Representative 2, Customer Support Jobs

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.

Essential Duties And Responsibilities

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