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Overnight (12am-9am) Contact Center Rep - Social Media Care

4 months ago

San Antonio, United States H-E-B Full time

Responsibilities At H-E-B, you may be surprised to find designers, buyers, lawyers, architects, and medical staff who support our Partners and our Customers, but our Contact Center is often their first stop when they need direction or help--with everything from payroll and benefits for Partners to check services and social media inquiries for Customers. If you're a natural for customer service, and you can uphold H-E-B brand values across internal and external audiences, you'll fit right into our team.As a Contact Center Rep, you'll serve our customers and Partners by triaging incoming calls and responding to basic Contact Center service requests.Once you're eligible, you'll become an Owner in the company, so we're looking for commitment, hard work, and focus on quality and Customer service. 'Partner-owned' means our most important resources--People--drive the innovation, growth, and success that makes H-E-B The Greatest Omnichannel Retailing Company. Do you have a:HEART FOR PEOPLE... willingness to go above and beyond to help Customers and your work Team?HEAD FOR BUSINESS... a desire to work in a fast-paced, hands-on environment?PASSION FOR RESULTS... drive and initiative to resolve Customer issues?We are looking for:- natural customer service skills / qualities- ability to contribute positive energyWhat is the work?Customer Service:- Handles basic inbound and outbound calls for one or more of the following service areas:-- Partner inquiries: Benefits, 401K, PeopleSoft, payroll, PSP, corporate cards, Partner texts, verifications, W-2, HR guidelines, learning center, My Career, drugfree, escalations-- Customer inquiries: Customer Relations, points club rewards, check services, VPP, digital coupons, switchboard operator, eCom, social media channels, BBB- Triages, documents, and routes calls appropriately- Learns foundational knowledge and skill sets of a Customer Service Rep- Provides simple trouble-shooting information to callers- Follows escalation SOPs- Completes basic data entry- Relies solely on instructions, pre-established guidelines, and procedures, and training from Sr Specialists / Leads- Reports to Lead or Manager; under immediate supervision- Upholds H-E-B brand values with internal and external touch points What is your background? - High school diploma, or equivalent- 0+ years of experience in a contact center environmentDo you have what it takes to be a fit as an H-E-B Contact Center Representative?- Communication skills- Organization, time-management, and attention to detail skills - Ability to contribute positive energy- Eagerness to learn and demonstrate proper phone / email etiquette- Team performance mentality- Natural customer service qualitiesCan you...- Function in a fast-paced, retail, office environment- Work extended hours / rotating schedules, if needed; sit for extended periods01-2016 Responsibilities At H-E-B, you may be surprised to find designers, buyers, lawyers, architects, and medical staff who support our Partners and our Customers, but our Contact Center is often their first stop when they need direction or help--with everything from payroll and benefits for Partners to check services and social media inquiries for Customers. If you're a natural for customer service, and you can uphold H-E-B brand values across internal and external audiences, you'll fit right into our team. As a Contact Center Rep, you'll serve our customers and Partners by triaging incoming calls and responding to basic Contact Center service requests. Once you're eligible, you'll become an Owner in the company, so we're looking for commitment, hard work, and focus on quality and Customer service. 'Partner-owned' means our most important resources--People--drive the innovation, growth, and success that makes H-E-B The Greatest Omnichannel Retailing Company. Do you have a: HEART FOR PEOPLE... willingness to go above and beyond to help Customers and your work Team? HEAD FOR BUSINESS... a desire to work in a fast-paced, hands-on environment? PASSION FOR RESULTS... drive and initiative to resolve Customer issues? We are looking for: - natural customer service skills / qualities - ability to contribute positive energy What is the work? Customer Service: - Handles basic inbound and outbound calls for one or more of the following service areas: -- Partner inquiries: Benefits, 401K, PeopleSoft, payroll, PSP, corporate cards, Partner texts, verifications, W-2, HR guidelines, learning center, My Career, drugfree, escalations -- Customer inquiries: Customer Relations, points club rewards, check services, VPP, digital coupons, switchboard operator, eCom, social media channels, BBB - Triages, documents, and routes calls appropriately - Learns foundational knowledge and skill sets of a Customer Service Rep - Provides simple trouble-shooting information to callers - Follows escalation SOPs - Completes basic data entry - Relies solely on instructions, pre-established guidelines, and procedures, and training from Sr Specialists / Leads - Reports to Lead or Manager; under immediate supervision - Upholds H-E-B brand values with internal and external touch points What is your background? - High school diploma, or equivalent - 0+ years of experience in a contact center environment Do you have what it takes to be a fit as an H-E-B Contact Center Representative? - Communication skills - Organization, time-management, and attention to detail skills - Ability to contribute positive energy - Eagerness to learn and demonstrate proper phone / email etiquette - Team performance mentality - Natural customer service qualities Can you... - Function in a fast-paced, retail, office environment - Work extended hours / rotating schedules, if needed; sit for extended periods 01-2016