Customer Support Agent I

Chick-fil-A

2.7

(13)

Atlanta, GA

Why you should apply for a job to Chick-fil-A:

  • 54% say women are treated fairly and equally to men
  • 58% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.

    #2024-16281

    Position summary

    online channel.

    The ideal candidate is a problem solver that can easily build rapport with Customers. Candidates will be eager to exceed Customer 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' first 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

    • Resolves Customer inquiries (those can be technical or non-technical in nature) via phone, online, or other support channels.

    • Leverages our Customer Support Management system to open case for Customer, research common answers, resolve issues and questions, and document case notes as needed.

    • Uses 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 and 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

    Minimum Qualifications

    • Earned an Associate's Degree or actively enrolled in undergraduate four-year degree (Bachelors) program

    • Experience supporting customers via phone, online, chat or in-person

    • Available to attend 8 weeks of training on a fixed schedule

    • Ability to work 8.5 hour shift that begins at 1:30PM EST Monday - Friday with a Saturday rotation

    • Successful completion of initial training

    • 90 day probationary period following training during which performance is periodically evaluated

    • Dependable for work schedule

    • Passion for customer service and ownership of the customer experience until full resolution, excellent emotional intelligence, excellent written and verbal communication skills

    • Ability to be resilient

    • Aptitude for acquiring new technical and non-technical skills

    • Ability to type at least 45 WPM

    Preferred Qualifications

    • Earned a Bachelor's Degree in business or other related fields

    • 0-2+ years Help Desk/Call Center experience

    • Customer Service experience

    • Hospitality and/or Chick-fil-A restaurant experience, a plus

    • Fluent in English and Spanish

    • KCS Certified

    Minimum Years of Experience

    0

    Travel Requirements

    10%

    Required Level of Education

    Associate's Degree

    Preferred Level of Education

    Bachelor's Degree

    Why you should apply for a job to Chick-fil-A:

  • 54% say women are treated fairly and equally to men
  • 58% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.