Customer Care Specialist

A career at Whole Foods Market is more than just the work you do- it's about your personal growth and creating meaningful change. Our purpose is to nourish people and the planet. That means improving how people eat, funding grants for school gardens, providing access to fresh and healthy food to people living within food deserts, alleviating poverty in developing countries, and so much more. Working with us means you are making a difference within your community and beyond. We aren't just a grocery store: we're world-changers. And with your help, we will continue to set the standards of excellence and revolutionize the grocery industry. Responsible for serving as subject matter expert on assigned areas of Customer Care support for phone, email, social care and other customer-facing channels. Creates SOPs, knowledge base articles and training to support the contact center partner in answering customer queries in an accurate and timely manner. Monitors customer inquiry trends and patterns to identify areas of concern for the company, marketing, stores and regions. Responsibilities Manages the Customer Care program for assigned topic areas, providing a high level of support on escalated issues. Partners with cross-functional Team Members across store, region, and other relevant groups, to ensure effective understanding and response to customer inquiries and concerns. Manages the Customer Care SOPs and concession policy for assigned program areas. Creates the supporting training materials, job aids, knowledge articles and email template for use by Tier 1 and Tier 2 contact center agents. Updates customer care leadership and business partners on key metrics concerning customer care for assigned program areas. Identifies trends and risks in assigned care program area. Ensures standard methods and templates are adapted and applied in an efficient and effective manner. Manages program launches for assigned program areas. Manages assigned vendor partner relationships to ensure quality and productivity KPIs are consistently met or exceeded. Recommends process or workflow improvements to team leadership based on agent CSAT feedback and quality evaluations. Manages purchasing estimates and commitments for assigned program area. Participates in on-call rotation; responds to alerts and system issues. Skills Strong experience using CRM technologies or social media management tools to create efficiencies and improve the customer experience. Demonstrates expert-level knowledge of assigned program area. Advanced proficiency to analyze data for trends and synthesize into recommendations for training or process improvements. Solid proficiency in developing / implementing customer retention offerings to enhance customer experience. Advanced experience creating training presentations, knowledge base articles and email templates. Uses innovative solutions to enhance personal work and, where applicable, the work of the team. Recognizes when ideas are not working and takes steps to improve. Advanced communication skills, including written, verbal, and listening. Conveys a sense of calm concern and is able to focus in high-pressure situations. Clearly presents ideas and work results to the team. Able to communicate technical information effectively to non-technical audiences and stakeholders. Demonstrates superior customer service skills. Impacts the quality of own work and that of the team. Participates as an active Team Member on functional projects or initiatives. Seeks advice and guidance when addressing complex or unusual situations. Maintains positive working relationships with supported functional stakeholders and third-party service provider representatives, proactively engaging to understand objectives and issues. Applies basic research, information gathering and analytical skills to: Select appropriate alternatives from defined options Collect required documentation and verify conformance with standards Assess accuracy of detailed information Handles detailed, structured problems; identifying roadblocks to task completion Exercises good judgment within defined procedures and practices to determine appropriate action. Understands company, business unit, and/or project strategy, goals, and objectives. Able to identify alignment / misalignment of team project goals with larger organizational strategy, goals, and objectives. Understands the WFM product mix, supply base, and retail operations. Education & Experience BA/BS degree and 2-4 years relevant experience OR equivalent combination of education and relevant experience. The wage range for this position is $60,021.00-$102,036.00 Annual, commensurate with experience. Whole Foods Market offers Whole Benefits, which includes a wide range of benefits for Full and Part-Time Team Members such as a store discount, paid time off, financial wellness, health & wellness support programs, and access to other Team Member perks. Equal Opportunity Employer : Whole Foods Market provides a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity or expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs. We encourage and recommend all candidates to apply via our site rather than through external career sites such as Indeed, LinkedIn, or ZipRecruiter which may contain inaccurate or fraudulent information. #J-18808-Ljbffr