Associate Customer Care Specialist

Responsible for serving as subject matter expert on assigned areas of Customer Care support for phone, email, social care and other customer-facing channels. Creates SOPs, knowledge base articles and training to support the contact center partner in answering customer queries in an accurate and timely manner. Monitors customer inquiry trends and patterns to identify areas of concern for the company, marketing, stores and regions.

Responsibilities:

• Responds to customer complaints and issues concerning assigned program areas.
• Owns, tracks, and escalates issues to ensure they are effectively addressed, documented, and resolved.
• Partners with WFM stakeholders to satisfactorily resolve customer complaints or concerns and ensure timely inquiry follow-up.
• Participates in the creation of training, template responses, and knowledge base articles to ensure Tier 1 and Tier 2 contact center agents can effectively and accurately resolve customer questions and concerns.
• Monitors quality of contact center agent responses in assigned program area and provides feedback as needed.
• Recommends business and program improvements to senior care team members and business partners.
• Trains contact center agents and other care team members on new program launches, workflows and processes.
• Participates in on-call rotation; responds to alerts and system issues.

Skills:

• Demonstrated ability to track down information internally and externally.
• Proficiency to analyze data for trends and synthesize into recommendations for training or process improvements.
• Experience using CRM technologies or social media management tools to create efficiencies and improve the customer experience.
• Solid understanding of customer engagement channels.
• Proficiency in creating training presentations, knowledge base articles and email templates.
• Demonstrates a willingness to experiment with new ideas, within acceptable boundaries.
• Strong communication skills, including written, verbal, and listening.
• Well-organized, able to multi-task, and adheres to deadlines.
• Responds promptly and accurately to customers and internal stakeholders.
• Understands necessity of tailoring communication to meet the needs of diverse audiences.
• Readily accepts constructive feedback.
• Actively participates in group activities and collaborates with the team.
• Impacts the quality and timeliness of own work.
• Seeks advice and guidance from more experienced Team Members.
• Gains trust and support of Team Members and peers.
• Admits mistakes; corrects them in a timely manner.
• Demonstrated ability to:
  • Apply critical thinking,
  • Investigate concerns and issues,
  • Propose potential solutions,
  • Correct problems and errors as directed.

• Uses existing procedures to resolve standard problems.
• Evaluates data and effectively translates finding into actionable items.
• Identifies customer care issues using data, and appropriately recommends potential corrective action.
• Generally familiar with WFM organization, business objectives, and drivers of success.
• Develops understanding of the WFM product mix, supply base, and retail operations.

Education & Experience:

• BA/BS degree and 0-2 years’ relevant experience OR equivalent combination of education and relevant experience.

The wage range for this position is $24.35-$41.39 Hourly, commensurate with experience. Whole Foods Market offers "Whole Benefits". Whole Benefits offers a wide range of benefits for Full and Part-Time Team Members, including eligibility for a store discount, paid time off, financial wellness, health & wellness support programs, and access to other Team Member perks. Eligibility for Whole Benefits is determined under the terms of the applicable Whole Benefits plan at a person’s date of hire and may vary based on work location, length of service, and job type (such as regular or seasonal). Click here for benefit details.

At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.

Whole Foods Market works with job sites like Indeed, LinkedIn, and ZipRecruiter to promote opportunities at our company. Please be aware that other career sites may not be accurate or up to date and may even be fraudulent. We encourage and recommend all candidates to apply via our site. Responsible for serving as subject matter expert on assigned areas of Customer Care support for phone, email, social care and other customer-facing channels. Creates SOPs, knowledge base articles and training to support the contact center partner in answering customer queries in an accurate and timely manner. Monitors customer inquiry trends and patterns to identify areas of concern for the company, marketing, stores and regions.

Responsibilities:

• Responds to customer complaints and issues concerning assigned program areas.
• Owns, tracks, and escalates issues to ensure they are effectively addressed, documented, and resolved.
• Partners with WFM stakeholders to satisfactorily resolve customer complaints or concerns and ensure timely inquiry follow-up.
• Participates in the creation of training, template responses, and knowledge base articles to ensure Tier 1 and Tier 2 contact center agents can effectively and accurately resolve customer questions and concerns.
• Monitors quality of contact center agent responses in assigned program area and provides feedback as needed.
• Recommends business and program improvements to senior care team members and business partners.
• Trains contact center agents and other care team members on new program launches, workflows and processes.
• Participates in on-call rotation; responds to alerts and system issues.

Skills:

• Demonstrated ability to track down information internally and externally.
• Proficiency to analyze data for trends and synthesize into recommendations for training or process improvements.
• Experience using CRM technologies or social media management tools to create efficiencies and improve the customer experience.
• Solid understanding of customer engagement channels.
• Proficiency in creating training presentations, knowledge base articles and email templates.
• Demonstrates a willingness to experiment with new ideas, within acceptable boundaries.
• Strong communication skills, including written, verbal, and listening.
• Well-organized, able to multi-task, and adheres to deadlines.
• Responds promptly and accurately to customers and internal stakeholders.
• Understands necessity of tailoring communication to meet the needs of diverse audiences.
• Readily accepts constructive feedback.
• Actively participates in group activities and collaborates with the team.
• Impacts the quality and timeliness of own work.
• Seeks advice and guidance from more experienced Team Members.
• Gains trust and support of Team Members and peers.
• Admits mistakes; corrects them in a timely manner.
• Demonstrated ability to:
  • Apply critical thinking,
  • Investigate concerns and issues,
  • Propose potential solutions,
  • Correct problems and errors as directed.

• Uses existing procedures to resolve standard problems.
• Evaluates data and effectively translates finding into actionable items.
• Identifies customer care issues using data, and appropriately recommends potential corrective action.
• Generally familiar with WFM organization, business objectives, and drivers of success.
• Develops understanding of the WFM product mix, supply base, and retail operations.

Education & Experience:

• BA/BS degree and 0-2 years’ relevant experience OR equivalent combination of education and relevant experience.

The wage range for this position is $24.35-$41.39 Hourly, commensurate with experience. Whole Foods Market offers "Whole Benefits". Whole Benefits offers a wide range of benefits for Full and Part-Time Team Members, including eligibility for a store discount, paid time off, financial wellness, health & wellness support programs, and access to other Team Member perks. Eligibility for Whole Benefits is determined under the terms of the applicable Whole Benefits plan at a person’s date of hire and may vary based on work location, length of service, and job type (such as regular or seasonal). Click here for benefit details.

At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.

Whole Foods Market works with job sites like Indeed, LinkedIn, and ZipRecruiter to promote opportunities at our company. Please be aware that other career sites may not be accurate or up to date and may even be fraudulent. We encourage and recommend all candidates to apply via our site.