Customer Care Specialist (Part-Time)

Schnuck Markets, Inc.

2d • 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.

Requirements

• High school education required; Associate’s Degree/Junior College preferred.
• 3 to 5 years of customer service experience.
• Minimum 45 words per minute typing proficiency.
• 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.
• 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.

Nice To Haves

• Associate’s Degree/Junior College preferred.

Responsibilities

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

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: High school or GED