Admin Customer Care Representative

Retail Business Services is the services company of leading grocery retail group Ahold Delhaize USA, currently providing services to five omnichannel grocery brands, including Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop.

Responsible to manage level 1 customer support. The Admin I will be responsible for providing direct support to store personnel, as well as customers, in an effort to ensure proper service levels are met based on the hours of the contact center. 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.           

Duties and Responsiblities:

•    Support inbound customer inquiries
•    Support email/survey/Contact Us customer inquiries
•    Work with customers and stores to document, resolve and/or escalate problems being reported. As part of
the process, accurately 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.
•    provide appropriate resolution at the first point of contact if possible. Escalate unsolved issues as needed.
•    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.
•    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.

Qualifications:

•    High School or equivalent
•    Associate's or Bachelor's Degree Add, Prior call center experience preferred
 

#LI-ES1  #RBSJOBS #ZR

Retail Business Services currently provides services to five omnichannel grocery brands, including Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Retail Business Services leverages the scale of the local brands to drive synergies and provide industry-leading expertise, insights and analytics to local brands to support their strategies. We are committed to diversity, equity and inclusion and we foster a community of belonging where everyone is valued.

Retail Business Services is an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law. We provide reasonable accommodations to applicants and employees with disabilities. As important as what we do is how we do it. Our team embodies our values of Courage, Care, Teamwork, Integrity and Humor in everything that they do. We have a culture of care that values and celebrates the qualities and perspectives that make us all unique.

If you have a disability and require assistance in the application process, please contact our Talent Acquisition Department at tad@retailbusinessservices.com.

For more information, visit https://www.retailbusinessservices.com.