Admin Customer Care Representative
Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, supports five leading omnichannel grocery brands—Food Lion, Giant Food, The GIANT Company, Hannaford, and Stop & Shop—with services including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, and Technology.
About the role
Responsible for managing level 1 customer support. The Admin I will provide direct support to store personnel and customers to ensure service levels are met based on contact center hours. This role enhances customer loyalty through engagement via phone and email, providing clear information or direction to address concerns. Support areas include Technology, Merchandising, Store Maintenance, Operations, Order Add/Cuts, Order call Block Polling, online orders, digital offers, and loyalty programs.
Responsibilities
- Support inbound customer inquiries.
- Handle email, survey, and Contact Us customer inquiries.
- Work with customers and stores to document, resolve, or escalate reported problems, accurately recording contact information and problem descriptions in the appropriate application.
- Ensure call content, notifications, error messages, problem classification, and severity are properly logged for review and resolution.
- Provide resolution at the first point of contact when possible; escalate unsolved issues as needed.
- Gather and analyze data during problem-solving to provide solutions using logical troubleshooting techniques.
- Identify urgent or severe issues for immediate escalation and monitor trends that may negatively impact the company.
- Take ownership of all calls and cases/tickets, tracking contact status to resolution.
- Escalate complex or high-priority problems to appropriate coworkers, support groups, or vendors.
- Follow proper notification and escalation procedures to update business users and customers.
Requirements
- Demonstrate excellent writing, grammar, and computer skills.
- Show empathy and responsiveness to customers' concerns.
- Up to 2 years of relevant experience.
- High school diploma or equivalent.
- Must be currently authorized to work in the United States on a full-time basis.
- For remote role: candidates must live within operating states or be within commuting distance of an office (Carlisle, PA; Hyattsville, MD; Quincy, MA) for periodic onsite attendance.
Schedule
Full-time, 40 hours per week, scheduled from 10:00 PM to 7:00 AM, including one weekend day. Schedule may occasionally vary based on business needs.
Pay
- ME/NC/PA/SC: $19.00 - $28.50 per hour.
- IL/MA/MD/NY: $21.85 - $32.77 per hour.
Actual compensation may vary based on unique qualifications, experience, internal equity, and market conditions. Final decisions will align with company policies and applicable laws.