Administrator Associate Service Center

ViziRecruiter,LLC.; Carlisle (Cumberland County); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading grocery retailer in Carlisle, PA is seeking a support associate to provide first-level assistance and training in their Call Center. The role involves monitoring quality, assisting in daily operations, and maintaining documentation. Candidates should have a high school diploma, 2-3 years’ experience in an office and customer service environment, and strong communication skills. This is an essential role to enhance customer service and support processes.

Qualifications

• Experience working in the company Associate Service Center department.
• 2 or 3 years' experience in an office environment.
• 2 or 3 years' experience in a high-volume customer service call center.
• Basic computer knowledge including good data entry skills.
• Comfortable dealing with all levels of associates within the company.

Responsibilities

• Lead training and onboarding for new associates.
• Provide training, coaching, and assistance to call specialists.
• Implement quality management suggestions to support continuous improvement.
• Perform Call Admin duties to meet Service Level Agreements.
• Identify missing information in the Knowledge base and create documentation.
• Monitor recorded calls and analyze data for feedback.

Skills

Detail oriented

Excellent listening skills

Telephone skills

Communication skills

Ability to remain calm under pressure

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

Provide first level support to Call Admins with difficult and/or complicated calls and work with Primary Assignment Groups (PAG's) "in the moment" on time sensitive issues. Assist Associate Service Center supervisors with daily operations including lunch/breaks schedules, special projects, Self-Service Tickets (SST's), and quality monitoring.

Responsibilities

• Serve as the lead trainer, along with Team Leader Training, for new associate during their training and onboarding process. Act as a mentor to associate as they go through the training process.
• Provide training, coaching, and assistance to call specialists to ensure they are adhering to established ASC call handling processes and procedures.
• Assist Manager, Quality Specialist and Supervisors with implementing quality management suggestions by executing strategies and service level agreements to improve productivity, effectiveness and service delivery of the team to support continuous improvement.
• Perform Call Admin duties as needed, within scheduled timeframes and with strict adherence to written procedures, to meet the Service Level Agreements of the Associate Service Center. Duties include answering and entry of inbound calls into ASC ticketing system and initiating outgoing calls for follow up on self-service tickets, etc.
• Identify missing and inaccurate information in the Knowledge base, working with the PAG's to create new documentation when needed. Assist with creating and maintaining documentation on all current processes in the department.
• Monitor recorded calls, live calls, and tickets. Track and analyze data to identify trends, anticipate problems, and identify training and coaching needs. Meet with ASC Leadership team to provide feedback on monitored calls and tickets to improve the quality of ASC.
• Makes a positive contribution and gets along well with teammates.

Requirements

• Experience working in the company Associate Service Center department
• High school diploma.
• 2 or 3 years' experience working in an office environment.
• 2 or 3 years' experience in a high-volume customer service call center.
• Detail oriented with excellent listening, telephone and communication skills.
• Basic computer knowledge including good data entry skills.
• Comfortable dealing with all levels of associates within the company.

Skills and Responsibilities

• Ability to ask relevant questions, clarify incomplete information and summarize key points in both verbal and written formats.
• Ability to remain calm under pressure while delivering excellent customer service.