Customer Support Representative

2 weeks ago

Atlanta, Georgia, United States Chick-fil-A Full time
Customer Support Agent I

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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