Admin Customer Care Representative

Primary Purpose

Responsible for managing level 1 customer support. Provide excellent customer service to both internal and external customers via phone, email, and other channels. Support store personnel and customers for technology, merchandising, store maintenance, operations, order issues, digital offers, and loyalty programs.

• Support inbound customer inquiries.
• Respond to email, survey, and contact‑us inquiries.
• Document, resolve, and/or escalated problems reported by stores and customers; accurately record required contact information and problem description in the appropriate application.
• Provide first‑point resolution when possible; escalation of unsolved issues as needed.
• Gather data, analyze situations, and provide solutions.
• Apply logical problem‑solving skills to troubleshoot and resolve complex problems reported by stores and customers.
• Monitor for urgent or severe issues and trends that may negatively impact the company.
• Take ownership of all calls and tickets; track status to resolution using the appropriate application.
• Escalate complex or high‑priority problems to appropriate coworkers, support groups, or vendors.
• Ensure proper notification and escalation procedures are followed to update business users and customers.

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