JOB SUMMARY
The Customer Care Specialist serves as a critical brand ambassador and the primary digital point of contact for our customers. This role is designed for a high-energy, tech-savvy communicator who can navigate a fast-paced "omnichannel" environment—transforming potentially negative experiences into positive outcomes through empathy and resourcefulness.
Schedule & Availability
Part-Time Commitment: 20–25 hours per week.
Operational Window: Shifts scheduled between 8 am and 8 pm, Monday through Sunday.
Preferred Availability: The ideal candidate is available 3 pm – 8 pm on weekdays and for full 8-hour shifts on weekends.
Role Overview
Brand Ambassadorship: Act as the "voice of the company," providing professional and expedient responses that uphold high customer service standards across all communication channels.
Inquiry Management: Handle a diverse range of interactions, from simple, routine questions to moderately complex complaints regarding products, store systems, or personnel.
Cross-Functional Collaboration: Work alongside store teams and support center teammates of all levels to resolve issues and share customer feedback with leadership.
Digital & Technical Focus
Omnichannel Communication: Manage a high volume of daily interactions via VoIP phone systems, professional email ticketing, and social media platforms.
Multi-Platform Navigation: Simultaneously operate multiple software tools, including Zendesk, Google Suite, and internal loyalty program databases.
Technical Troubleshooting: Provide first-level support for customers navigating the Schnucks Rewards mobile app and other digital health and wellness initiatives.
ESSENTIAL JOB RESPONSIBILITIES
High-Volume Interaction Management: Manage a significant daily volume of routine to moderately complex phone calls and digital inquiries; sharing information, clarifying policies, and fulfilling requests.
Complaint Investigation: Identify, assess, and investigate complaints received via email or phone; coordinating with internal departments to recommend actions or make independent decisions for rapid resolution.
Technical Loyalty Support: Serve as the primary contact for Schnucks Rewards questions, providing technical assistance for account access, point corrections, and profile updates.
Digital Health Initiative Support: Guide customers through the Schnucks Rewards application specifically for Health and Wellness initiatives (e.g., Nutriconnect Trial and Steps Challenge).
Data Integrity & Documentation: Accurately record and categorize all customer interactions using CRM software (Zendesk) to ensure data quality for the Survey Insights team.
Escalation Handling: Efficiently resolve standard issues while identifying and escalating highly complex or sensitive cases to the Customer Care Lead as necessary.
Feedback Integration: Contact customers regarding negative NPS scores to gather detailed feedback, reporting results to improve the overall customer experience.
Event Participation: Attend in-person store marketing events to provide face-to-face technical and customer support.
Program Maintenance: Assist in the rollout, implementation, and maintenance of new customer-facing digital programs and platforms.
MINIMUM REQUIREMENTS
Education: High school education required; Associate’s Degree/Junior College preferred.
Experience: 3 to 5 years of customer service experience.
Typing Proficiency: Minimum 45 words per minute.
Technical Setup: Must have a private, quiet workspace and high-speed internet compatible with VPN and VoIP software.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
Software Knowledge: Proficiency in Google Suite (Gmail, Sheets, Docs) and familiarity with Zendesk or similar CRM ticketing systems.
Digital Literacy: Ability to troubleshoot basic mobile app issues and guide users through digital interfaces.
Communication: Excellent verbal and written communication skills with the ability to maintain a calm, empathetic, and professional tone under pressure.
Resourcefulness: A self-starter attitude with the ability to search internal databases and knowledge bases to find solutions independently.
WORK ENVIRONMENT & PHYSICAL REQUIREMENTS
Remote-First Structure: Operate in a mostly remote capacity, requiring a dedicated, quiet home office with reliable high-speed internet.
Physical Demands:
Primarily Sitting: Maintain focus and productivity during extended periods of sedentary work at a computer terminal.
Mobility: Ability to engage in walking and standing for several hours during on-site events.
Lifting: Ability to lift and transport up to 25 lbs of equipment or event materials.
Travel Commitment: Maintain a 0–25% travel flexibility to attend in-person store marketing events, team meetings, or training sessions at the Store Support Center.
Additional Requirements – Internal Candidates:
Schnucks is an Equal Opportunity Employer.