• Customer Service Representative II - Call Center

    Position ID#
    102110
    # Positions
    1
    State
    PA
    City
    Mechanicsburg
    Category
    Corporate - Store Operations
  • Job Description

    SUMMARY

     

    The primary purpose of this position is to build customer loyalty and customer retention by providing a differentiating service experience for all customer inquiries, concerns, and issues received from all Rite Aid’s customer contact channels. The incumbent is required to perform all tasks in a safe manner consistent with corporate policies and state and federal laws.

     

    ESSENTIAL DUTIES AND RESPONSIBILITIES

     

    The associate is responsible for the functions below, in addition to other duties as assigned:

     

    • Provide friendly, engaging experiences through verbal and written communication for every customer interaction striving for first contact resolution.
    • Maintain phone and web queue availability as required to meet service standards.
    • Multi-task between Rite Aid’s customer contact channels to field customer inquiries, concerns, or issues to ensure individual and department performance goals are achieved for all channels.
    • Research and resolve complex customer situations.
    • Enter summary notes into the customer record and, if necessary, forward data to the appropriate field or corporate management associate for resolution.
    • Verify customer records for accuracy and update as necessary.
    • Engage and educate customers on all Wellness+ loyalty programs, promotions and customer specific offers.
    • Perform follow-up tracking of forwarded customer inquiries to ensure that all requests are addressed.
    • Assist customers with Rite Aid’s web sites including online shopping and mobile applications.
    • Escalate customer issues to a higher-level Customer Support staff member when necessary.
    • Conduct telephone calls to customers to rate the quality of the resolution to their issues.
    • Collaborate with Rite Aid associates to help answer customer inquiries, resolve issues, or solve service related concerns.

    Typical Schedule: 11:30 am to 8:00 pm, Monday through Friday, with every third Saturday 9:30 am to 6:00 pm.

    Experience / Requirements

     

    Six (6) months' experience in a customer service or retail call center environment

     

    The following qualities are required:

    • Committed to providing customer service that makes both internal and external customers feel welcome, important, and appreciated. Ability to de-escalate service failure opportunities.
    • Ability to think independently in order to research and resolve complex situations with limited supervision.
    • Ability to work weekends on a regular basis.
    • Proficiency with the Microsoft® Office Suite (Word, Excel, PowerPoint, and Access).

    The following qualities are helpful:

    • Ability to work extended days on an occasional basis.
    • Ability to work day or evening hours.

    Education

    • High school diploma or general education degree (GED).
    • Equivalent experience in lieu of education is accepted.

    * The above information represents a summary of the functions and requirements of this position. Additional details are available on the full job description.


     

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