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Job Details

Administrator I Consumer Relations

Salisbury, NC

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Retail Business Services, LLC is an independent Ahold Delhaize company and supports the local brands of Ahold USA and Delhaize America, including:
Food Lion, Giant Landover, Giant Carlisle, Hannaford, Martin’s, Peapod and Stop & Shop.

Position Title: Administrator I Consumer Relations
Position Location: Salisbury, NC

Position Summary: Responsible to support inbound phone calls, e-mail inquiries for the retail banners and DZA brand customers. Resolves items such as: basic research of customer issues, inquiries and complaints from customers

Principle Duties and Responsibilities:

-Maintain favorable customer image through providing friendly, courteous customer service in an efficient and productive work place. Seek to act on feedback from Quality Assurance while achieving consistent high call, email and correspondence scores.

-Maintain phone coverage to meet the needs of the customers through the following actions:
• Dependable attendance
• Schedule adherence while in the call center
• Achievement of optimal call transaction time
• Minimization of unscheduled break time
• Call management to maximize customer support, minimize hold time for inbound calls

-Assist with communications within the contact center and the company, especially in working with other departments to resolve customer issues.

-Maintain proper knowledge of procedures for customer service under all banners. Maintain proper knowledge of all store policies. Ensure compliance with corporate directives, established policies and operational procedures.

-Document and report all customer issues including praise, concerns, suggestions and accidents in accordance with established procedures. Effectively and confidentially work with customer information. Follow, update, maintain and respond to cases in Power Center. Respond by phone, letter or e-mail to customers as their issues require. Maintain and update customer information.

-Conducts outbound and inbound consumer surveys for the purpose of gaining insight into customer needs, organizational opportunity, or as a means to communicate specifics about product or services offered to the retail banner customers. Ensures feedback is accurate and that any compliments or comments are communicated to the contact center leadership for action or recognition.

-Intranet access includes Lion Shop n’ Share, Standard Practices, Procedures and Policies, and Operations information. Use the internet for all banners to assist customers and look up area sales. Use multiple support platforms to support troubleshooting, updates and relay information to customers.

-Assist the supervisors and/or manager with special projects as needed. Contribute suggestions for process improvement and assist with implementation, seeking to reduce costs and enhance revenue, and improve team productivity and customer satisfaction.

-Proactively seek self-development through participation in company training courses, department meetings, and formal career pathing.

Work Hours : 10:00 am-7:00 pm

Sat : Rotation, 4 hrs (1-2 per month)

OT Eligible
Basic Qualifications:
High school diploma or equivalent; 1 year customer service experience; proficient in English, grammar and proofreading; 1 year computer experience.

Skills and Abilities:
Ability to analyze situations, identify problems and implement solutions. Excellent oral and written communication skills. Ability to meet productivity standards established by leadership. Ability to use a computer and navigate various applications in a Windows environment. Flexible and adaptable to a changing environment. Call center experience preferred.

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