What are the responsibilities and job description for the Temporary Customer Service Specialist position at Winco Foods?
About Us
Join us at WinCo Foods, where we're more than just a grocery retailer - we're a growing family of over 140 supermarkets in 10 states with over 22,000 employee owners. Our purpose is to make the lives of our customers and employee owners better by offering the lowest possible prices to feed their families. Currently, WinCo is the second largest Employee-Owned company in the United States. With more than 500 millionaire employee-owners in our Employee Stock Ownership Plan (ESOP). Our benefits, including top-tier medical plans and tuition support set us apart. In your role, you'll be instrumental in making a real impact in the communities we serve, embodying our purpose every day.
Overview
Job Summary
Serve as the Company's first point of contact for customer inquiries, requests, complaints and comments received at, or escalated to, the corporate level. Work with department and company leadership to develop and maintain guidelines, communication standards, reference guides and related systems. Provide customer service through varied technology and means of communication. Ensure quality, timely and satisfactory resolution to concerns and inquiries. Acts as a subject-matter expert for customers as it relates to policies, features and technologies. Consistently provides friendly and engaging customer service to internal and external customers. Perform related work.
Typical Duties and Responsibilities
- Deliver friendly and engaging customer service to internal and external customers by telephone, email, and in person. Model friendly, enthusiastic customer service with an emphasis of taking care of the customer.
- Respond to customer questions, concerns, inquiries and comments ensuring appropriate resolution; providing exceptional customer service during all internal and external communications in a courteous, professional, effective and timely manner.
- Research details, validity and circumstances surrounding any actionable concern, from initial point to conclusion.
- Review, research and resolve a large volume of cases of varying topics and complexity.
- Accurately prioritize active, pending and incoming cases by topic, priority and urgency.
- Follow strict guidelines of confidentiality and recordkeeping related to matters, topics and conversations of a legal, protected, sensitive and / or confidential nature.
- Act as a subject-matter expert for policies, changes, features and technologies that have an impact on the public. Assist in developing communication strategies to address concerns that affect our consumers. Deploy strategies while addressing customer inquiries and reporting findings, trends and overall perception by the public.
- Develop and maintain department guidelines, communication standards and reference guides by collecting information, conducting research and / or gathering information from various departments.
- Maintain and manage internal systems, applications and databases, such as the department's knowledge base and ticketing system - ensuring all functions and content are correct, current and available for use by the appropriate personnel.
- Capture and accurately log every actionable case that requires routing, research, archiving, escalation and / or resolution.
- Create, distribute and present reports on a regular basis and as requested covering key metrics, topics and / or geography.
- Provide company leadership with timely and actionable summaries of company-wide, regional and / or localized trends, focusing on areas of concern and areas of opportunity.
- Work with department and leadership to develop, maintain and improve customer service standards and communication procedures.
- Perform other duties as assigned.
Requirements
Education :
Experience :
Ability to :
Machines and Equipment Operated :
Preferred Education, Experience and / or Credentials :
The above statements are intended to describe the general nature of work performed by the employees assigned to this job. All employees must comply with Company policies and applicable laws. The responsibilities, duties and qualifications required of personnel may vary.
EEO / Inclusivity
As WinCo Foods continues to grow, our diversity-from our variety of perspectives and wide range of experiences-is essential to our strategy and success. We are committed to continue to cultivate and celebrate an inclusive environment in which all employees are valued and respected regardless of their race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
