Customer Service Associate

Copper • Berkeley, CA

25d • $34 - $41 • Hybrid

About The Position

Copper is at the crest of two waves: the transition to clean renewable energy and the adoption of induction cooking. We need someone with strong communication skills and the ability to support others through this change.
We’re looking for a Customer Service Associate to join our small but growing CS team, which is led by our Director of Customer Operations. This team is absolutely essential to Copper’s success, serving as a helpful point of contact for customers, a customer advocate working with internal teams to report and resolve issues, a liaison to our field service and logistics partners, and a person who shows everyone they interact with who we are as a company. So much goes into delivering great experiences to our customers, and we want someone who finds joy and satisfaction in delivering exactly that.
We value diversity and are committed to building a team that reflects a wide range of backgrounds, experiences, abilities, and perspectives. We’re especially focused on fostering an inclusive workplace where everyone can contribute to our shared mission.
This is a full-time position and it is expected to be in-office 4 days per week with 1 day flexible for remote work. Our office is located in Berkeley, CA. At this time we can only consider local candidates.

Requirements

• A positive and professional approach to customer service challenges.
• Clear and effective communication skills in English, both written and verbal, as required for the role.
• Experience in service coordination, operations, or logistics (hardware/appliance industry a plus).
• The ability to understand and address customer concerns with empathy.
• Comfortable working cross-functionally with internal teams and external vendors
• Confidence in making and receiving phone calls.
• Able to manage multiple service cases simultaneously and follow through independently.

Responsibilities

• Respond to customer and prospective customer inquiries.
• Process key customer requests, including service tickets and order modifications.
• Own assigned tickets in Hubspot from triage to completion.
• Coordinate with third-party service providers and ensure proper documentation.
• Request and track parts through our internal inventory team.
• Send instructions, media, and shipping information to service providers.
• Log updates and ensure records are fully associated.
• Communicate status updates internally and close tickets when service is completed.
• Occasionally support local Bay Area pickups or fulfillment follow-ups.
• Coordinate with other members of the team for service when needed.
• Handle customer calls and proactively reach out when necessary.

Benefits

• We cover 100% of the premiums for our employees and 50% of the premiums for their dependents on our base plans for medical, dental, and vision insurance.
• We offer a 401(k) plan for employees to contribute to, in addition to many other benefits.
• Every employee, regardless of gender identity or expression, is eligible for 16 weeks of paid parental leave after three months of employment (eight weeks through Channing Copper and eight weeks CA Paid Family Leave).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed