Admin I Customer Care Representative - Ecomm

ADUSA Corporate Support; Quincy (MA); Remote; USD 46,000 - 68,000; Full time

Job summary

Ahold Delhaize USA is seeking an Admin I to provide level 1 customer support for stores and customers. The role handles phone and email inquiries, documents issues, and aims for first-contact resolution.

Periodic onsite attendance may be required, with shifts that include evenings and one weekend day. Ideal candidates have strong writing and communication skills, empathy for customers, and up to 2 years of relevant experience, with a high school diploma or equivalent.

Qualifications

• Excellent writing and grammar required to meet department standards.
• Strong customer empathy and responsiveness when addressing concerns.
• Proficient computer skills and ability to use standard business applications.

Responsibilities

• Support inbound customer inquiries by phone and email.
• Document, resolve and/or escalate problems with stores and customers.
• Record required contact information and problem details accurately.
• Provide first-contact resolution when possible; escalate as needed.
• Gather data, analyze situations and propose solutions.
• Troubleshoot and resolve complex issues reported by stores/customers.
• Escalate urgent problems and notify business users accordingly.
• Take ownership of calls and cases until resolution.

Skills

Writing skills

Empathy

Computer skills

Education

High school diploma or equivalent

Job description

Category/Area of Expertise: Call Centers

Job Requisition: 554760

Address: USA-MA-Quincy-1385 Hancock Street

Store Code: Contact Centers (5116894)

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.

Primary Purpose:

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.

Schedule:

This is a full-time, 40-hour-per-week position scheduled from 1:30PM - 10:00PM , including one weekend day. Schedule may occasionally vary based on business needs.

This position can be based in one of our offices located in Salisbury, NC., Quincy, MA., Carlisle, PA., Mauldin, SC., or Scarborough, ME.

**Please Note: This is a remote role; however, candidates must live within operating states or be within commuting distance of an office, as periodic onsite attendance may be required. **

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

Duties and Responsibilities:

• Support inbound customer inquiries
• Support email/survey/Contact Us customer inquiries
• Work with customers and stores to document, resolve and/or escape 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.

Qualifications:

• 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.

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At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent.

Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies.

Our associates are the heartbeat of our organization. We are committed to offering a welcoming work environment where all associates can succeed and thrive. Guided by our values of courage, care, teamwork, integrity (and even a little humor), we are dedicated to being a great place to work.

We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business.