Senior Customer Care Specialist

About the role

The Senior Customer Care Specialist works to ensure the top level of service to customers by supporting the Customer Care team in daily task monitoring and completion, escalations, team volume, risk analysis, and feedback driving and producing documentation/training. The role is key to balancing the needs of the team, daily volumes, and customer expectations on a day-to-day basis.

Responsibilities

• Serve as the first point of contact for agents with questions and escalations and first point of contact for customer escalated calls.
• Monitor and respond to team’s chat and escalation line(s) and document reasons and resolutions for feedback to Team Lead/Supervisor to help drive ongoing training, both team and individual.
• Monitor and proactively recommend changes based upon current and historical inbound volumes and information trends via all channels (phone, email/case, SMS).
• Work directly with Team Lead on creation of all training documents and modules for new hires and current employees including maintenance of Knowledgebase in Salesforce and/or Teams as applicable.
• Work cross-functionally between internal departments (Sales, Transportation, Warehouse, etc.) to ensure customer needs are met and the team has the best information and tools to do their job driving continuous improvement within the team.
• When needed by Supervisor, be present in meetings and relay pertinent information back to the team to implement or help facilitate training when needed as a subject matter expert.
• Key internal and external contact for Shamrock systems onboarding and maintenance.
• Participate as needed in leading team meetings, bi-weekly educational meetings, and/or agent monthly scorecards providing feedback.
• Assist in completion of call monitoring.
• Back up on order entry and inbound volumes from internal/external customers direct or by phone, email or SMS as needed.
• Rotation of duties can vary daily/weekly, to include email communications, Inbox Management, internal and/or external customer transactions and requests.
• Research and resolve customer delivery issues via phone, email, and SMS.
• Regular and reliable attendance.
• Other duties may be assigned.

Qualifications

• High school diploma or General education degree (GED)
• 3+ years’ experience in Customer Operations demonstrating the ability to effectively multi-task, handle complex issues, assist in leading people and projects, and operate independently with minimal supervision.
• Must have excellent written and verbal communication skills.
• Proficient in Microsoft Office suite; Word, Excel, and Outlook.
• Must be flexible and willing to work the demands of the department which are subject to weekends, and holidays.

About the company

At Shamrock Foods Company, people come first – our associates, our customers, and the families we serve across the nation. A privately held, family-owned and -operated Forbes 500 company, Shamrock is an innovator in the food industry and has been since being founded in Arizona in 1922.

Our Mission: At Shamrock Foods Company, we live by our founding family’s motto to “treat associates like family and customers like friends.”

Benefits

Benefits are a major part of your overall compensation, and we believe offering them at an affordable cost is not only the right thing to do, but it helps keep you and your family healthy. That’s why Shamrock Foods pays for the majority of your health insurance, allowing you to take home more of your paycheck. And it doesn’t stop there - our associates also enjoy additional benefits such as 401(k) Savings Plan, Profit Sharing, Paid Time Off, as well as our incredible growth opportunities, continued education, wellness programs.