#2024-16281
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