Customer Support Representative 2 - Remote

EDUCATIONAL, CERTIFICATE and LICENSE REQUIREMENTS:

• Associate’s Degree (AA) Business preferred.
• H.S. Diploma or General Education Degree (GED) required.

#LI-Remote
JOB DESCRIPTION:
SUMMARY
The primary purpose of this position is to maintain a best-in-class customer experience, building customer loyalty and retention by providing a premier level service experience for all customer inquiries, concerns, and issues received from all Rite Aid's customer contact channels. The incumbent is also required to perform all tasks in observance of Rite Aid’s brand and strategy and adhere to our core values and service attributes.
ESSENTIAL DUTIES AND RESPONSIBILITIES

• Show initiative in assistance with training and development of CSRIIs by shadowing and other stretch assignments to help support departmental consistency
• Perform follow-up tracking of forwarded customer inquires to ensure that all requests are addressed.
• Assist customers with Rite Aid’s web sites including online shopping and mobile applications.
• Collaborate with other Rite Aid associates to help answer customer inquiries, resolve issues, or solve service related concerns.
• Escalate customer issues to a higher-level Customer Support staff member when necessary.
• Engage and educate customers on all Wellness+ loyalty programs, promotions and customer specific offers.
• Research and resolve complex customer situations
• Maintain phone and web queue availability as required to meet service standards.
• Provide friendly, engaging experiences through verbal and written communication for every customer interaction striving for first contact resolution.
• Multi-task between Rite Aid’s customer contact channels to field customer inquiries, concerns, or issues to ensure individual and department performance goals are achieved for all channels
• Enter summary notes into the customer record and, if appropriate, forward data to the appropriate field or corporate management associate for resolution.
• Verify customer records for accuracy and update as necessary.