Admin I 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, providing direct assistance to store personnel and customers to ensure service levels are met. Enhances customer loyalty through engagement via phone and email, addressing concerns 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 forms.
- Document, resolve, or escalate customer and store-reported problems, recording accurate contact information and problem details in the appropriate application.
- Ensure critical details such as call content, notifications, error messages, problem classification, and severity are captured for resolution.
- Provide first-point-of-contact resolution when possible; escalate unsolved issues as needed.
- Analyze situations, gather data, and apply logical problem-solving techniques to troubleshoot and resolve complex issues.
- 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 status to resolution using the appropriate application.
- Escalate high-priority or complex problems to coworkers, support groups, or vendors, following proper notification and escalation procedures.
- Update business users and customers throughout the resolution process.
Requirements
- High school diploma or equivalent.
- Up to 2 years of relevant experience.
- Excellent writing, grammar, and computer skills.
- Demonstrated empathy and responsiveness to customer concerns.
- Must be currently authorized to work in the United States on a full-time basis.
- Must live within operating states or be within commuting distance of an office (Salisbury, NC; Carlisle, PA; Hyattsville, MD; Quincy, MA; Mauldin, SC; or Scarborough, ME) for periodic onsite attendance.
Schedule
Full-time, 40 hours per week, scheduled from 1:30 PM – 10:00 PM, 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 qualifications, experience, internal equity, and market conditions. Final decisions will align with company policies and applicable laws.
Benefits
Ahold Delhaize USA offers a welcoming work environment focused on collaboration, curiosity, and continuous learning. Associates are empowered to grow personally and professionally while contributing to the success of leading grocery brands. The company values courage, care, teamwork, integrity, and humor, fostering a culture where growth and business success are equally prioritized.