and cross-selling opportunities.
• Assist in onboarding new wholesale accounts.
• Support the development of new business opportunities as time allows.

Tea Bar (secondary focus)

We operate a low volume tea bar / customer service pickup area. Duties would include :

• Set up for the days service.
• Count drawer
• Rotate food / drinks
• Make any drink concentrates necessary
• Take sales & fulfill customer beverage orders
• Inventory of items necessary (syrups, supplies, merchandise)
• Regular cleaning and organization