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 role provides direct support to store personnel and customers to ensure service levels are met, enhancing customer loyalty through engagement via phone and email. This position supports inquiries related to Technology, Merchandising, Store Maintenance, Operations, Order Add/Cuts, online orders, digital offers, and loyalty programs.
Responsibilities
- Support inbound customer inquiries via phone, email, surveys, and Contact Us forms.
- Document, resolve, and/or escalate problems reported by customers and stores, accurately recording contact information and problem details in the appropriate application.
- Ensure call content, notifications, error messages, problem classification, and severity are properly logged for review and resolution.
- Provide first-point-of-contact resolution when possible; escalate unsolved issues as needed.
- Gather and analyze data to troubleshoot and resolve complex problems using logical problem-solving skills.
- Identify urgent or severe issues for immediate escalation, as well as trends that may negatively impact the company.
- Take ownership of all calls and cases/tickets, tracking them 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
- Up to 2 years of relevant experience.
- High school diploma or equivalent.
- Demonstrated excellent writing, grammar, and computer skills.
- Demonstrated empathy and responsiveness to customers' concerns.
- Must be currently authorized to work in the United States on a full-time basis.
- This is a remote role, but 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 offered may vary based on qualifications, experience, internal equity, and market conditions. Final compensation decisions are made in accordance with company policies and applicable laws.