Admin Customer Care Representative

ent 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 and Responsiblities:

• Support inbound customer inquiries

• Support email/survey/Contact Us customer inquiries

• Work with customers and stores to document, resolve and/or escalate problems being reported. As part of the process, accurately 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 if possible. Escalate unsolved issues as needed.

• Gather data during the problem solving process, analyze the situations, and provide solutions.

• Utilize logical problem-solving skills and techniques to troubleshoot and resolve complex problems reported by stores and customers.

• 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

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.

Job Requisition: 424376_external_USA-MD-Hyattsville