Admin I Customer Care Representative

Introduction

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands – Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Overview

Position Summary

Responsible for managing level 1 customer support. The Admin I will be responsible for providing direct support to store personnel, as well as customers, to ensure proper service levels are met based on the hours of the contact center. Provide excellent customer service to both internal and external customers. Enhance customer loyalty through engagement via phone and email.

Position Details

Provide clear information or direction regarding actions required by customers (internal and external) in order to fully address their concerns. Provide direct support to store personnel and customers for Technology, Merchandising, Store Maintenance, Operations, Order Add/Cuts, Order call Block Polling; online orders; digital offers; and loyalty programs.

Schedule

This is a full-time, 40-hour-per-week position scheduled from 8:00AM - 4:00PM or 10:00AM - 7:00PM, including one weekend day. Schedule may occasionally vary based on business needs. This position can be based in one of our offices located in Salisbury, NC or Scarborough, ME.

Authorized to work in the U.S.

Applicants must be currently authorized to work in the United States on a full-time basis.

Responsible for managing level 1 customer support. The Admin I will be responsible for providing direct support to store personnel, as well as customers, to ensure proper service levels are met based on the hours of the contact center. Provide excellent customer service to both internal and external customers. Enhance customer loyalty through engagement via phone and email. Provide clear information or direction regarding actions required by customers (internal and external) in order to fully address their concerns. Provide direct support to store personnel and customers for Technology, Merchandising, Store Maintenance, Operations, Order Add/Cuts, Order call Block Polling; online orders; digital offers; and loyalty programs.

Schedule: This is a full-time, 40-hour-per-week position scheduled from 8:00AM - 4:00PM or 10:00AM - 7:00PM, including one weekend day. Schedule may occasionally vary based on business needs.

This position can be based in one of our offices located in Salisbury, NC or Scarborough, ME.

**Please Note: This is a remote role; however, candidates must live within operating states or be within commuting distance of an office, as periodic onsite attendance may be required. **

Applicants must be currently authorized to work in the United States on a full-time basis.

Responsibilities

Customer Service

Work with customers and stores to document, resolve and/or escalate problems being reported. As part of the process, accurately record required contact information and problem description in the appropriate application. Call content, appropriate notifications, error messages, problem classification and severity are critical to the problem review and resolution process. Provide appropriate resolution at the first point of contact if possible. Escalate unsolved issues as needed.

Support

Escalate complex and/or high-priority problems to appropriate coworkers, support groups, or vendors for resolution. Utilize logical problem-solving skills and techniques to troubleshoot and resolve complex problems reported by stores and customers. Support inbound customer inquiries. Support email/survey/Contact Us customer inquiries. Be alert to urgent or severe issues for immediate escalation, as well as trends that may negatively impact the company.

Analysis

Gather data during the problem-solving process, analyze the situations, and provide solutions.

Procedure

Take ownership of all calls and cases/tickets opened; track the contact status to resolution utilizing the appropriate application. Ensure proper notification and escalation procedures are followed to update business users and customers.

• Support inbound customer inquiries.
• Support email/survey/Contact Us customer inquiries.
• Work with customers and stores to document, resolve and/or escalate problems being reported. As part of the process, accurately record required contact information and problem description in the appropriate application. Call content, appropriate notifications, error messages, problem classification and severity are critical to the problem review and resolution process.
• Provide appropriate resolution at the first point of contact if possible. Escalate unsolved issues as needed.
• Gather data during the problem-solving process, analyze the situations, and provide solutions.
• Utilize logical problem-solving skills and techniques to troubleshoot and resolve complex problems reported by stores and customers.
• Be alert to urgent or severe issues for immediate escalation, as well as trends that may negatively impact the company.
• Take ownership of all calls and cases/tickets opened; track the contact status to resolution utilizing the appropriate application.
• Escalate complex and/or high-priority problems to appropriate coworkers, support groups, or vendors for resolution.
• Ensure proper notification and escalation procedures are followed to update business users and customers.

Requirements

Qualifications

Demonstrate excellent writing, grammar, and computer skills in order to meet department standards. Demonstrate empathy and responsiveness to customers' concerns. Up to 2 years of relevant experience. High school diploma or equivalent.

• Demonstrate excellent writing, grammar, and computer skills in order to meet department standards.
• Demonstrate empathy and responsiveness to customers' concerns.
• Up to 2 years of relevant experience.
• High school diploma or equivalent.

ME/NC/PA/SC Salary Range: $19.00 - $28.50

Actual compensation offered to a candidate may vary based on their unique qualifications and experience, internal equity, and market conditions. Final compensation decisions will be made in accordance with company policies and applicable laws.

About Ahold Delhaize USA

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands – Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Join our Talent Community to stay updated on opportunities with Ahold Delhaize USA. You’ll be the first to know about new positions that match your career aspirations. To join, click here: Talent Community - Ahold Delhaize USA (careerswithus.com). 

 

Working at Ahold Delhaize USA

At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent.

Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies.

Our associates are the heartbeat of our organization. We are committed to offering a welcoming work environment where all associates can succeed and thrive. Guided by our values of courage, care, teamwork, integrity (and even a little humor), we are dedicated to being a great place to work.

We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business.

Learn More About Our Benefits - Click Here

Legal Disclaimer

Ahold Delhaize USA is an equal opportunity employer.

Under the Federal Transparency in Coverage rule, group health plans are required to make publicly available machine-readable files that include in-network rates and out-of-network allowed amounts and billed charges. Click here to view the in-network rates and out-of-network allowed amounts and billed charges for health benefits offered by Ahold Delhaize USA.

Our employees and prospective employees are treated with respect and dignity. As an equal opportunity employer, we comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law.

We provide reasonable accommodations to applicants and employees with disabilities. If you have a disability and require assistance in the application process, please contact our Talent Acquisition Department at tad@adusa.com.