Customer Care Specialist (FULL-TIME)

Schnuck Markets, Inc.

3d•Hybrid

About The Position

JOB SUMMARY The Customer Care Specialist serves as a critical brand ambassador and the primary digital point of contact for our customers. This role is designed for a high-energy, tech-savvy communicator who can navigate a fast-paced "omnichannel" environment—transforming potentially negative experiences into positive outcomes through empathy and resourcefulness. Location & Training Schedule This role is located in St. Louis, Missouri. To ensure success, the first phase of this role follows a specific training and office-presence track: Training Period: Training will be scheduled Monday through Friday, 9:00 am to 5:30 pm. Post-Training Shift: Once training is complete, the standard 8-hour shift will be scheduled 11:30 am to 8:00 pm, Tuesday through Saturday (with Sunday and Monday’s as off days). In-Office Requirement: This role requires 4 days in-office for up to the first 6 months. After this introductory period, the schedule shifts to a hybrid model of 3 days in-office and 2 days remote. Schedule & Availability Full-Time Commitment: 40 hours per week. Operational Window: Shifts scheduled between 8:30 am and 8pm, Monday through Sunday. A Weekend Day is required for this position, seeking to fill in an 8-hour shift on a Saturday Role Overview Brand Ambassadorship: Act as the "voice of the company," providing professional and expedient responses that uphold high customer service standards across all communication channels. Inquiry Management: Handle a diverse range of interactions, from simple, routine questions to moderately complex complaints regarding products, store systems, or personnel. Cross-Functional Collaboration: Work alongside store teams and support center teammates of all levels to resolve issues and share customer feedback with leadership. Digital & Technical Focus Omnichannel Communication: Manage a high volume of daily interactions via VoIP phone systems, professional email ticketing, and social media platforms. Multi-Platform Navigation: Simultaneously operate multiple software tools, including Zendesk, Google Suite, and internal loyalty program databases. Technical Troubleshooting: Provide first-level support for customers navigating the Schnucks Rewards mobile app and other digital health and wellness initiatives.

Requirements

Education: High school education required; Associate’s Degree/Junior College preferred.
Experience: 1 to 3 years of customer service experience.
Typing Proficiency: Minimum 45 words per minute.
Technical Setup: Must have a private, quiet workspace and high-speed internet compatible with VPN and VoIP software.
Software Knowledge: Proficiency in Google Suite (Gmail, Sheets, Docs) and familiarity with Zendesk or similar CRM ticketing systems.
Digital Literacy: Ability to troubleshoot basic mobile app issues and guide users through digital interfaces.
Communication: Excellent verbal and written communication skills with the ability to maintain a calm, empathetic, and professional tone under pressure.
Resourcefulness: A self-starter attitude with the ability to search internal databases and knowledge bases to find solutions independently.

Responsibilities

High-Volume Interaction Management: Manage a significant daily volume of routine to moderately complex phone calls and digital inquiries; sharing information, clarifying policies, and fulfilling requests.
Complaint Investigation: Identify, assess, and investigate complaints received via email or phone; coordinating with internal departments to recommend actions or make independent decisions for rapid resolution.
Technical Loyalty Support: Serve as the primary contact for Schnucks Rewards questions, providing technical assistance for account access, point corrections, and profile updates.
Digital Health Initiative Support: Guide customers through the Schnucks Rewards application specifically for Health and Wellness initiatives (e.g., Nutriconnect Trial and Steps Challenge).
Data Integrity & Documentation: Accurately record and categorize all customer interactions using CRM software (Zendesk) to ensure data quality for the Survey Insights team.
Escalation Handling: Efficiently resolve standard issues while identifying and escalating highly complex or sensitive cases to the Customer Care Lead as necessary.
Feedback Integration: Contact customers regarding negative NPS scores to gather detailed feedback, reporting results to improve the overall customer experience.
Event Participation: Attend in-person store marketing events to provide face-to-face technical and customer support.
Program Maintenance: Assist in the rollout, implementation, and maintenance of new customer-facing digital programs and platforms.

Benefits

Friendly, Fast-Paced Environment
Teammate Discount after Qualifying Period
Chance To Advance. Schnucks has a strong tradition of promoting from within. Many teammates who started working with us have grown with us, as their part-time jobs became long-term careers.

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