Admin Customer Care Representative

Overview

Category/Area of Expertise:
Call Centers

Job Requisition: 536160

Address: USA-MA-Quincy-1385 Hancock Street

Store Code:
Contact Centers (5116930)

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, and give clear information or direction regarding actions required by customers 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.

This position can be based in one of our offices located in Salisbury, NC, Scarborough, ME, 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 escape problems being reported, accurately record required contact information and problem description in the appropriate application, and detail relevant notifications, error messages, problem classification and severity.
• 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, and identify trends that may negatively impact the company.
• Take ownership of all calls and cases/tickets opened; track the contact status to resolution using 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.

• Demonstrate excellent writing, grammar, and computer skills 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.