Representative 2, Customer Support Jobs

Company

Rite Aid

Job Type

Full time

Requisition

JR003794

Last Updated

2023-07-18

Department

Customer Support

Job 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.

Job Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES

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

qualifications

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

Fair Chance Act

Fair Chance Act Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the California Fair Chance Act, we will consider qualified applicants with a criminal history. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if we identify a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting the Civil Right’s Department Fair Chance Act webpage.

For more detailed information around city/state required notices, click here to access a list of disclosures.

New Jersey Law Against Discrimination (LAD)

The New Jersey Law Against Discrimination (LAD) prohibits unlawful employment discrimination based on an individual's race, creed, color, national origin, nationality, ancestry, age, sex (including pregnancy), familial status, marital/civil union status, religion, domestic partnership status, affectional or sexual orientation, gender identity and expression, atypical hereditary cellular or blood trait, genetic information, liability for military service, and mental or physical disability (including perceived disability, and AIDS and HIV status).