JOB SUMMARY

The Customer Care Specialist is a point of contact for customers, and handles inquiries that range from simple, routine questions, to moderately complex complaints about a customer's experience with the company, or its people, products, or systems. As a "voice of the company," the specialist must respond professionally and expediently to customer phone calls, emails, and social media inquiries, maintaining high customer service standards.

The person in this role works alongside store and store support center teammates of all levels in service of customers, and will report to the lead or manager.

We seeking candidates that are available 5 days a week, 40 hours per week, including weekends, with potential availability until 8pm as needed. The schedule may range from 8am to 8pm, Monday through Sunday. The ideal candidate would be available at least 9:30am to 6pm on weekdays and for an 8 hour shift on weekends.

This role requires 4 days in office for up to 6 months to learn the role and then will be able to shift to 3 days a week in office and 2 days remote. This role is located in St Louis, Missouri.

ESSENTIAL JOB RESPONSIBILITIES

• Manage a significant volume of routine to moderately complex customer phone calls daily, answering specific questions, sharing information, clarifying programs or policies, fulfilling requests, and making referrals as appropriate; depending on the nature of the contact.

• Identify, assess, and investigate customer complaints received by phone or email, making contact with appropriate internal personnel from whom to seek additional information, and ultimately recommending action and/or making independent decisions leading to rapid resolution. Escalate highly complex issues to the Customer Care Lead as necessary.

• Act as primary customer phone call and email contact for Schnucks Rewards related questions, corrections, updates and access assistance.

• Support Schnucks Health and Wellness initiatives via the Schnucks Rewards application (Ex: Washington University Nutriconnect Trial and Steps Challenge).

• Attend in-person store level marketing events to support customers on site

• Contact customers with negative NPS scores and report results with the Survey Insights team.

• Record details of customer interactions, using identified software.

• When the Customer Care Lead is not available, serve as a resource in the rollout, implementation, and ongoing maintenance of customer-facing programs.

MINIMUM REQUIREMENTS

• Required Education: High school education

• Other Requirements: Associate’s Degree/Junior College preferred

• Minimum Years of Experience: 3 to 5 years

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge

  • Working knowledge of the retail store environment and current customer experience across multiple platforms (in-store, Schnucks Delivers, etc.)

  • Ability to succinctly summarize customer contacts within the designated software system

  • Knowledge of the Zendesk software systems, and of Google Suite preferred

  • Prior customer service training preferred

• Skills & Abilities

  • Excellent communication skills and ability to display a friendly nature while actively listening to customer concerns

  • Ability to remain calm, patient, and professional, and to employ empathy working with customers of all temperaments

  • Ability to type a minimum of 45 words per minute

  • Customer service oriented

  • Ability to be resourceful in successfully resolving customer complaints/issues.

PHYSICAL REQUIREMENT AND WORK ENVIRONMENT

• Walking

  • Primarily sitting

• Standing

  • Primarly sitting

• Lifting

  • Up to 25 lbs

• Travel

  • 0-25%

• Work Environment

  • Office environment

The above statements describe the job’s essential responsibilities and requirements.  They are not an exhaustive list of the duties that may be assigned to job incumbents.

Additional Requirements – Internal Candidates:

• Store/Facility Teammates: minimum of six months employment with Schnucks preferred.
• Store Support Center Teammates: minimum of one year employment with Schnucks preferred.
• Must be in good standing (not on a performance improvement plan or active discipline).
• If invited for an interview, must have manager approval based on performance.

Schnucks is an Equal Opportunity Employer.