Customer Care Representative

Job Title: Customer Care Representative

Department: Customer Care

FLSA: Non-Exempt

General Function

Responds to customers, stores and vendors, assisting with all inquiries and vendor solicitations, routing them to the proper parties. Resolve customer queries via phone, email, mail, or social media.

Core Competencies

• Partnerships
• Growth mindset
• Results oriented
• Customer focused
• Professionalism

Reporting Relations:

Accountable and Reports to: Senior Vice President, Communications; Director, Customer Care; Customer Care Senior Supervisor(s)

Positions that Report to you: None

Primary Duties and Responsibilities

• Responds to e-mails received via hy-vee.com.
• Routes emails to the proper parties using techniques outlined in the department manual.
• Answers and processes customer phone calls.
• Returns voicemail messages and follows up with stores to determine if appropriate action has been taken to address complaints.
• Engages customer on Live Chat to answer inquiries and provide information.
• Assists in monitoring social media activity and responds to comments on appropriate platforms.
• Reports to work when scheduled and on time.

Secondary Duties and Responsibilities

• Backs up consumer information representative on private label inquiries via the 800 line.
• Performs other job-related duties and special projects as required.

Knowledge, Skills, Abilities and Worker Characteristics

• Commitment to the Hy-Vee Mission and a willingness to promote the values of the company
• Excellent verbal and written communication skills
• Excellent interpersonal skills; ability to relate to and interact with people in a friendly, professional manner
• Basic math skills
• Ability to address, research and resolve problems quickly and independently
• Ability to interact with basic computer systems, including word processing, spreadsheet and email applications, as well as job-specific programs

Education and Experience

• High school diploma or equivalent required; 3-5 years previous related work experience;
• Customer service or retail experience preferred.

Physical Requirements

• Visual requirements include: ability to see detail at near range with or without correction.
• Must be physically able to perform sedentary work: occasionally lifting or carrying objects of no more than 10 pounds, and occasionally standing or walking.
• Must be able to perform the following physical activities: stooping, kneeling, reaching, handling, grasping, feeling, talking, hearing, and repetitive motions.

Working Conditions

The duties of this position are performed in a general office setting. There is frequent pressure to complete tasks or requests quickly.

Equipment Used to Perform Job

Desktop or laptop computer, telephone, basic Office software and various Internet portals including Retalix and Spinternet.

Contacts

Has daily contact with customers and the general public. Has contact with suppliers/vendors on a weekly basis.

Confidentiality

In the course of researching may find personnel financial information, board actions, situations, law suits, terminations, etc. When answering e-mails from customers, read about problems (stores, directors, products, etc). Must be HIPAA certified, which can occur with Hy-Vee once the applicant is hired.

Are you ready to smile, apply today.