Customer Care Specialist (Part-Time

Customer Care Specialist

The Customer Care Specialist serves as a critical brand ambassador and the primary digital point of contact for our customers. This role is designed for a high-energy, tech-savvy communicator who can navigate a fast-paced "omnichannel" environment—transforming potentially negative experiences into positive outcomes through empathy and resourcefulness.

Schedule & Availability

• Part-Time Commitment: 20–25 hours per week.
• Operational Window:
  Shifts scheduled between 8 am and 8 pm, Monday through Sunday.
• Preferred Availability:
  The ideal candidate is available 3 pm – 8 pm on weekdays and for full 8-hour shifts on weekends.

Role Overview

• Brand Ambassadorship:
  Act as the "voice of the company," providing professional and expedient responses that uphold high customer service standards across all communication channels.
• Inquiry Management:
  Handle a diverse range of interactions, from simple, routine questions to moderately complex complaints regarding products, store systems, or personnel.
• Cross-Functional Collaboration:
  
  Work alongside store teams and support center teammates of all levels to resolve issues and share customer feedback with leadership.

Digital & Technical Focus

• Omnichannel Communication:
  Manage a high volume of daily interactions via VoIP phone systems, professional email ticketing, and social media platforms.
• Multi-Platform Navigation:
  Simultaneously operate multiple software tools, including Zendesk, Google Suite, and internal loyalty program databases.
• Technical Troubleshooting:
  Provide first-level support for customers navigating the Schnucks Rewards mobile app and other digital health and wellness initiatives.

Essential Job Responsibilities

• High-Volume Interaction Management:
  Manage a significant daily volume of routine to moderately complex phone calls and digital inquiries; sharing information, clarifying policies, and fulfilling requests.
• Complaint Investigation:
  Identify, assess, and investigate complaints received via email or phone; coordinating with internal departments to recommend actions or make independent decisions for rapid resolution.
• Technical Loyalty Support:
  Serve as the primary contact for Schnucks Rewards questions, providing technical assistance for account access, point corrections, and profile updates.
• Digital Health Initiative Support:
  Guide customers through the Schnucks Rewards application specifically for Health and Wellness initiatives (e.g., Nutriconnect Trial and Steps Challenge).
• Data Integrity & Documentation:
  Accurately record and categorize all customer interactions using CRM software (Zendesk) to ensure data quality for the Survey Insights team.
• Escalation Handling:
  Efficiently resolve standard issues while identifying and escalating highly complex or sensitive cases to the Customer Care Lead as necessary.
• Feedback Integration:
  Contact customers regarding negative NPS scores to gather detailed feedback, reporting results to improve the overall customer experience.
• Event Participation:
  Attend in-person store marketing events to provide face-to-face technical and customer support.
• Program Maintenance:
  Assist in the rollout, implementation, and maintenance of new customer-facing digital programs and platforms.

Minimum Requirements

• Education:
  
  High school education required;
  Associate's Degree/Junior College preferred.
• Experience:
  
  3 to 5 years of customer service experience.
• Typing Proficiency:
  Minimum 45 words per minute.
• Technical Setup:
  Must have a private, quiet workspace and high-speed internet compatible with VPN and VoIP software.

Required Knowledge,

Skills and Abilities

• Software Knowledge:
  Proficiency in Google Suite (Gmail, Sheets, Docs) and familiarity with Zendesk or similar CRM ticketing systems.
• Digital Literacy:
  Ability to troubleshoot basic mobile app issues and guide users through digital interfaces.
• Communication:
  Excellent verbal and written communication skills with the ability to maintain a calm, empathetic, and professional tone under pressure.
• Resourcefulness: A self-starter attitude with the ability to search internal databases and knowledge bases to find solutions independently.

Work Environment & Physical Requirements

• Remote-First…