Purpose:Provide exceptional customer service, one client at a time, to service requests and questions with consistent representation of Cub Foods. This role is literally the voice of the brand and creates a strong connection with our customers. Works collaboratively with call center colleagues and store/office leadership to continually improve the customer experience. Responds to customer inquiries by phone, email, chat or social media in a timely manner per call center guidelines and call center hours of operation. Also processes bulk gift card orders.

Job Responsibilities and Accountabilities:

• Maintains and updates customer information.
• Communicates with customers by phone, email, online chat or social media to resolve questions and concerns.
• De-escalate issues with patience and calm demeanor.
• Completes calls and tasks timely according to established metrics
• Escalates calls to CIC Manager when necessary and appropriate.
• Tracks call-related information for auditing and reporting purposes.
• Communicates with store and office teams daily on customer related issues
• Assists with CIC projects and processes to enhance service levels
• Supports CIC team by creating a positive culture of learning and teamwork

Job Requirements:
Relevant Experience, Education, Certification, Knowledge, Skills and Abilities

• Stellar customer service skills
• Passion for the brand in order to patiently and professionally meet the needs of each customer
• Minimum 5- 8+ years relevant work experience
• Ability to handle multiple assignments/projects concurrently with tight deadlines in a fast changing environment
• Strong strategic thinking as well as detailed implementation focus
• Strong/effective written and verbal communication skills
• Strong personal computer skills
• Ability to work non-traditional business hours in order to support the hours of call center operation
• Ability to think both strategically and tactically to ensure effective and efficient customer service solutions
• Possess strong organizational, time management, prioritization and inter-personal skills, along with analytical and problem-solving abilities

Physical Requirements:

• Most work is performed in a temperature-controlled office environment
• Incumbent may sit for long periods of time at desk or computer terminal
• Incumbent may use calculators, keyboards, telephone and other office equipment in the course of normal workday
• Stooping, bending, twisting and reaching may be required in completion of job duties
• Flexible with work hours to accommodate the needs of the business

The above statements are intended to describe the general nature of the work performed by the employees assigned to this job. All employees must comply with Company policy and applicable laws. The responsibilities, duties and skills required of personnel so classified may vary within each department and/or location.

The above statements are intended to describe the general nature of the work performed by the employees assigned to this job. All employees must comply with Company policy and applicable laws. The responsibilities, duties and skills required of personnel so classified may vary within each department and/or location.

My Cub. My Way.

We provide our customers the best grocery experience period by personalizing our customers' evolving needs with innovation, convenience and by supporting the communities we serve through delivering quality, variety and fresh groceries.

At Cub we believe that diversity and inclusion are essential to our success as an organization, and we strive to create a work environment that fosters respect, fairness, and equal opportunities for all employees.

We are committed to providing equal employment opportunities to all individuals without regard to race, color, religion, creed, sex (including pregnancy, sexual orientation, gender, gender expression, or gender identity), national origin, ancestry, physical or mental disability, medical condition, age, marital status, veteran or military status, or any other characteristic protected by applicable laws. This commitment extends to all aspects of employment, including recruitment, hiring, promotions, job assignments, training, compensation, benefits, and other conditions of employment.

Cub will not tolerate unlawful discrimination or harassment of associates by anyone, including any manager, supervisor, co-worker, contractor, customer, supplier, vendor, or visitor.