**Job Title:** Contact Center Specialist
**Company:** Supervalu
**Location:** Washington, D.C., US
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience Required:** 2
**Job Description:**
Supervalu is seeking a dedicated and confident Contact Center Specialist to join our team in Washington, D.C. As a vital member of our customer service department, the Contact Center Specialist will be responsible for providing exceptional service to our valued clients and assisting in resolving their inquiries. If you are a motivated individual with a passion for customer support and a talent for people management, we encourage you to apply.
**Key Responsibilities:**
1. **Customer Support:**
- Handle incoming customer inquiries via telephone, email, and chat in a courteous and professional manner.
- Exhibit expert knowledge of our products and services to assist customers effectively in resolving their issues or concerns.
2. **Communications:**
- Deliver clear, concise, and accurate information regarding company policies, product details, and service-related matters.
- Document customer interactions and feedback in our customer relationship management system to help track and resolve ongoing issues.
3. **Problem-Solving:**
- Identify and address customer concerns promptly, escalating complex issues to appropriate departments if necessary.
- Develop creative solutions to customer problems while adhering to company policies.
4. **Performance Metrics:**
- Meet and strive to exceed performance goals (e.g., call handling time, customer satisfaction scores, and resolution rates).
- Assist in compiling performance reports to analyze customer interaction trends and identify improvement areas.
5. **Training and Development:**
- Participate in regular training sessions to stay updated on product and service knowledge as well as enhance customer interaction skills.
- Mentor and support new team members, sharing best practices and insights to foster a collaborative and supportive environment.
6. **Team Collaboration:**
- Work closely with team members and other departments to enhance customer experience and streamline communication processes.
- Foster a positive team culture by encouraging a proactive approach to problem-solving and sharing successes.
7. **Administration:**
- Perform administrative tasks related to customer service, including maintaining records and updating customer information as needed.
- Assist with projects, campaigns, and customer feedback initiatives as directed.
**Requirements:**
- **Education:** High school diploma or equivalent; additional relevant education or certifications are a plus.
- **Experience:** A minimum of 2 years in a customer service or contact center environment, preferably in retail or related industries.
- **Personality Traits:**
- Confident: Ability to convey assurance and professionalism when assisting customers.
- Dedicated: A commitment to providing the highest level of customer service and a passion for continuous improvement.
- **Soft Skills:**
- Excellent presentation skills with the ability to communicate clearly and effectively.
- Strong people management skills, enabling the specialist to interact successfully with various customer personalities.
**Benefits:**
- Free food and snacks available in the workplace.
- Disability insurance for unexpected health challenges.
- Signing bonus upon successful completion of training.
**Working Environment:**
At Supervalu, we cultivate a sense of ownership and responsibility at every level. We encourage initiative and empower our employees to make decisions that drive success and enhance customer experiences. Join us in creating a positive and dynamic work atmosphere where your contributions are valued and recognized.
**Application Deadline:** October 7, 2024
**Equal Opportunity Employer Statement:**
Supervalu is an equal opportunity employer and is committed to fostering an inclusive community that values diversity. We welcome applications from all qualified individuals and encourage candidates from diverse backgrounds to apply. All employment decisions are made without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, or any other basis prohibited by federal, state, or local law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
