About Company
At New Belgium Brewing, we believe that doing good and making great beer go hand-in-hand. As a certified B Corporation, we’re committed to being a force for good in the world, balancing purpose and profit. We brew world-class beers, cultivate vibrant communities, and champion environmental stewardship. Our employee-ownership model fosters a collaborative culture where every voice is heard, and passion for craft is celebrated. Join a team that values innovation, sustainability, and the joy of sharing exceptional experiences, one beer at a time. We’re not just brewing beer; we’re brewing a better world.
Job Description
Are you a problem-solver with a passion for people and a knack for creating memorable interactions? New Belgium Brewing is seeking a dedicated Remote Customer Experience Specialist to join our vibrant team. In this full-time role, you will be the friendly and knowledgeable voice of New Belgium, connecting directly with our customers, partners, and fans from the comfort of your home office. This isn’t just about answering questions; it’s about embodying our brand’s spirit, fostering loyalty, and ensuring every interaction is positive, informative, and reflective of our unique culture. You will be instrumental in building lasting relationships, resolving inquiries with empathy and efficiency, and providing insights that help us continually enhance our customer journey. If you thrive in a dynamic, remote environment, possess exceptional communication skills, and are eager to contribute to a company deeply committed to its values, we invite you to pour your passion into this exciting opportunity. We’re looking for someone who can independently manage their workload, adapt to evolving needs, and proactively seek solutions, all while championing the New Belgium experience.
This role requires a high degree of autonomy and self-motivation. You will utilize various communication channels, including email, chat, and phone, to assist with product inquiries, order support, general feedback, and brand engagement. Your deep understanding of our products and brand ethos will enable you to not only answer questions but to anticipate needs and delight our community. We are committed to fostering an inclusive and supportive remote work environment, providing the tools and training you need to succeed. If you’re ready to make a tangible impact on a beloved brand and join a team that feels like family, even from a distance, this role is for you.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries across multiple channels (phone, email, chat, social media), providing timely and accurate information.
- Resolve customer complaints and issues with professionalism, empathy, and efficiency, escalating complex cases to appropriate internal teams when necessary.
- Educate customers about New Belgium products, promotions, and brand initiatives, fostering excitement and loyalty.
- Process orders, manage returns, and assist with e-commerce platform navigation, ensuring a seamless shopping experience.
- Gather and document customer feedback, identifying trends and opportunities for service and product improvement.
- Maintain a comprehensive knowledge base of company policies, products, and services.
- Collaborate with sales, marketing, and operations teams to ensure a consistent and positive brand experience.
- Contribute to team efforts by accomplishing related results as needed and actively participating in remote team meetings and training sessions.
Required Skills
- Minimum of 2 years of experience in customer service or customer experience roles, preferably in a remote setting.
- Exceptional verbal and written communication skills with a friendly and professional demeanor.
- Proven ability to empathize with customers and effectively de-escalate challenging situations.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
- Strong problem-solving skills and the ability to think critically under pressure.
- Excellent organizational and time management skills, with the ability to work independently and manage multiple priorities.
- Reliable high-speed internet connection and a dedicated, quiet home workspace.
Preferred Qualifications
- Experience in the beverage, craft beer, or hospitality industry.
- Familiarity with e-commerce platforms and online retail operations.
- Bilingual proficiency (Spanish a plus).
- Associate's or Bachelor's degree in a relevant field (e.g., Communications, Business Administration).
Perks & Benefits
- Competitive salary and employee ownership opportunities (ESOP).
- Comprehensive health, dental, and vision insurance.
- 401(k) plan with company match.
- Generous paid time off and paid holidays.
- Product discounts and access to exclusive New Belgium experiences.
- Professional development and growth opportunities.
- A vibrant, inclusive, and supportive company culture.
- Wellness programs and employee assistance resources.
How to Apply
Ready to champion the New Belgium Brewing customer experience? If you are a dedicated individual with a passion for service and a love for craft, we encourage you to apply today! Please click on the application link below to submit your resume and a cover letter detailing your relevant experience and why you’d be a great fit for our team.
