What are the responsibilities and job description for the Customer Support Specialist position at Chick-fil-A, Inc.?
Overview:
The Customer Support Advocate II role provides escalated support to frontline customer advocates (who are the first line of support for Chick-fil-A customers). This role aims to increase First Level Resolution by continuously improving knowledge, process, and skills of the frontline teams. They give real-time support to frontline teams either in person or via digital communication channels, by providing technical documentation and knowledge, answering questions and receiving escalated cases after the Agent I has exhausted their options. They also partner with Agent IIIs and Subject Matter Experts to solve escalated issues, continually improve processes, and grow their own knowledge and skillset.
The ideal candidate is a problem solver that can be a strong teammate for our frontline customer advocates. Candidates will be eager to exceed expectations by using active listening skills, demonstrating empathy and advocacy, diagnosing, and fully resolving issues, managing cases efficiently, using positive language, and having passion for doing the right thing.
As our customers’ second point of contact, you are the friendly voice of Chick-fil-A, providing outstanding Customer service, troubleshooting, and technical support. We’ll rely on you to listen to our Customers and use your technical knowledge, creativity, and passion to meet their needs — and remind them that "My Pleasure" is not just an expression, behind that expression we have amazing people. Because we believe our individual backgrounds, perspectives, and passions will help us be the World's Most Caring Company. You'll be trained to reach your highest potential.
Our Flexible Future model offers a healthy mix of working in person and remotely, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.
Responsibilities:
Every single day our Restaurants serve amazing food and provide an incredible Customer Experience, however things not always go 100% as expected. In those moments that matter, when our Customer's need support you will be there to serve them. This is an incredible opportunity to do significant work by providing extraordinary support in the unique Chick-fil-A way, and our founder Truett Cathy said it best: "In the food business, it only takes one mistake, one rude Team Member or one bad sandwich to lose a customer. Do things right each time, making sure customers get what they expect, and sometimes more." Your role will be to resolve and delight our Customers, to ensure we win their hearts every day. You will have an incredible impact on everyone you come in contact with and you will represent our Chick-fil-A brand with every Customer and Agent interaction.
The Customer Support Advocate II role provides escalated support to frontline customer advocates (who are the first line of support for Chick-fil-A customers). This role aims to increase First Level Resolution by continuously improving knowledge, process, and skills of the frontline teams. They give real-time support to frontline teams either in person or via digital communication channels, by providing technical documentation and knowledge, answering questions and receiving escalated cases after the Agent I has exhausted their options. They also partner with Agent IIIs and Subject Matter Experts to solve escalated issues, continually improve processes, and grow their own knowledge and skillset.
The ideal candidate is a problem solver that can be a strong teammate for our frontline customer advocates. Candidates will be eager to exceed expectations by using active listening skills, demonstrating empathy and advocacy, diagnosing, and fully resolving issues, managing cases efficiently, using positive language, and having passion for doing the right thing.
As our customers’ second point of contact, you are the friendly voice of Chick-fil-A, providing outstanding Customer service, troubleshooting, and technical support. We’ll rely on you to listen to our Customers and use your technical knowledge, creativity, and passion to meet their needs — and remind them that "My Pleasure" is not just an expression, behind that expression we have amazing people. Because we believe our individual backgrounds, perspectives, and passions will help us be the World's Most Caring Company. You'll be trained to reach your highest potential.
Our Flexible Future model offers a healthy mix of working in person and remotely, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.
- Receive transferred calls and assigned cases from frontline customer advocates
- Receive phone calls directly from customers during high call volume periods
- Create and escalate major cases to the appropriate 3rd level support team for issues that are not resolved
- Resolves inquiries (technical or non-technical in nature) via phone, online, or other support channels.
- Identify and communicate noticeable trends in ticket types, repeat issues, and more.
- Assist in special projects and perform additional assignments as directed
- Coach and develop agents in real time
- Leverage our Customer Support Management system to open cases for Customers, research answers, resolve issues and questions, and document case notes as needed.
- Use Customer Service competencies to actively listen, effectively communicate, solve problems, show empathy, and work efficiently in different systems and support channels.
- Continuously learn and practice customer service skills
- Follows standard operating procedures is empowered to use sound business judgement to determine when exceptions need to be made
- Ability to effectively tailor communication style to differing audiences.
- Manages own workload independently and efficiently.
- Quickly learns a wide variety of topics and new initiatives to provide Customers with the latest and relevant solutions to their inquiries.
- Problem solves and troubleshoots a variety of issues, using technology and a myriad of Customer Support systems.
- Researches and grasps technical and on technical information across multiple tools while talking to Customers
- Acquires new skills in technical troubleshooting as necessary
- Shares expertise with others as necessary
- Maintains relevant Knowledge Centered Services training and certification
- Uses knowledge to resolve customer issues and questions, ensuring accuracy and quality of information
- Leverages Quality Assurance feedback for personal and professional development
- Reviews KPIs as necessary to ensure role performance is adequate and implements improvements as necessary
- Associates degree
- Working knowledge of Microsoft Office
- Ability to work independently with minimal supervision
- Must be able to type at least 45 wpm
- Passion for customer service and ownership of the customer experience until full resolution
- Analytical skills and problem-solving
- Accountability
- Building strong relationships and motivating others
- Works well under pressure and able to multi-task
- Outstanding verbal and written communication skills
- Attention to details and good documentation skills
- Good interpersonal skills
- Available to attend 8 weeks of training on a fixed schedule
- Flexibility to work between hours of 8:00 A.M. to 11:00 P.M. EST
- Successful completion of initial training
- Dependable work schedule
- Bachelor's Degree
- 1-3 years Help Desk/Call Center experience
- Fluent in English and Spanish
- 1 year or more of experience in escalated customer support
- Customer service experience
- Hospitality and/or Chick-fil-A restaurant experience, a plus
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