Customer Care Specialist

Responsible for serving as subject matter expert on assigned areas of Customer Care support for phone, email, social care and other customer-facing channels. Creates SOPs, knowledge base articles and training to support the contact center partner in answering customer queries in an accurate and timely manner. Monitors customer inquiry trends and patterns to identify areas of concern for the company, marketing, stores and regions.

Responsibilities:

• Manages the Customer Care program for assigned topic areas, providing a high level of support on escalated issues.
• Partners with cross-functional Team Members across store, region, and other relevant groups, to ensure effective understanding and response to customer inquiries and concerns.
• Manages the Customer Care SOPs and concession policy for assigned program areas.
• Creates the supporting training materials, job aids, knowledge articles and email template for use by Tier 1 and Tier 2 contact center agents.
• Updates customer care leadership and business partners on key metrics concerning customer care for assigned program areas.
• Identifies trends and risks in assigned care program area.
• Ensures standard methods and templates are adapted and applied in an efficient and effective manner.
• Manages program launches for assigned program areas.
• Manages assigned vendor partner relationships to ensure quality and productivity KPIs are consistently met or exceeded.
• Recommends process or workflow improvements to team leadership based on agent CSAT feedback and quality evaluations.
• Manages purchasing estimates and commitments for assigned program area.
• Participates in on-call rotation; responds to alerts and system issues.

Skills:

• Strong experience using CRM technologies or social media management tools to create efficiencies and improve the customer experience.
• Demonstrates expert-level knowledge of assigned program area.
• Advanced proficiency to analyze data for trends and synthesize into recommendations for training or process improvements.
• Solid proficiency in developing / implementing customer retention offerings to enhance customer experience.
• Advanced experience creating training presentations, knowledge base articles and email templates.
• Uses innovative solutions to enhance personal work and, where applicable, the work of the team.
• Recognizes when ideas are not working and takes steps to improve.
• Advanced communication skills, including written, verbal, and listening.
• Conveys a sense of calm concern and is able to focus in high-pressure situations.
• Clearly presents ideas and work results to the team.
• Able to communicate technical information effectively to non- technical audiences and stakeholders.
• Demonstrates superior customer service skills.
• Impacts the quality of own work and that of the team.
• Participates as an active Team Member on functional projects or initiatives.
• Seeks advice and guidance when addressing complex or unusual situations.
• Maintains positive working relationships with supported functional stakeholders and third-party service provider representatives, proactively engaging to understand objectives and issues.
• Applies basic research, information gathering and analytical skills to:
  • Select appropriate alternatives from defined options
  • Collect required documentation and verify conformance with standards,
  • Assess accuracy of detailed information.
  • Handles detailed, structured problems; identifying roadblocks to task completion.

• Exercises good judgment within defined procedures and practices to determine appropriate action.
• Understands company, business unit, and/or project strategy, goals, and objectives.
• Able to identify alignment / misalignment of team project goals with larger organizational strategy, goals, and objectives.
• Understands the WFM product mix, supply base, and retail operations.

Education & Experience:

• BA/BS degree and 2-4years' relevant experience OR equivalent combination of education and relevant experience.

The wage range for this position is $60,021.00-$102,036.00 Annual, commensurate with experience. Whole Foods Market offers "Whole Benefits". Whole Benefits offers a wide range of benefits for Full and Part-Time Team Members, including eligibility for a store discount, paid time off, financial wellness, health & wellness support programs, and access to other Team Member perks. Eligibility for Whole Benefits is determined under the terms of the applicable Whole Benefits plan at a person's date of hire and may vary based on work location, length of service, and job type (such as regular or seasonal). Click here for benefit details.

At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.

Whole Foods Market works with job sites like Indeed, LinkedIn, and ZipRecruiter to promote opportunities at our company. Please be aware that other career sites may not be accurate or up to date and may even be fraudulent. We encourage and recommend all candidates to apply via our site.