Customer Care Specialist (Part-Time)

Schnuck Markets•Saint Louis, MO

17d•Remote

About The Position

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. Part-Time Commitment: 20-25 hours per week. Operational Window: Shifts scheduled between 8 am and 8 pm, Monday through Sunday. Preferred Availability: The ideal candidate is available 3 pm - 8 pm on weekdays and for full 8-hour shifts on weekends. 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. 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

High school education required; Associate's Degree/Junior College preferred.
3 to 5 years of customer service experience.
Minimum 45 words per minute.
Must have a private, quiet workspace and high-speed internet compatible with VPN and VoIP software.
Proficiency in Google Suite (Gmail, Sheets, Docs) and familiarity with Zendesk or similar CRM ticketing systems.
Ability to troubleshoot basic mobile app issues and guide users through digital interfaces.
Excellent verbal and written communication skills with the ability to maintain a calm, empathetic, and professional tone under pressure.
A self-starter attitude with the ability to search internal databases and knowledge bases to find solutions independently.
Maintain focus and productivity during extended periods of sedentary work at a computer terminal.
Ability to engage in walking and standing for several hours during on-site events.
Ability to lift and transport up to 25 lbs of equipment or event materials.
Maintain a 0-25% travel flexibility to attend in-person store marketing events, team meetings, or training sessions at the Store Support Center.
Store/Facility Teammates: minimum of six months employment with Schnucks preferred.
Store Support Center Teammates: minimum of one year employment with Schnucks preferred.
Must be in good standing (not on a performance improvement plan or active discipline).
If invited for an interview, must have manager approval based on performance.

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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