Job Title: Customer Care Representative FLSA: Non-Exempt
Department: Customer Care Revision Date: 07/2016
This position would fill hours mainly on nights/weekends
Responds to customers, stores and vendors, assisting with all inquiries and vendor solicitations, routing them to the proper parties. Resolve customer queries via phone, email, mail, or social media.
Primary Duties and Responsibilities
Responds to e-mails received via hy-vee.com. Routes emails to the proper parties using techniques outlined in the department manual.
Answers and processes customer phone calls. Returns voicemail messages and follows up with stores to determine if appropriate action has been taken to address complaints.
Engages customer on Live Chat to answer inquiries and provide information.
Assists in monitoring social media activity and responds to comments on appropriate platforms.
Reports to work when scheduled and on time.
Secondary Duties and Responsibilities
Backs up consumer information representative on private label inquiries via the 800 line.
Performs other job-related duties and special projects as required.
Education and Experience
High school diploma or equivalent required; 3-5 years previous related work experience;
Customer service or retail experience preferred.
Visual requirements include: ability to see detail at near range with or without correction.
Must be physically able to perform sedentary work: occasionally lifting or carrying objects of no more than 10 pounds, and occasionally standing or walking.
Must be able to perform the following physical activities: stooping, kneeling, reaching, handling, grasping, feeling, talking, hearing, and repetitive motions.
Knowledge, Skills, Abilities and Worker Characteristics
Commitment to the Hy-Vee Mission and a willingness to promote the values of the company
Excellent verbal and written communication skills
Excellent interpersonal skills; ability to relate to and interact with people in a friendly, professional manner
Basic math skills
Ability to address, research and resolve problems quickly and independently
Ability to interact with basic computer systems, including word processing, spreadsheet and email applications, as well as job-specific programs
The duties of this position are performed in a general office setting. There is frequent pressure to complete tasks or requests quickly.
Equipment Used to Perform Job
Desktop or laptop computer, telephone, basic Office software and various Internet portals including Retalix and Spinternet.
Has daily contact with customers and the general public. Has contact with suppliers/vendors on a weekly basis.
In the course of researching may find personnel financial information, board actions, situations, law suits, terminations, etc. When answering e-mails from customers, read about problems (stores, directors, products, etc). Must be HIPAA certified.