Admin II Customer Care Representative

Category/Area of Expertise: Call Centers
Job Requisition: 470144
Address: USA-NC-Salisbury-2085 Harrison Road
Store Code: Contact Centers (5117060)

A great career opportunity

Ahold Delhaize USA, a division of Netherlands-based Ahold Delhaize, is the parent company for Ahold Delhaize's U.S. companies, including its local brands, Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop, and the U.S. services companies, Retail Business Services, Peapod Digital Labs and ADUSA Supply Chain. When considered together, the local brands of Ahold Delhaize USA comprise the largest grocery retail group on the East Coast and the fourth largest grocery retail group in the nation, operating more than 2,000 stores and distribution centers across more than 20 states and serving millions of customers each week through a uniquely local omnichannel experience. The Ahold Delhaize USA company team includes just over 100 associates across all East Coast office locations.

Primary Purpose:

Responsible to manage level 2 customer support and escalations The Admin II 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.

• Support inbound customer calls as necessary (75% work time dedicated to direct/indirect customer support)
• Support Admin I with escalated inbound customer calls
• Support Admin I with escalated case research
• Provide daily on-the-fly training with admins as the need arises
• 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.
• Provide appropriate resolution at the first point of contact
• Gather data during the problem solving process, analyze the situations, and provide solutions.
• 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.

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