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, offering clear information or direction to address concerns. Supports store personnel and customers on 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, and/or escalate problems reported by customers and stores, accurately recording contact information, problem descriptions, and classifications in the appropriate application.
• 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 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

• Up to 2 years of relevant experience.
• High school diploma or equivalent.
• 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.
• 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.