Associate Customer Care Specialist

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 Responds to customer complaints and issues concerning assigned program areas. Owns, tracks, and escalates issues to ensure they are effectively addressed, documented, and resolved. Partners with WFM stakeholders to satisfactorily resolve customer complaints or concerns and ensure timely inquiry follow-up. Participates in the creation of training, template responses, and knowledge base articles to ensure Tier 1 and Tier 2 contact center agents can effectively and accurately resolve customer questions and concerns. Monitors quality of contact center agent responses in assigned program area and provides feedback as needed. Recommends business and program improvements to senior care team members and business partners. Trains contact center agents and other care team members on new program launches, workflows and processes. Participates in on-call rotation; responds to alerts and system issues. Skills Demonstrated ability to track down information internally and externally. Proficiency to analyze data for trends and synthesize into recommendations for training or process improvements. Experience using CRM technologies or social media management tools to create efficiencies and improve the customer experience. Solid understanding of customer engagement channels. Proficiency in creating training presentations, knowledge base articles and email templates. Demonstrates a willingness to experiment with new ideas, within acceptable boundaries. Strong communication skills, including written, verbal, and listening. Well‑organized, able to multi‑task, and adheres to deadlines. Responds promptly and accurately to customers and internal stakeholders. Understands necessity of tailoring communication to meet the needs of diverse audiences. Readily accepts constructive feedback. Actively participates in group activities and collaborates with the team. Impacts the quality and timeliness of own work. Seeks advice and guidance from more experienced Team Members. Gains trust and support of Team Members and peers. Admits mistakes; corrects them in a timely manner. Demonstrated ability to: Apply critical thinking, Investigate concerns and issues, Propose potential solutions, Correct problems and errors as directed. Uses existing procedures to resolve standard problems. Evaluates data and effectively translates findings into actionable items. Identifies customer care issues using data, and appropriately recommends potential corrective action. Generally familiar with WFM organization, business objectives, and drivers of success. Develops understanding of the WFM product mix, supply base, and retail operations. Education & Experience BA/BS degree and 0-2 years’ relevant experience OR equivalent combination of education and relevant experience. The wage range for this position is $24.35-$41.39 hourly, commensurate with experience. At Whole Foods Market, we provide 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/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. #J-18808-Ljbffr Whole Foods Market IP. L.P.