CUSTOMER ADVOCACY SPECIALIST

JOB DESCRIPTION

Act as an escalation point for resolving complex customer and internal issues. Interact with all levels within the company including the office of the company's Executive Level Officers. Provide support for store feedback/escalations, various programs and promotions, web services, social media applications, and product questions. Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion, and safety.

RESPONSIBILITIES

• Serve as a liaison between The Kroger Co. and customers to solve complex customer and internal issues
• Advocate for customers by providing high level, advanced customer service while demonstrating strong written and oral communication skills
• Resolve escalated issues or complaints directed at the executive level
• Interact with all levels of the company, including executive level officers via channels including phone and email
• Coordinate efforts with other leadership within stores, divisions, and other departments to resolve complaints/issues
• Escalate and partner with call center management to identify trends or one-off situations affecting our customers and develop resolutions to resolve continuing issues
• Complete and document contacts in the form of Service Tickets through resolution
• Provide training documentation and formal/informal training on subject matter of expertise to shared services training team; assist with development of other team members
• Perform select advanced level functions under the direction of contact center management.
• Lead projects assigned to the Customer Advocacy team
• Maintain established contact center performance metrics and quality standards
• Must be able to perform the essential functions of this position with or without reasonable accommodation

• High School Diploma/GED
• 4+ years of contact center environment experience
• 3+ years customer service experience
• Knowledge and understanding of contact center industry/terms and processes
• Able to work independently to solve issues using all available resources
• Ability to work changing shifts, weekends, and holidays
• Ability to collaborate with internal and external business partners
• Ability to exercise discretion and maintain a high degree of confidentiality when dealing with sensitive information regarding customers and employees
• Excellent oral communication and written skills to effectively relay information to customers and to all levels of the organization including Chief Executive Officer

• Escalated support experience in a high-volume contact center