Call Center Representative

SUMMARY

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• 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 pricechopper.com, 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.

MINIMUM QUALIFICATIONS

• 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.
• Excellent attendance record.
• Demonstrated commitment to Customer Service.
• 6 months to 1 year if customer service desk experience preferred.
• Must be willing to work evenings and weekends.

EDUCATION AND EXPERIENCE

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

PHYSICAL REQUIREMENTS

OTHER PHYSICAL REQUIREMENTS

EQUIPMENT USED