Customer Service Specialist

WinCo Foods•Boise, ID

10d•Onsite

About The Position

Serve as the Company’s first point of contact for customer inquiries, requests, complaints and comments received at, or escalated to, the corporate level. Work with department and company leadership to develop and maintain guidelines, communication standards, reference guides and related systems. Provide customer service through varied technology and means of communication. Ensure quality, timely and satisfactory resolution to concerns and inquiries. Acts as a subject-matter expert for customers as it relates to policies, features and technologies. Consistently provides friendly and engaging customer service to internal and external customers. Perform related work.

Requirements

High School Diploma or equivalent required.
At least two (2) years’ work experience in a customer service role proficiently providing customer service via phone and computer.
Demonstrating proficiency in the use of common browsers and navigation of the World Wide Web/Internet.
Demonstrating proficiency in the use of Microsoft Office (Excel, Word, Outlook, PowerPoint, etc.) software.
Demonstrating initiative and self-direction, ability to work independently and/or in a team environment, be dependable and possess excellent time management skills.
Ability to consistently provide friendly and engaging customer service to internal and external customers.
Ability to project a pleasant and cooperative attitude at all times to represent WinCo Foods in a positive manner.
Ability to communicate clearly and professionally, with customers and company personnel, utilizing excellent verbal, written and inter-personal communications skills.
Ability to listen actively to correctly understand customer’s requirements, questions or complaints.
Ability to perform all work while applying a high level of critical thinking and attention to detail.
Ability to learn new procedures, concepts, software and tools related to the position.
Ability to establish and maintain good rapport and effective working relations with all internal and external customers.
Ability to manage time effectively, handle and prioritize multiple tasks, and switch between tasks quickly.
Ability to sit and twist upper body for extended periods of time.
Ability to use both hands repetitively for extended periods of time.
Ability to perform all tasks with integrity and dependability.

Nice To Haves

Associates degree in business, communications or related discipline.
Experience with customer service in a retail environment.
Advanced skills with Microsoft Office productivity tools (Outlook, Word, Excel and PowerPoint).
Proficient in the use of social media and collaboration technologies.

Responsibilities

Deliver friendly and engaging customer service to internal and external customers by telephone, email, and in person.
Model friendly, enthusiastic customer service with an emphasis of taking care of the customer.
Respond to customer questions, concerns, inquiries and comments ensuring appropriate resolution; providing exceptional customer service during all internal and external communications in a courteous, professional, effective and timely manner.
Research details, validity and circumstances surrounding any actionable concern, from initial point to conclusion.
Review, research and resolve a large volume of cases of varying topics and complexity.
Accurately prioritize active, pending and incoming cases by topic, priority and urgency.
Follow strict guidelines of confidentiality and recordkeeping related to matters, topics and conversations of a legal, protected, sensitive and/or confidential nature.
Act as a subject-matter expert for policies, changes, features and technologies that have an impact on the public.
Assist in developing communication strategies to address concerns that affect our consumers.
Deploy strategies while addressing customer inquiries and reporting findings, trends and overall perception by the public.
Develop and maintain department guidelines, communication standards and reference guides by collecting information, conducting research and/or gathering information from various departments.
Maintain and manage internal systems, applications and databases, such as the department’s knowledge base and ticketing system - ensuring all functions and content are correct, current and available for use by the appropriate personnel.
Capture and accurately log every actionable case that requires routing, research, archiving, escalation and/or resolution.
Create, distribute and present reports on a regular basis and as requested covering key metrics, topics and/or geography.
Provide company leadership with timely and actionable summaries of company-wide, regional and/or localized trends, focusing on areas of concern and areas of opportunity.
Work with department and leadership to develop, maintain and improve customer service standards and communication procedures.
Perform other duties as assigned.