Customer Support Representative - Customer Care

Position ID#
85562
# Positions
1
PA
Mechanicsburg
Category
Corporate - Store Operations

Job Description

Customer Support Representative

 

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.

Experience / Requirements

Other Skills, Abilities, and/or Training

 

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 and willingness to move with purpose and a strong sense of urgency as business channel needs change throughout the day.
  • Ability to communicate effectively in both verbal and written form.
  • Ability to think independently in order to research and resolve complex situations with limited supervision. Ability to work weekends on a regular basis.
  • Ability to preserve confidentiality of information. Accuracy and attention to detail.

 

  • Ability to organize and prioritize a variety of tasks/projects.
  • Ability to work within strict time frames and resolute deadlines. Typing speed of forty (40) WPM.
  • 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.
  • Familiarity with industry/technical terms and processes. Ten-key punch speed of four-thousand (4,000) SPH. Ability to read, write, and/or speak Spanish, Russian, Middle Eastern, and Asian dialects.

Education

High school diploma or general education degree (GED), plus six (6) months' experience in a customer service or retail call center environment; or equivalent combination of education and experience


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