Job Description

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.

Schedule & Availability

• 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.

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.

ESSENTIAL JOB 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.

MINIMUM REQUIREMENTS

• Education: High school education required; Associate’s Degree/Junior College preferred.
• Experience: 3 to 5 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.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• 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.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS

• Remote-First Structure: Operate in a mostly remote capacity, requiring a dedicated, quiet home office with reliable high-speed internet.
• Physical Demands:
  • Primarily Sitting: Maintain focus and productivity during extended periods of sedentary work at a computer terminal.
  • Mobility: Ability to engage in walking and standing for several hours during on-site events.
  • Lifting: Ability to lift and transport up to 25 lbs of equipment or event materials.
• Travel Commitment: Maintain a 0–25% travel flexibility to attend in-person store marketing events, team meetings, or training sessions at the Store Support Center.

Additional Requirements – Internal Candidates:

• 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.

Schnucks is an Equal Opportunity Employer.