Customer Support Representative
2 weeks ago
Overview:
At Chick-fil-A, we strive to provide an exceptional customer experience every day. However, sometimes things don't go as planned. That's where you come in - as a Customer Support Agent I, you'll be the friendly voice of Chick-fil-A, providing outstanding customer service, troubleshooting, and technical support.
Responsibilities:
- Resolve customer inquiries via phone, online, or other support channels.
- Use our Customer Support Management system to open cases, research common answers, resolve issues, and document case notes.
- Apply customer service competencies to actively listen, effectively communicate, solve problems, show empathy, and work efficiently in different systems and support channels.
- Continuously learn and practice customer service skills.
- Follow standard operating procedures and use sound business judgment to determine when exceptions need to be made.
- Effectively tailor communication style to differing audiences.
- Manage own workload independently and efficiently.
- Quickly learn a wide variety of topics and new initiatives to provide customers with the latest and relevant solutions to their inquiries.
- Problem solve and troubleshoot a variety of issues using technology and multiple customer support systems.
- Research and grasp technical and non-technical information across multiple tools while talking to customers.
- Acquire new skills in technical troubleshooting as necessary.
- Share expertise with others as necessary.
- Maintain relevant Knowledge Centered Services training and certification.
- Use knowledge to resolve customer issues and questions, ensuring accuracy and quality of information.
- Leverage Quality Assurance feedback for personal and professional development.
- Review KPIs as necessary to ensure role performance is adequate and implement improvements as necessary.
Requirements:
- Earned an Associate's Degree or actively enrolled in an undergraduate four-year degree program.
- Experience supporting customers via phone, online, chat, or in-person.
- Available to attend 8 weeks of training on a fixed schedule.
- Ability to work 8.5 hour shifts that begin at 1:30PM EST Monday - Friday with a Saturday rotation.
- Successful completion of initial training.
- 90 day probationary period following training during which performance is periodically evaluated.
- Dependable for work schedule.
- Passion for customer service and ownership of the customer experience until full resolution.
- Excellent emotional intelligence, excellent written and verbal communication skills.
- Ability to be resilient.
- Aptitude for acquiring new technical and non-technical skills.
- Ability to type at least 45 WPM.
Preferred Qualifications:
- Earned a Bachelor's Degree in business or other related fields.
- 0-2+ years Help Desk/Call Center experience.
- Customer Service experience.
- Hospitality and/or Chick-fil-A restaurant experience, a plus.
- Fluent in English and Spanish.
- KCS Certified.
Travel Requirements: 10%
Required Level of Education: Associate's Degree
Preferred Level of Education: Bachelor's Degree
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