Admin Customer Care Representative

Category/Area of Expertise: Call Centers

Job Requisition: 532819

Address: USA-MA-Quincy-1385 Hancock Street

Store Code: Contact Centers (5116975)

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.

Our flexible/hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. This position can be based in one of our offices located in Quincy, MA, Carlisle, PA, and Hyattsville, MD.

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

• 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.

• Up to 2 years of experience in customer service, call center, or a related support environment
• Demonstrate excellent writing, grammar, and computer skills in order to meet department standards.
• Demonstrate empathy and responsiveness to customers' concerns.
• High school diploma or equivalent

ME/NC/PA/SC: $19.00 - $28.50

IL/MA/MD/NY: $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.