Guest Service Associate

Pressed Juicery is hiring! If you’re passionate about growth and community, join our team to make an impact.

About Pressed Juicery

Pressed Juicery is a modern wellness brand built with the mission to empower your wellness journey.

Founded in 2010 by three friends, Pressed began as a small space with a big idea: real, nourishing food should be accessible and fit into everyday life. What started in a tiny Los Angeles juice bar has grown into a dynamic omnichannel brand, with products available through thousands of retailers nationwide, alongside our company-owned stores and direct-to-consumer channel.

At Pressed Juicery, we operate as one community bringing high-quality, better-for-you products to market. Guided by passion and purpose, we’re building what’s next in wellness.

Our Mission

Pressed Juicery’s mission is to empower your wellness journey.

Our Workplace Culture

• We embrace diversity, equity, inclusion, and belongingness!
• We speak up with radically candid communication.
• We wholeheartedly support personal and professional growth.
• We believe mistakes can be valuable and lead to continuous improvement.
• Lastly, we value excellence and strive to achieve greatness in all we do!

Our Values

• Community - as leaders, we celebrate differences, champion strengths, and compassionately aspire to be our most vibrant selves.
• Passion - curious and humble, we inspire people to make healthy choices.
• Growth - pursuing wellness with intention, we create and embrace good energy.

Our Benefits

• 401(k) plan with up to 4% match
• Free Pressed products!
• Employee Referral Program
• Medical, dental, and vision*
• Awesome paid time-off benefits*
• Generous paid parental leave
• Focus on career-pathing and professional development!

*Full-time employees are eligible for medical, dental, vision, and vacation accrual.

Job Purpose

The Guest Service Associate is the frontline of Pressed's guest experience, responding to guest inquiries across phone, email, chat, and other supported channels with a focus on resolution, retention, brand protection, and sales opportunities. As a product expert, this role maintains strong knowledge of Pressed's product lineup, ingredients, cleanses, product benefits, and VIP Membership to confidently educate guests, provide personalized recommendations, and help drive conversion and incremental sales.

This role manages guest concerns across Retail, Ecomm, Digital, Wholesale, Nationwide Shipping, and other Pressed channels while using sound judgment to deliver thoughtful and efficient solutions. The Guest Service Associate also plays an important role in identifying and communicating guest trends, maintaining accurate ticket documentation, escalating product quality and operational concerns, and collaborating cross-functionally to improve the overall guest experience.

Essential Functions

• Serve as a primary point of contact for guest inquiries across phone, email, chat, and other supported channels, with a focus on effective resolution, de-escalation, guest retention, and brand protection.
• Manage guest inquiries related to Retail, Nationwide Shipping, Digital, Wholesale, Catering, and other Pressed channels, maintaining a solution-oriented approach and using sound judgment to resolve guest concerns.
• Serve as a Pressed product expert by maintaining strong knowledge of the full product lineup, ingredients, cleanses, product functionality, promotions, and VIP Membership. Leverage this knowledge to educate guests, make thoughtful product recommendations, identify sales opportunities, and support conversion through VIP Membership enrollment and additional purchases.
• Use discretion when determining guest recovery solutions, balancing the guest experience with responsible use of compensation and selecting the appropriate level of recovery based on the circumstances.
• Manage ticket volume efficiently, ensuring all assigned and open tickets requiring action have been responded to or appropriately updated before the end of each shift.
• Respond to guest inquiries within 24 hours while maintaining established productivity, quality, and service expectations.
• Maintain a strong commitment to accurate and thorough ticket filing. Ensure tickets capture critical information, including guest and order details, specific issue type, resolution, and compensation/refund amounts, to support accurate reporting and trend analysis.
• Identify and communicate notable guest trends and emerging friction points. Provide weekly updates supported by specific ticket numbers, order numbers, guest examples, and other relevant data.
• Manage product quality concerns with urgency and accuracy, including completing required Zenput QA submissions to provide the Quality Assurance team with real-time visibility and the information necessary for investigation.
• Submit and manage applicable carrier claims for Nationwide Shipping orders, including damaged shipments, delays, and other qualifying delivery issues.
• Manage Wholesale guest inquiries with a solution-oriented approach, effectively de-escalating concerns and identifying appropriate resolutions while protecting the guest experience and Pressed brand.
• Respond to and manage online guest reviews across supported platforms in accordance with established response-time and brand standards.
• Collaborate closely with Marketing, Ecomm, WebDev, Retail, Wholesale, Catering, Quality Assurance, and other cross-functional partners to resolve guest issues, leverage available resources, and escalate urgent or recurring friction points in real time.
• Maintain strong working knowledge of Guest Services procedures, policies, systems, and escalation paths to ensure guest concerns are handled consistently, accurately, and efficiently.
• Support queue management and team workload by maintaining visibility into incoming volume and helping ensure guest inquiries are addressed appropriately and in a timely manner.

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Qualifications

• 2+ years of guest service experience, ideally within food and beverage, retail, hospitality, or CPG.
• Strong written and verbal communication skills with the ability to communicate professionally and empathetically with guests and internal partners.
• Ability to manage a high-volume workload across phone, email, chat, and other supported channels while maintaining quality, accuracy, and responsiveness.
• Strong attention to detail with a commitment to accurate ticket documentation, data integrity, and adherence to established processes.
• Sound judgment and problem-solving skills, with the ability to de-escalate guest concerns and determine appropriate resolutions while protecting the Pressed brand.
• Ability to identify trends and communicate actionable guest insights supported by relevant examples and data.
• Strong collaborative skills with the ability to work effectively across multiple departments and escalate urgent or recurring issues appropriately.
• Comfortable learning and navigating multiple systems, including CRM/helpdesk, order management, review management, and quality assurance platforms. Experience with Freshdesk or similar platforms preferred.
• Ability to prioritize competing responsibilities and independently manage open work through completion.
• Must be able to regularly work Saturdays and Sundays.
• Must be legally authorized to work in the United States without restriction.

Pressed Juicery, Inc. participates in the E-Verify program. Please click here to learn more about the E-Verify program.

Apply now to start your wellness journey at Pressed!