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. The Admin I provides direct support 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, Order call Block Polling, online orders, digital offers, and loyalty programs.

Responsibilities

• Support inbound customer inquiries via phone, email, surveys, and Contact Us forms.
• Document, resolve, or escalate problems reported by customers and stores, accurately recording contact information, problem descriptions, and classifications in the appropriate application.
• Provide resolution at the first point of contact 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 status to resolution.
• Escalate complex or high-priority problems to appropriate coworkers, support groups, or vendors, ensuring proper notification and updates to business users and customers.

Requirements

• Demonstrate excellent writing, grammar, and computer skills.
• Demonstrate 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.
• This is a remote role, but candidates 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

• Maine, North Carolina, Pennsylvania, South Carolina: $19.00 – $28.50 per hour.
• Illinois, Massachusetts, Maryland, New York: $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, with opportunities to learn, develop, and deliver at all levels. The company values courage, care, teamwork, integrity, and humor, fostering a culture where personal and professional growth are prioritized alongside business growth.