Raley's Service Agent I

W Sacramento Corporate Office
500 West Capitol Ave
Category
Marketing & Advertising
95605

Overview

Under close supervision and within prescribed guidelines, the Raley’s Service Agent I provides customer service in a manner which increases customer satisfaction, loyalty and retention and maximizes customer long-term value to Raley’s. Employees in this job classification work in the Raley’s Service Center and strive to provide polite and tactful responses to customer contacts by a variety of communication channels. The Agent I performs accurate and thorough entry of customer contact data into the database; answers questions and inquiries, troubleshoots problems, provides information, and handles praise and complaints regarding the organization’s products or services. This job classification requires a genuine desire to help customers, excellent verbal and written communication skills and proficiency in data entry and office software applications.

Responsibilities

  1. *Receives and responds to customer contacts, excluding Pharmacy contacts, made via various communication channels including the website, phone, mail, email and social media in a timely and courteous manner.
    1. Acts as an advocate for the customer and a liaison between the customer and Raley’s.
    2. Handles customer questions, complaints and inquiries with the highest degree of courtesy and professionalism with the aim of meeting key performance indicators provided by management. Provides customers with one call resolution whenever possible. When appropriate, offers suitable alternative solutions with the objective of retaining the customer’s business.
    3. Researches required information by creatively using accessible resources.
    4. Balances the need to follow scripts and procedures to provide a consistent customer message with the goal of providing individualized customer service. Doesn’t hesitate to work outside the box – but within company guidelines – to assist customers.
    5. Identifies priority issues and handles accordingly. Escalates issues which are outside level of personal resolution authority to designated personnel. Informs customers of escalation procedures and assures them that their issues will be addressed.
    6. Within strict company guidelines, offer customers an appropriate level of monetary remuneration (e.g., gift cards, coupons, products) to make up for inconvenience and poor service.
    7. Follows up on complicated customer calls where required.
    8. Is attuned to customer’s unspoken preferences for communication style and responds accordingly to create an individualized relationship with the customer and meet his/her need for interaction.
    9. Builds the interest of customers in the products and services offered by Raley’s.
    10. Provides support of Customer Relationship Marketing (CRM) strategy, including Loyalty Program. Interacts with customers to perform Loyalty Program enrollment, including describing program details, answering balance and transaction inquiries and updating customer data. Within defined guidelines, adjusts customer’s Loyalty Program point balances to address a particular customer service issue or system error. Inputs accurate and thorough customer contact data into CRM database. Records details of comments, inquiries, complaints and actions taken. Updates database with status of customer issues and descriptions of resolutions. May provide reports from CRM database to management.
  2. *Performs data entry and project work as required.
  3. The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required.

Qualifications

MINIMUM QUALIFICATIONS

 

EDUCATION AND EXPERIENCE:

·          High School Diploma or G.E.D plus one (1) to two (2) years of customer service experience, preferably in a contact center or the equivalent combination of education, training and experience.

·          Experience in a retail environment is a plus.

·          Experience utilizing social media is helpful.

·          Experience and/or aptitude for making outbound calls for customer growth opportunities.

 

REQUIRED KNOWLEDGE:

·          Strong knowledge of grammar, spelling, and punctuation.

·          Basic knowledge of office procedures.

·          General understanding of customer service principles and best practices.

·          Knowledge of standard office software applications.

 

SKILLS/ABILITIES:

·          Excellent data entry skills.

·          Bilingual skills a plus.

·          Basic computer skills and proficiency in office software applications (spreadsheets, word processing, calendar).

·          Demonstrated written and verbal communication skills including vocabulary, spelling and correct grammatical usage and punctuation.

·          Excellent customer service skills.

·          Demonstrated punctuality and dependability.

·          Ability to operate office equipment, a personal computer and related software applications including word processing and spreadsheet applications.

·          Ability to type with sufficient speed and accuracy to perform job functions as required.

·          Ability to read, write, perform basic arithmetic, and follow verbal and written instructions.

·          Ability to perform mathematical calculations to include additions, multiplication, subtraction, division, percentages and decimals.

·          Able to react effectively and calmly in a variety of situations. Maintains composure under stress and tight time pressures and escalates problems.

·          Genuine desire to help customers and quickly and logically solve problems of varying complexity. Perseverance.

·          Excels at establishing strong positive relationships with customers.

·          Maintains effective communication and working relationships with all levels of the organization and business contacts.

·          Handles multiple tasks simultaneously and meets designated deadlines. Flexible in the face of changing work priorities.

·          Impressive telephone, email and social media etiquette.

·          Ability to communicate with diverse and sometimes difficult people.

·          Ability to resolve issues of conflict in a tactful and professional manner and effectively diffuse irate customers.

·          Commitment to company values. Ability to respond effectively to the most sensitive inquiries and complaints, and handle confidential information and material with the highest degree of professional responsibility.

·          Willingness to be managed and rewarded based on key performance indicators.

 

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