Northeast Shared Services · 7 hours ago
Shopper Experience Representative
Williamsville, NY
Full-time
Hybrid
Entry Level
$17.08/hr - $25.61/hr
1+ years expNortheast Shared Services is seeking a Shopper Experience Representative to provide world-class customer service in a dynamic customer communication center environment. This role involves handling customer inquiries, resolving issues, and delivering seamless support for various consumer-facing services, while collaborating with management to ensure customer satisfaction.
Retail
Responsibilities
Deliver world-class support to our customers, stores, and fuel stations, ensuring timely and accurate communications in line with the company’s customer service standards. Communication channels include but are not limited to phone, email, live chat, physical mail, and social media
Provide direct assistance (technical and otherwise) with all customer-facing tools and resources, including but not limited to website, online account and profile maintenance, online shopping orders (pickup and delivery), e-catering, digital coupons, loyalty programs, marketing offers, gift card orders, and special-order requests. Escalate issues to Senior Reps, Consumer Services Leads or Managers when necessary
Serve as a brand ambassador through the delivery of courteous and professional communication that aligns with brand voice and corporate messaging initiatives across all platforms. Adhere to approved talking points to ensure customers receive consistent and accurate information
Accurately document customer interactions in customer databases and maintain up-to-date records, contributing to ongoing improvements in data quality and customer insights
Be an advocate for our customers by taking ownership of assigned cases and finding quick, accurate resolutions to questions or concerns. Conduct independent research to assist customers (e.g. call stores on customer’s behalf, contact internal subject matter experts, dig into issues) when necessary. Communicate any barriers to customer resolution to department management
Create, maintain and update records in customer databases and loyalty card systems to reflect revisions resulting from name and address changes, new residents, new stores, and new marketing initiatives to ensure accuracy in targeted programs and related applications which are dependent on accurate customer identification and data collection
Stay informed on product recalls, store promotions, and other business updates to ensure customers are provided with current and accurate information
Qualification
Required
Exceptional Communication Skills: Ability to clearly and empathetically communicate with customers, both verbally and in writing. English proficiency required
Customer-Centric Mindset: Passion for delivering outstanding customer service and exceeding customer expectations in every interaction. Must have a positive, empathetic attitude and ability to 'read between the lines' to address customers' needs
Problem-Solving Ability: Knowledgeable in troubleshooting basic hardware, software, and/or connectivity issues; demonstrated aptitude for resolving problems efficiently while maintaining a positive and professional demeanor
Technological Proficiency: Comfortable navigating customer service software, CRM systems, and online customer-facing tools (e.g., apps, websites); proficient in Microsoft Office Suite
Attention to Detail: Able to handle complex customer requests accurately while ensuring data is meticulously recorded in internal systems
Adaptability: Thrives in a fast-paced environment with the ability to juggle multiple tasks and adapt to changing business needs
Team-Oriented: Works well in collaboration with team members to ensure consistent service levels and contributes to a positive team environment. Comfortable working as part of a large, diverse team comprised of both virtual and on-site employees
Reliability and Professionalism: Satisfactory performance reviews and attendance record; reliable transportation to corporate office location; ability to work with sensitive customer information and maintain confidentiality
High School diploma or equivalent required
Minimum 1-year B2C customer service experience required; retail or hospitality environment a plus
Preferred
Spanish fluency
Familiarity with CRM systems and customer databases
Experience with social media platforms and online review management
Experience in a call center or virtual customer service agent setting
Experience with online order management, loyalty programs, or digital customer service tools
B2B or B2C sales experience
Company
Northeast Shared Services
Northeast Shared Services proudly serves Price Chopper/Market 32 Supermarkets and Tops Markets
10001+ employees
Funding
Current Stage
Late StageTotal Funding
unknown2021-11-09Acquired
Leadership Team
Scott Kessler
EVP, Chief Information Officer
Recent News
Albany Business Review
2025-03-04
Company data provided by crunchbase