Customer Service Specialist

About Us

Join us at WinCo Foods, where we're more than just a grocery retailer - we're a growing family of over 140 supermarkets in 10 states with over 22,000 employee owners. Our purpose is to make the lives of our customers and employee owners better by offering the lowest possible prices to feed their families. Currently, WinCo is the second largest Employee-Owned company in the United States. With more than 500 millionaire employee-owners in our Employee Stock Ownership Plan (ESOP). Our benefits, including top-tier medical plans and tuition support set us apart. In your role, you'll be instrumental in making a real impact in the communities we serve, embodying our purpose every day.

Overview

Job Summary

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.

Typical Duties and 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.

  Requirements

Education:

• High School Diploma or equivalent required.

Experience:

• 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.
• Project a pleasant and cooperative attitude at all times to represent WinCo Foods in a positive manner.
• Communicate clearly and professionally, with customers and company personnel, utilizing excellent verbal, written and inter-personal communications skills.
• Listen actively to correctly understand customer’s requirements, questions or complaints.
• Perform all work while applying a high level of critical thinking and attention to detail.
• Learn new procedures, concepts, software and tools related to the position.
• Establish and maintain good rapport and effective working relations with all internal and external customers.
• Manage time effectively, handle and prioritize multiple tasks, and switch between tasks quickly.
• Sit and twist upper body for extended periods of time.
• Use both hands repetitively for extended periods of time.
• Perform all tasks with integrity and dependability.

Machines and Equipment Operated:

• Computer keyboard, mouse, office equipment (telephone, headset, fax, copier, scanner, etc.) and other devices.

Preferred Education, Experience and/or Credentials:

• 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.

The above statements are intended to describe the general nature of work performed by the employees assigned to this job. All employees must comply with Company policies and applicable laws. The responsibilities, duties and qualifications required of personnel may vary.

EEO/Inclusivity

As the WinCo Foods community continues to grow, our variety of perspectives and wide range of experiences are essential to our strategy and success. We are committed cultivating and celebrating an inclusive environment in which all employees are valued and respected.

Fraud alert: WinCo advises job seekers to be cautious of unsolicited job offers and to verify the authenticity of any communication claiming to be from WinCo by checking the official WinCo careers website.