Customer Advocacy Specialist

Kroger•Cincinnati, OH

About The Position

Act as an escalation point for resolving complex customer and internal issues. Interact with all levels within the company including the office of the company’s Executive Level Officers. Provide support for store feedback/escalations, various programs and promotions, web services, social media applications, and product questions. Demonstrate the company’s core values of respect, honesty, integrity, diversity, inclusion, and safety.

Requirements

Minimum High School Diploma/GED
4+ years of contact center environment experience
3+ years customer service experience
Knowledge and understanding of contact center industry/terms and processes
Able to work independently to solve issues using all available resources
Ability to work changing shifts, weekends, and holidays
Ability to collaborate with internal and external business partners
Ability to exercise discretion and maintain a high degree of confidentiality when dealing with sensitive information regarding customers and employees
Excellent oral communication and written skills to effectively relay information to customers and to all levels of the organization including Chief Executive Officer

Nice To Haves

Escalated support experience in a high-volume contact center

Responsibilities

Serve as a liaison between The Kroger Co. and customers to solve complex customer and internal issues
Advocate for customers by providing high level, advanced customer service while demonstrating strong written and oral communication skills
Resolve escalated issues or complaints directed at the executive level
Interact with all levels of the company, including executive level officers via channels including phone and email
Coordinate efforts with other leadership within stores, divisions, and other departments to resolve complaints/issues
Escalate and partner with call center management to identify trends or one-off situations affecting our customers and develop resolutions to resolve continuing issues
Complete and document contacts in the form of Service Tickets through resolution
Provide training documentation and formal/informal training on subject matter of expertise to shared services training team; assist with development of other team members
Perform select advanced level functions under the direction of contact center management.
Lead projects assigned to the Customer Advocacy team
Maintain established contact center performance metrics and quality standards
Must be able to perform the essential functions of this position with or without reasonable accommodation