Admin I Customer Care Representative - Ecomm

ViziRecruiter,LLC.; Salisbury (NC); Remote; USD 26,000 - 39,000; Full time

Job summary

Ahold Delhaize USA is seeking a full-time Admin I to provide level 1 customer support to store personnel and customers via phone and email. You will help with technology, digital offers, store maintenance, orders, loyalty programs, and related inquiries.

The role is remote within operating states, with periodic onsite attendance possible; the schedule is 1:30PM–10:00PM, including one weekend day. Applicants must be authorized to work in the United States on a full-time basis.

Qualifications

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

Responsibilities

• Support inbound customer inquiries.
• Support email/survey/Contact Us inquiries.
• Document, resolve and/or elevate problems with accurate contact information and problem description in the system.
• Provide resolution at first contact where possible; escalate as needed.
• Gather data, analyze situations and provide solutions.
• Use logical problem-solving to troubleshoot complex issues.
• Be alert to urgent issues and trends; escalate appropriately.
• Take ownership of all calls and cases; track status to resolution.
• Escalate complex/high priority problems to appropriate teams or vendors.
• Ensure proper notification and escalation procedures are followed.

Skills

Customer service

Written communication

Empathy

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

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.

Responsibilities

• Support inbound customer inquiries


• Support email/survey/Contact Us customer inquiries


• Work with customers and stores to document, resolve and/or elevate 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.