Remote Contact Center Representative

**Job Title:** Remote Contact Center Representative **Company:** Publix Super Markets **Location:** Charlotte, North Carolina, US **Job Type:** Part-Time **Seniority Level:** Associate Level **Years of Experience:** 4

**Job Description:**

As a Remote Contact Center Representative at Publix Super Markets, you will play a crucial role in providing exceptional customer service and support to our valued customers. In this fast-paced and dynamic role, you will be responsible for addressing customer inquiries, resolving issues, and ensuring a positive experience for our diverse customer base. Your efforts will contribute to maintaining our reputation as a leading grocery retailer.

**Key Responsibilities:**

– **Customer Interaction:** Respond to customer inquiries via phone, email, and chat, providing timely and accurate information regarding products, services, orders, and store policies. – **Problem Resolution:** Address and resolve customer complaints, concerns, and requests with a high level of professionalism and empathy. Work diligently to turn a negative experience into a positive outcome. – **Documentation:** Maintain comprehensive and accurate records of customer interactions, issues, and resolutions in the customer relationship management (CRM) system. This includes updating customer accounts and logging feedback to enhance service delivery. – **Collaboration:** Work closely with team members and various departments to implement solutions and provide feedback on customer trends and issues. Share insights that contribute to improvements in contact center operations. – **Product Knowledge:** Acquire and maintain extensive knowledge of Publix products, services, policies, and promotions to effectively assist customers and promote brand loyalty. – **Resourcefulness:** Utilize various tools and resources to investigate and resolve customer inquiries effectively, including product availability, delivery status, and pricing inquiries. – **Continuous Improvement:** Participate in training sessions and team meetings, offering suggestions for process improvements and best practices to enhance both individual and team performance. – **Performance Metrics:** Meet and exceed key performance indicators (KPIs) such as average response time, customer satisfaction, and first-call resolution.

**Requirements:**

Other Jobs You May Be Interested In

– **Experience:** A minimum of 4 years of experience in a customer service or contact center role, preferably within the retail industry. – **Educational Background:** High school diploma or equivalent required; associate or bachelor’s degree preferred. – **Driven Personality:** A self-motivated and goal-oriented individual who strives for excellence in every interaction. – **Resourcefulness:** Ability to think critically and adapt to changing situations, utilizing available resources to solve problems efficiently. – **Soft Skills:** Exceptional teamwork ability, ensuring cohesive collaboration with colleagues to achieve common goals. Strong critical thinking skills to analyze customer situations and form effective solutions. – **Technical Skills:** Proficiency in using standard computer applications (e.g., Microsoft Office Suite) and contact center technologies (CRM systems, chat platforms). – **Communication Skills:** Excellent verbal and written communication skills, with an emphasis on active listening and providing clear, concise information to customers.

**Benefits:**

– Life insurance – Remote work flexibility – Relocation allowance (if applicable)

**Working Environment:**

Join a vibrant and innovative team that is committed to leading the industry through cutting-edge ideas and solutions. Enjoy the flexibility and comfort of a remote-working environment while collaborating with a passionate group of individuals dedicated to exceptional customer service.

**Application Deadline:** 2024-10-07

**Equal Opportunity Statement:**

Publix Super Markets is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability status, or any other characteristic protected by law.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.

Work Schedule

This job has the following work schedule:

Flexible

Benefits & Perks

This job has the following benefits:

Remote work flexibility