Schnuck Markets, Inc. · 11 hours ago
Customer Care Specialist (FULL-TIME)
St Louis, MO
Full-time
Hybrid
Mid Level
3+ years expSchnuck Markets, Inc. is seeking a Customer Care Specialist who will serve as a brand ambassador and primary digital contact for customers. This role involves managing customer inquiries across various channels, providing technical support, and collaborating with internal teams to enhance customer experiences.
Retail
Hiring Manager
John Dennis, SHRM-CP
Responsibilities
Act as the "voice of the company," providing professional and expedient responses that uphold high customer service standards across all communication channels
Handle a diverse range of interactions, from simple, routine questions to moderately complex complaints regarding products, store systems, or personnel
Work alongside store teams and support center teammates of all levels to resolve issues and share customer feedback with leadership
Manage a high volume of daily interactions via VoIP phone systems, professional email ticketing, and social media platforms
Simultaneously operate multiple software tools, including Zendesk, Google Suite, and internal loyalty program databases
Provide first-level support for customers navigating the Schnucks Rewards mobile app and other digital health and wellness initiatives
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
Qualification
Required
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
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
Preferred
Associate's Degree/Junior College
Company
Schnuck Markets, Inc.
Since 1939, growth and change have been the two constants at Schnucks. As our customers change, we change to meet their needs.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Bob Hardester
SVP/CIO and Chief Supply Chain Officer
Joey Smith
Chief Information Security Officer (CISO), Vice President
Company data provided by crunchbase