Admin I Customer Care Representative

ViziRecruiter,LLC.; Hyattsville (MD); On-site; USD 30,307 - 45,460; Full time

Job summary

Ahold Delhaize USA is seeking a Customer Support Admin I to provide first-line support for store personnel and customers, handling inquiries by phone and email while delivering excellent service.

The role covers Technology, Merchandising, Store Maintenance, Operations, and loyalty programs, with a hybrid schedule of 3 days in office at one of the core locations and 2 remote days; applicants must be authorized to work in the United States on a full-time basis.

Qualifications

• Up to 2 years of customer service or call center experience.
• Excellent writing and grammar; proficient computer skills.
• Empathetic and responsive to customer concerns.
• High school diploma or equivalent.

Responsibilities

• Support inbound customer inquiries.
• Support email/survey/Contact Us inquiries.
• Document, resolve and escalate issues with stores and customers.
• Record contact information and problem descriptions accurately.
• Provide first-contact resolution when possible; escalate as needed.
• Track calls and tickets to resolution.
• Escalate complex issues to appropriate teams or vendors.
• Ensure proper notification and escalation procedures with business users.

Skills

Customer service

Written communication

Empathy

Computer skills

Education

High school diploma or equivalent

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

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

Position Summary:

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.

Our flexible/hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. This position can be based in one of our offices located in 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 escalat... 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

• Up to 2 years of experience in customer service, call center, or a related support environment
• Demonstrate excellent writing, grammar, and computer skills in order to meet department standards.
• Demonstrate empathy and responsiveness to customers' concerns.
• 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.