03-135 CORPORATE CUSTOMER RELATIONS SUPERVISOR
- 📁
- Hourly
- 💼
- CORPORATE
- 📅
- Jan 20, 2025 Post Date
BASIC PURPOSE: Supervise the part-time CR associates which includes reporting data, scheduling of associates, system administration, associate coaching and evaluations and assist the Customer Relations Manager with miscellaneous job duties Primary responsibility is to respond to calls and emails pertaining to compliments, complaints, promotions, inquiries, suggestions, and requests for all types of general information. Responsible for processing party to go and gift card orders and payment.
ESSENTIAL JOB FUNCTION: (Primary accountability for specific functions and results. The list of essential functions is not exhaustive and may be supplemented or changed as necessary.)
• Schedules shifts for all part time representatives.
• Determines tasks for the part time reps and follows up to ensure customer satisfaction.
• Answers customer calls to toll free number in courteous and professional manner.
• Monitors calls and activity for all PT reps to be certain we are following policy and procedures.
• Provides necessary written responses to customers accurately and efficiently through letters or emails.
• Assists with system administrative tasks
• Drafts letters for company executives and responds to customer letters as directed by Department Manager.
• Accurately evaluates customer issues to discern the root cause of the customer issue, question or problem.
• As Supervisor, effectively diffuses customer anger, including assessment of necessary steps to provide resolution to customer issue.
• Collaborates with other customer relations staff, store, regional and/or corporate management as required to identify proper action for customer satisfaction.
• Reports on customer issues on a weekly, period, and quarterly basis.
• Follows up with store and regional management to ensure proper resolution on customer complaints with regard to store operation issues and communicate on weekly case text
• Process orders for Harris Teeter gift cards for companies, customers and internal associates, including fulfillment, invoicing and receipt of payment.
• Responsible for all customer continuity/promotion redemption
• Conducts customer follow up surveys and responds to VIC surveys
• Handles VIC card replacements for customers as required
• Updates VIC database with correct addresses and phone numbers as required. Maintains integrity of the VIC database.
• Contacts customers and returns keys to customers who can be identified by VIC card
• Accurately classifies/records customer information into ePowerCenter/VIC database to ensure that information is properly tracked and recorded for company measurement tools.
• Advises store and/or regional management on handling of customer issues.
• Adapts to performance standards of required call volume, quality of responses and other customer satisfaction measurements and understands that performance will be monitored.
• Exercises proper discretion and judgment based on facts and circumstances, in providing customer financial compensation in order to rectify complaints and retain loyal customers.
• Understands and communicates corporate policies, procedures, promotions, and processes to customers.
• Performs clerical duties and provides project assistance to Director, Managers and Marketing as required.
• Issues gift cards/electronic coupons for customer satisfaction.
• Communicates all HT policies and provides input to revise such policies.
• Undertakes special projects involving analysis and research, summarizes findings and makes recommendations to Manager as appropriate.
MANDATORY JOB QUALIFICATIONS:
• Minimum of High School diploma and related work experience
• Ability to work on nights and weekends as required
• Ability to handle multiple tasks and work in potentially stressful and fast paced environment
• Ability to handle and resolve difficult customer issues in a courteous and professional manner
• Ability to effectively communicate with store managers, regional personnel, and corporate staff regarding customer issues
• Excellent interpersonal skills and strong desire to satisfy our customers
• Ability to use proper discretion and judgment in handling customer issues
• High degree of proficiency in using windows based software, including word processing.
• Excellent written and oral communication skills
• Extensive knowledge of company and store operations policies and procedures
• Effective interpretation and communication of policies to resolve customer issues
• Strong organizational skills
• Ability to meet company attendance requirements and perform essential job functions
• Ability to handle complex assignments and special projects as requested
PRINCIPAL WORKING RELATIONSHIPS:
Manager of Customer Relations, Director of Customer Relationship Marketing
SECONDARY WORKING RELATIONSHIPS:
Store Management, Regional and District Management; VIC Marketing Management, corporate departments such as Quality Assurance, Risk Management, Check Services, Advertising, Merchandising
Benefits
You will be eligible for Harris Teeter’s group benefit plans that pertain to your position upon the completion of applicable waiting periods. Your eligibility for these benefits is subject to the terms of the applicable plan and Harris Teeter policy.