Call Center Representative

Date:  Jul 4, 2024


Company:  Northeast Shared Services

Salary: $15.06- $22.57


Communicates with customers via telephone, email, and social media to build relationships and earn long term loyalty. Helps customers troubleshoot technical issues relating to all new Ecommerce customer-based systems to answering inquiries, resolving problems, fulfilling all types of related requests and maintaining all data in the appropriate customer service system. Provides support, technical and otherwise for all customer facing tools and resources Instacart online shopping, the web site, ecoupons, the AdvantEdge card, marketing and AdvantEdge Reward programs, Special Order Services (SOS), and gift card orders. Maintains established targets for resolution rates. Possess a great deal of independent analysis and a thorough knowledge of procedures relating to systems, policies, customer facing tools. Manage incidents from inception to resolution. Escalates more complex issues to the Sr. Call Center Representative or the Lead Call Center Representative level support staff.


  • Manage customer calls, identifying customer needs, clarifying information, researching issues and providing solutions or alternatives, modeling a high level of customer courtesy and service
  • Receive, document and maintain customer communications in the (Power Center) database
  • Facilitate complaint resolution process
  • Compose customer response letters/email
  • Respond to and document all social media communications and reviews (on Twitter, Facebook, Instagram, Hootsuite, etc.)
  • Provide technical support for, online shopping,(Unata ) ecoupons (Inmar) and Instacart.
  • Process and assist customers with SOS orders
  • Knowledgeable in all policies and procedures.
  • Respond to any and all customer questions concerning the AdvantEdge Card, AdvantEdge (RM) and all related marketing programs
  • Maintain the customer data base (NCR and Stratus), and Marketing database (Market Expert) with complete and accurate customer information
  • Scan and verify all new AdvantEdge Card applications using VerifyIt and OCR Any Doc
  • Process replacement and new AdvantEdge Card requests
  • Process adjustments for AdvantEdge Rewards, (RM) and all frequent shopper programs, documenting all adjustments in Market Expert and on the Adjustment log
  • Correct and process daily lost card and km error report
  • Assist with other department tasks.


  • Satisfactory performance reviews.
  • Excellent data entry skills and knowledgeable and can actively use Windows and Microsoft Office, Word and Excel.
  • Demonstrated strong verbal and written communication skills.
  • Savvy with interactions and correspondence on social media platforms.
  • Excellent organizational skills.
  • Strong attention to detail and accuracy a must.
  • Familiarity with the AdvantEdge Card and AdvantEdge Rewards programs preferred.
  • Understanding and working knowledge of corporate and store policies.
  • Demonstrated commitment to Customer Service.


  • 6 months to 1 year if customer service desk experience preferred.
  • Must be willing to work evenings and weekends.


Standing Occasional 1-3 Hours
Sitting Frequent 3-5 Hours
Grasping/Finger Movement & Dexterity- Left/Right Hands Constant 5-8 Hours
Bending Occasional 1-3 Hours
Pivoting Occasional 1-3 Hours
Squatting/Kneeling Occasional 1-3 Hours
Twisting Occasional 1-3 Hours
Walking Occasional 1-3 Hours
Lifting Occasional 1-3 Hours up to 10lbs



Price Chopper/ Market 32 and Northeast Shared Services does not discriminate against individuals on the basis of race, color, national origin, religion, sex, affection or sexual orientation, disability, age, marital status, liability for military service, status as a veteran, gender identity or expression, genetic information, pregnancy, and any other characteristic protected by applicable federal, state, or local laws.


Should your hours and availability better fit the needs of another store or desired shift, we may consider your application for another location or shift.


We may also keep your information on file for further review should the location or hours not be a fit for either the store or your stated availability.


The disclosed compensation range for this position is applicable within the state the position resides. The actual base pay offered will consider internal equity and may also vary depending on the candidate’s job-related knowledge, skills, and experience among other factors. The compensation range is one component of Price Chopper/Market 32 and Northeast Shared Services’ total compensation and benefits package, which includes, 401(k), 401(k) match, paid time off, comprehensive health benefits, and more.