Call Center Specialist - Customer Care

Arlington, VA
Sep 11, 2017
Sep 18, 2017
Customer Service
Full Time
Job Title: Customer Care Specialist Role Information Job Summary Lidl US is looking for energetic, motivated, and committed people to join our Customer Care team! The Call Center Specialist will resolve and document customer issues in a timely and accurate manner while maintaining high customer satisfaction. This position will work closely with internal business units to share information and better serve customers. This position will report to the Customer Care Manager. Essential Functions * Resolve internal and external customer complaints * Manage customer service cases in electronic CRM system * Reach out to customers and other involved parties to verify or collect case information via telephone, email, and other outlets * Greet customers warmly and ascertain problems or reasons for calling * Assist in developing customer service processes and maintaining master data * Assist with customer refunds and reimbursements * Perform first-contact intake of in-store and Regional Distribution Centers incident, escalating cases to appropriate business units as needed * Resolve customer complaints and inquiries via social media outlets * Recording pertinent case information * Answer questions about warranties, product availability, and terms of sale * Escalate cases to responsible personnel as necessary * Handle and escalate technical support contacts for private label and branded non-food items * Handle and escalate contacts about business critical issues like product recalls and insurance incidents * Utilize computer technology to handle high call, chat, and email volumes and ensure short wait times * Provide feedback to Customer Service Management to ensure proper customer service is being delivered * Close out and open cases in electronic CRM system * Compile reports on customer service trends * Read from and helping develop scripts and/or response templates to guide customer interactions * Other duties and responsibilities as assigned Required * Ability to work evenings and weekends * Ability to maintain a professional and calm demeanor in handling complex and demanding scenarios * Strong customer service experience, especially in assisting customers with resolving questions and/or potential issues * Experience working with CRM system(s) * Ability to manage multiple tasks concurrently while maintaining attention to detail and commitment to deadlines * Excellent interpersonal skills with a focus on rapport building, listening, and asking questions * Excellent written and spoken communication skills * Strong analytical and problem solving skills * Ability to be flexible and quickly adapt in a fast-paced environment * Ability to work well in a close knit, collaborative environment Required Education, Certifications/ Licenses, Related Experience * Minimum high school diploma or GED equivalent * 2 - 4 years related experience working in customer service or call center environment Physical Job Requirements * This position requires the ability to remain in a stationary position (standing and/or seated) more than half the time * The person in this position must be able to maneuver (lift, move, carry, slide, etc.) less than 15 lbs. * This position requires the ability to spend all of the time viewing computer monitors * The person in this position must be able to identify and distinguish between colors less than half the time Travel Requirements * This position commutes between regional offices/distribution centers less than 25% of the time * Anticipated travel will be by car Preferred * Associate's or Bachelor's degree * Required languages: English, Spanish and all Bilingual Candidates * Previous experience determining appropriate levels of customer compensation in resolving complaints and/or concerns * Experience in retail/grocery industry

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