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Administrator Contact Center - Retail Business Services
Delhaize America
Quincy, MA, United States
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Description
Retail Business Services, LLC is an independent Ahold Delhaize company and supports the local brands of Ahold USA and Delhaize America, including Food Lion, Giant Landover, Giant Carlisle, Hannaford, Martin’s, Peapod, and Stop & Shop.
Position Title: Administrator I Contact Center
Position Location: Quincy, MA
Position Summary:
The Administrator will be responsible for providing direct support to store personnel, as well as customers, in an effort to ensure proper service levels are met on a 7 day x 24 hour basis. Provide excellent customer service to both internal and external customers. Enhance customer loyalty through engagement via phone and email. Provide clear information or direction with regard to 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.
Principle Duties and Responsibilities:
> Work with customers and stores to document, resolve and/or escalate problems being reported. As part of the process, 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.
> Strive to provide appropriate resolution at the first point of contact.
> 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.
> Demonstrate excellent writing, grammar, and computer skills in order to meet department standards. Demonstrate empathy and responsiveness to customers’ concerns.
> 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.
> Collaborate with other members of the team to manage calls including, but not limited to: Technology, Merchandising, Store Maintenance, Operations, Order Add/Cuts, Order call Block Polling issues, Loyalty, Entertaining, and customer concerns.
> Support tools/applications to ensure all steps for error and service recovery have been performed in an effort to resolve reported problems prior to escalating to second level support groups.
> Maintain solid documentation of issues as reported inclusive of any recommendations and/or actions taken. This includes maintaining best practices that will handle the functional requirements for supporting Customer Care, Loyalty, WebCare, Technical, Vendor, and user issues in all stores as well as online.
> Receive/react to contacts from stores and customers
> Escalate complex contacts to third level groups
> Provide guidance and support to Admin. 1 as needed; and when appropriate, assume responsibility for proper handling of said contact
> Escalate unresolved issues when appropriate
> Add newly provided information to shared document for future reference by the team
> Provide team with necessary training and support to achieve department goals
> Exercise ability to influence other department decisions by providing customer feedback and metrics data (collected from department analyst)
Work Hours : Monday -Friday (Evening shifts could be assigned)
Incumbent should be open to work on Saturdays
This position is eligible for Over time
Requirements
Basic Qualification:
Bachelor's Degree
1-2 years experience