Admin Customer Care Representative

<strong>Retail Business Services currently provides services to five omnichannel grocery brands, including Food Lion, Giant Food, The GIANT Company, Hannaford and Stop &amp; Shop. Retail Business Services leverages the scale of the local brands to drive synergies and provide industry-leading expertise, insights and analytics to local brands to support their strategies. We are committed to diversity, equity and inclusion and we foster a community of belonging where everyone is valued.</strong>

Salisbury, NC

Retail Business Services

<strong>Retail Business Services currently provides services to five omnichannel grocery brands, including Food Lion, Giant Food, The GIANT Company, Hannaford and Stop &amp; Shop. Retail Business Services leverages the scale of the local brands to drive synergies and provide industry-leading expertise, insights and analytics to local brands to support their strategies. We are committed to diversity, equity and inclusion and we foster a community of belonging where everyone is valued.<br /></strong> https://www.retailbusinessservices.com/

keywords: position summary,position details,customer service,support,solutions,education & experience

Full Time

N/A

Overview: <p>Responsible for managing level 1 customer support.<BR>The Admin I will be responsible for providing direct support to store personnel, as well as customers, to ensure proper service levels are met based on the hours of the contact center.<BR>Provide excellent customer service to both internal and external customers.<BR>Enhance customer loyalty through engagement via phone and email.<BR>Provide clear information or direction regarding actions required by customers (internal and external) in order to fully address their concerns.<BR>Provide direct support to store personnel and customers for Technology, Merchandising, Store Maintenance, Operations, Order Add/Cuts, Order call Block Polling; online orders; digital offers; and loyalty programs.</p>
Responsibilities: <ul> <li>Support inbound customer inquiries.</li> <li>Support email/survey/Contact Us customer inquiries.</li> <li>Work with customers and stores to document, resolve and/or escalate problems being reported.<BR>As part of&nbsp;the process, accurately record required contact information and problem description in the appropriate&nbsp;application.<BR>Call content, appropriate notifications, error messages, problem classification and severity are&nbsp;critical to the problem review and resolution process.&nbsp;Provide appropriate resolution at the first point of contact if possible.<BR>Escalate unsolved issues as needed.</li> <li>Gather data during the problem-solving process, analyze situations, and provide solutions.</li> <li>Utilize logical problem-solving skills and techniques to troubleshoot and resolve complex problems reported&nbsp;by stores and customers.</li> <li>Be alert to urgent or severe issues for immediate escalation, as well as trends that may negatively impact the&nbsp;company.</li> <li>Take ownership of all calls and cases/tickets opened; track the contact status to resolution utilizing the&nbsp;appropriate application.</li> <li>Escalate complex and/or high priority problems to appropriate coworkers, support groups, or vendors for&nbsp;resolution.</li> <li>Ensure proper notification and escalation procedures are followed to update business users and customers.</li> </ul> <br />
Requirements: <ul> <li>High School or equivalent.</li> <li>Associate or Bachelor's Degree Add, Prior call center experience preferred.</li> </ul>