Consumer Call Center Representative - Fresh Express

The Consumer Call Center Representative handles consumer inquiries, requests, and complaints for Fresh Express Salad & Healthy Snacking products in a manner that provides the highest level of customer satisfaction.

This position is a mid-level Representative position requiring demonstration of skills and expertise to handle more difficult/complex consumer interactions and departmental projects.

Duties and Responsibilities:

• Handle calls, emails, and letters for all salad & healthy snacking business, responding to consumer inquiries, requests, and complaints on a wide range of topics.
• Interface with company personnel, utilize varied resources, as appropriate, to provide consumers/ customers with information and resolution. Draft written responses to consumer complaints.
• Assist in troubleshooting, problem solving and handling more complex or involved contacts.
• Utilize Emplifi software system to report, track claims, analyze trends and conduct analysis on consumer complaints.
• Handle social media claims and escalated calls, emails, and correspondence.
• Generate and prepare reports for Management team, including trend analysis.
• Maintain a high level of performance quality and efficiency in all areas of assignments consistent with company/departmental standards and requirements.
• Responsible for training employees.

Required Skills:

• Computer literate (MS Office: Excel, Word, and PowerPoint) and able to learn new applications quickly and independently.
• Must have excellent verbal and written communication skills, sound judgment and problem-solving capability
• Ability to interface skillfully and professionally with consumers, customers, and company personnel.
• Ability to prioritize duties in a changing environment and still meet business objectives.
• Must be a quick learner and a self-starter, remaining focused and capable of working with minimal supervision.
• Pleasant, tactful, empathetic, confident manner is essential to deliver high quality service.

Required Education:

Associate degree in related field or equivalent experience

Required Experience:

Minimum 5 years' customer service experience.

Other Information:

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed, as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.