Customer Support Agent

How We Work At Chick-fil-A

Chick-fil-A, Inc. ('Chick-fil-A' or 'the Company') staff members play a vital role in achieving our strategic goals by developing their skills, fostering inclusive teamwork, and embracing innovation. All staff are expected to contribute to a compelling future by inspiring and motivating those around them. Growth and development are essential at Chick-fil-A. We want staff to seek new perspectives and adopt new methods to drive continuous improvement and adaptation to evolving business needs. Lastly, we ask staff to seek wisdom, expect the best, accept responsibility, respond with courage, and think others first. Our Flexible Futures Model offers a healthy mix of working in person (currently a minimum of 8-10 days per month) and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

Overview

Every single day our restaurants serve amazing food and provide an incredible customer experience, however things do not always go 100% as expected. In those moments that matter, when our customers need support you will be there to serve them. This is an incredible opportunity to do significant work by providing extraordinary support in the unique Chick-fil-A way, and our founder Truett Cathy said it best: "In the food business, it only takes one mistake, one rude team member or one bad sandwich to lose a customer. Do things right each time, making sure customers get what they expect, and sometimes more." Your role will be to resolve and delight our customers, to ensure we win their hearts every day. You will have an incredible impact on everyone you come in contact with and you will represent our Chick-fil-A brand with every customer interaction whether via phone or our online channel.

The ideal candidate is a problem solver that can easily build rapport with customers. Candidates will be eager to exceed customer expectations by using active listening skills, demonstrating empathy and advocacy, diagnosing and fully resolving issues, managing cases efficiently, using positive language, and having passion for doing the right thing.

As our customers' first point of contact, you are the friendly voice of Chick-fil-A, providing outstanding customer service, troubleshooting, and technical support. We'll rely on you to listen to our customers and use your technical knowledge, creativity, and passion to meet their needs and remind them that "My Pleasure" is not just an expression, behind that expression we have amazing people. Because we believe our individual backgrounds, perspectives, and passions will help us be the World's Most Caring Company. You'll be trained to reach your highest potential.

Our Flexible Future Model offers a healthy mix of working in person (currently a minimum of 8-10 days per month) and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

Responsibilities

• Resolves customer inquiries (those can be technical or non-technical in nature) via phone, online, or other support channels.
• Leverages our customer support management system to open case for customer, research common answers, resolve issues and questions, and document case notes as needed.
• Uses customer service competencies to actively listen, effectively communicate, solve problems, show empathy, and work efficiently in different systems and support channels.
• Continuously learn and practice customer service skills
• Follows standard operating procedures and is empowered to use sound business judgement to determine when exceptions need to be made
• Ability to effectively tailor communication style to differing audiences.
• Manages own workload independently and efficiently.
• Quickly learns a wide variety of topics and new initiatives to provide customers with the latest and relevant solutions to their inquiries.
• Problem solves and troubleshoots a variety of issues, using technology and a myriad of customer support systems.
• Researches and grasps technical and on technical information across multiple tools while talking to customers
• Acquires new skills in technical troubleshooting as necessary
• Shares expertise with others as necessary
• Maintains relevant knowledge centered services training and certification,
• Uses knowledge to resolve customer issues and questions, ensuring accuracy and quality of information
• Leverages quality assurance feedback for personal and professional development
• Reviews KPIs as necessary to ensure role performance is adequate and implements improvements as necessary

Required Qualifications (Knowledge, Skills, & Abilities)

• Associate's degree
• Experience supporting customers via phone, online, chat or in-person
• Available to attend 8 weeks of training on a fixed schedule
• Flexibility to work between the hours of 9:00 A.M. to 10:00 P.M. EST
• Successful completion of initial training
• Dependable for work schedule
• Passion for customer service and ownership of the customer experience until full resolution, excellent emotional intelligence, excellent written and verbal communication skills
• Ability to be resilient
• Aptitude for acquiring new technical and non-technical skills
• Ability to type at least 45 WPM
• Bilingual in Spanish and English

Preferred Qualifications (Knowledge, Skills, & Abilities)

• Bachelor's degree
• 0-2+ years help desk/call center experience
• Customer service experience
• Hospitality and/or Chick-fil-A restaurant experience, a plus
• Fluent in English and Spanish
• KCS certified

Required Years of Experience

0

Travel Requirements

10%

Required Level of Education

Associate's degree

Preferred Level of Education

Bachelor's degree

Relocation Assistance Provided

No