Admin Customer Care Representative

ViziRecruiter,LLC.; Mauldin (SC); On-site; USD 26,174 - 38,572; Full time

Job summary

Ahold Delhaize USA is seeking an Admin I to provide level 1 customer support for store personnel and customers, handling inquiries by phone and email and ensuring service levels are met during contact-center hours.

Responsibilities include documenting issues, escalating where needed, and delivering timely resolutions while maintaining accurate records and customer-focused communication.

Qualifications

• Excellent writing, grammar, and computer skills to meet department standards.
• Demonstrate empathy and responsiveness to customers' concerns.
• Up to 2 years of relevant experience.
• High school diploma or equivalent.

Responsibilities

• Handle inbound customer inquiries.
• Support email/survey/Contact Us inquiries.
• Document, resolve and/or escalate problems with stores and customers; record contact information and problem descriptions accurately.
• Provide appropriate resolution at first contact when possible; escalate as needed.
• Gather data during problem-solving to analyze situations and provide solutions.
• Use logical problem-solving to troubleshoot complex issues reported by stores and customers.
• Be alert to urgent issues for immediate escalation and identify trends impacting the company.
• Take ownership of calls/cases and track status to resolution; escalate complex issues to appropriate groups.
• Ensure proper notification and escalation procedures to update business users and customers.

Skills

Writing skills

Empathy

Customer service

Education

High school diploma

Job description

Introduction

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands – Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Overview

Responsible for managing level 1 customer support. 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. Provide excellent customer service to both internal and external customers. Enhance customer loyalty through engagement via phone and email. Provide clear information or direction regarding actions required by customers (internal and external) in order to fully address their concerns. 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.

This position can be based in one of our offices located in Salisbury, NC, Scarborough, ME, Quincy, MA, Carlisle, PA, and Hyattsville, MD.

Applicants must be currently authorized to work in the United States on a full-time basis.

Responsibilities

• Support inbound customer inquiries.
• Support email/survey/Contact Us customer inquiries.
• Work with customers and stores to document, resolve and/or escalate problems being reported. As part of the process, accurately record required contact information and problem description in the appropriate application. Call content, appropriate notifications, error messages, problem classification and severity are critical to the problem review and resolution process.
• Provide appropriate resolution at the first point of contact if possible. Escalate unsolved issues as needed.
• Gather data during the problem-solving process, analyze the situations, and provide solutions.
• Utilize logical problem-solving skills and techniques to troubleshoot and resolve complex problems reported by stores and customers.
• Be alert to urgent or severe issues for immediate escalation, as well as trends that may negatively impact the company.
• Take ownership of all calls and cases/tickets opened; track the contact status to resolution utilizing the appropriate application.
• Escalate complex and/or high-priority problems to appropriate coworkers, support groups, or vendors for resolution.
• Ensure proper notification and escalation procedures are followed to update business users and customers.

Requirements

• Demonstrate excellent writing, grammar, and computer skills in order to meet department standards.
• Demonstrate empathy and responsiveness to customers' concerns.
• Up to 2 years of relevant experience.
• High school diploma or equivalent.

ME/NC/PA/SC Salary Range: $19.00 - $28.50

IL/MA/MD/NY Salary Range: $21.85 - $32.77

Actual compensation offered to a candidate may vary based on their unique qualifications and experience, internal equity, and market conditions. Final compensation decisions will be made in accordance with company policies and applicable laws.