Admin II Ecomm Customer Care Representative

Category/Area of Expertise: Call Centers
Job Requisition: 419306
Address: USA-PA-Carlisle-1149 Harrisburg Pike
Store Code: Contact Centers (5116870)

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

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.

Duties:

• 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.

Qualifications:

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

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At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent. Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies.

We offer an experience where our associates are valued; Diversity, Equity, Inclusion and Belonging are infused in our business and our employees are representative of the communities that we serve. We believe in total wellness, which encompasses a blend of physical, financial and emotional wellness.

We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business.