Customer Care Representative

Hy-Vee, Inc.; Grimes (IA); On-site; USD 32,000 - 42,000; Full time

Job summary

Hy-Vee, Inc. in Iowa is hiring a Customer Care Representative to support customers, stores, and vendors via phone, email, mail, and social media, routing inquiries to the right teams and resolving issues. The role emphasizes timely communication, accurate documentation, and collaboration with cross-functional partners; a high school diploma and 3–5 years of related experience are preferred, with HIPAA certification possible after hire; this is a non-exempt, on-site position.

Qualifications

• High school diploma or equivalent; 3–5 years of related work experience.
• Customer service or retail experience preferred.
• HIPAA certification may be required after hire.

Responsibilities

• Responds to e-mails and routes to the proper parties.
• Answers and processes customer phone calls.
• Engages in Live Chat to answer inquiries and provide information.
• Monitors social media activity and responds to comments on platforms.
• Reports to work on schedule and maintains confidentiality.

Skills

Verbal and written comms

Customer service orientation

Interpersonal skills

Multi-channel support

Problem-solving

Basic math skills

Computer literacy

Education

High school diploma or equivalent

Tools

Retalix

Spinternet

Office software

Job description

Additional Considerations (if any):-At Hy-Vee our people are our strength. We promise “a helpful smile in every aisle” and those smiles can only come from a workforce that is fully engaged and committed to supporting our customers and each other.Job Description:Job Title: Customer Care RepresentativeDepartment: Customer CareFLSA : Non-ExemptGeneral FunctionResponds to customers, stores and vendors, assisting with all inquiries and vendor solicitations, routing them to the proper parties. Resolve customer queries via phone, email, mail, or social media.Core CompetenciesPartnershipsGrowth mindsetResults orientedCustomer focusedProfessionalismReporting Relations:Accountable and Reports to: Senior Vice President, Communications; Director, Customer Care; Customer Care Senior Supervisor(s)Positions that Report to you: NonePrimary Duties and ResponsibilitiesResponds to e-mails received via hy-vee.com.Routes emails to the proper parties using techniques outlined in the department manual.Answers and processes customer phone calls.Returns voicemail messages and follows up with stores to determine if appropriate action has been taken to address complaints.Engages customer on Live Chat to answer inquiries and provide information.Assists in monitoring social media activity and responds to comments on appropriate platforms.Reports to work when scheduled and on time.Secondary Duties and ResponsibilitiesBacks up consumer information representative on private label inquiries via the 800 line.Performs other job-related duties and special projects as required.Knowledge, Skills, Abilities and Worker CharacteristicsCommitment to the Hy-Vee Mission and a willingness to promote the values of the companyExcellent verbal and written communication skillsExcellent interpersonal skills; ability to relate to and interact with people in a friendly, professional mannerBasic math skillsAbility to address, research and resolve problems quickly and independentlyAbility to interact with basic computer systems, including word processing, spreadsheet and email applications, as well as job-specific programsEducation and ExperienceHigh school diploma or equivalent required; 3-5 years previous related work experience;Customer service or retail experience preferred.Physical RequirementsVisual requirements include: ability to see detail at near range with or without correction.Must be physically able to perform sedentary work: occasionally lifting or carrying objects of no more than 10 pounds, and occasionally standing or walking.Must be able to perform the following physical activities: stooping, kneeling, reaching, handling, grasping, feeling, talking, hearing, and repetitive motions.Working ConditionsThe duties of this position are performed in a general office setting. There is frequent pressure to complete tasks or requests quickly.Equipment Used to Perform JobDesktop or laptop computer, telephone, basic Office software and various Internet portals including Retalix and Spinternet.ContactsHas daily contact with customers and the general public. Has contact with suppliers/vendors on a weekly basis.ConfidentialityIn the course of researching may find personnel financial information, board actions, situations, law suits, terminations, etc. When answering e-mails from customers, read about problems (stores, directors, products, etc). Must be HIPAA certified, which can occur with Hy-Vee once the applicant is hired.Are you ready to smile, apply today.Employment is contingent upon the successful completion of a pre employment drug screen.