Salary: $15.66- $22.80
The Shopper Experience Representative (SER) is responsible for providing world-class customer service in a dynamic customer communication center environment. This role involves handling customer inquiries, resolving issues, and delivering seamless support for a variety of consumer-facing services, including loyalty programs, online shopping, digital coupons, and special-order requests.
The SER will collaborate with the Consumer Services Coordinator and Manager to ensure that each customer interaction reflects our commitment to customer satisfaction, building lasting relationships, and fostering long-term loyalty with shoppers of our nearly 300 Market 32, Price Chopper, and Tops Friendly Markets retail locations across the Northeast.
The Consumer Services team is part of the Northeast Shared Services Consumer Marketing and Analytics business unit, and plays a key role in representing the voice of the customer in broader marketing and communications decisions.
Deliver world-class support to our customers, stores, and fuel stations, ensuring timely and accurate communications in line with the company’s customer service standards. Communication channels include but are not limited to phone, email, live chat, physical mail, and social media.
Provide direct assistance (technical and otherwise) with all customer-facing tools and resources, including but not limited to website, online account and profile maintenance, online shopping orders (pickup and delivery), e-catering, digital coupons, loyalty programs, marketing offers, gift card orders, and special-order requests. Escalate issues to the Consumer Services Coordinator or Manager when necessary.
Serve as a brand ambassador through the delivery of courteous and professional communication that aligns with brand voice and corporate messaging initiatives across all platforms. Adhere to approved talking points to ensure customers receive consistent and accurate information.
Accurately document customer interactions in customer databases and maintain up-to-date records, contributing to ongoing improvements in data quality and customer insights.
Be an advocate for our customers by taking ownership of assigned cases and finding quick, accurate resolutions to questions or concerns. Conduct independent research to assist customers (e.g. call stores on customer’s behalf, contact internal subject matter experts, dig into issues) when necessary. Communicate any barriers to customer resolution to department management.
Create, maintain and update records in customer databases and loyalty card systems to reflect revisions resulting from name and address changes, new residents, new stores, and new marketing initiatives to ensure accuracy in targeted programs and related applications which are dependent on accurate customer identification and data collection.
Stay informed on product recalls, store promotions, and other business updates to ensure customers are provided with current and accurate information.
Adhere to all relevant data privacy laws and corporate policies when handling customer information and fulfilling data requests.
Standing Occasional 1-3 Hours
Sitting Frequent 3-5 Hours
Grasping/Finger Movement & Dexterity- Left/Right Hands Constant 5-8 Hours
Bending Occasional 1-3 Hours
Pivoting Occasional 1-3 Hours
Squatting/Kneeling Occasional 1-3 Hours
Twisting Occasional 1-3 Hours
Walking Occasional 1-3 Hours
Lifting Occasional 1-3 Hours up to 10lbs
Our Company does not discriminate against individuals on the basis of race, color, national origin, religion, sex, affection or sexual orientation, disability, age, marital status, liability for military service, status as a veteran, gender identity or expression, genetic information, pregnancy, and any other characteristic protected by applicable federal, state, or local laws.
Should your hours and availability better fit the needs of another store or desired shift, we may consider your application for another location or shift.
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