• Customer Service Coordinator II

    Job Location US-AZ-Phoenix
    Department
    Store Support Staff (Corporate/Field Support)
    Position Type
    Full-Time
    Requisition ID
    58770
  • Overview

     

    The Customer Relations Coordinator II receives, documents and responds to customer inquiries, suggestions, compliments and complaints with the goal of ensuring a positive customer experience. This position serves as the face of Sprouts in providing outstanding customer service promptly, accurately and consistently in order to promote customer loyalty. The CRC II provides customers with relevant information, troubleshoots issues and facilitates the resolution process by liaising with store teams and Support Office staff. The CRC II is highly competent and skilled in dealing with complex, difficult customer situations and can work with minimal supervision. The CRC II can provide guidance to newer CRC’s and assists in on-the-job training; has extensive knowledge of customer requirements, company procedures; and product/service information. The CRC II assists with reporting and trend analysis and possesses strong detail orientation. Serves in a Leader-on-Duty capacity when needed.

     

    Essential Functions

     

    • Answers a high volume of customer calls and website submittals promptly, accurately and professionally, and is skilled in dealing with difficult and complex customer situations
    • Responds to customer feedback in a prompt, professional, and friendly manner with minimal customer escalations
    • Effectively manages and prioritizes department tasks in order to maintain a consistently high level of productivity and maintain established weekly schedule for case management, follow up, case review and reporting
    • Has extensive knowledge of and stays current on customer processes, requirements, company procedures and the SOP in order to respond to a wide variety of customer inquiries and complaints
    • Creates and modifies responses for the SOP when appropriate
    • Composes customized correspondence to customers when appropriate
    • Utilizes a case management database and other information systems to manage customer cases from initial contact to resolution and closure
    • Follows up on outstanding complaints and inquiries with stores, Support Office staff and customers
    • Communicates and coordinates with internal departments, and rarely escalates calls for resolution
    • Communicates on an ongoing basis with CR Supervisor and team members to ensure that potential trends, escalations, best practices and improvements are quickly recognized
    • Continuously evaluates and identifies opportunities to drive process improvements that positively impact the customer’s experience.
    • Compiles and generates regularly scheduled and ad hoc reports, with a strong detail orientation
    • Assists in on-the-job training for newer CRC’s
    • Serves as Leader-on-Duty when needed
    • Assists with special projects as directed by CR Supervisor

    Knowledge, Skills, Abilities and Physical Requirements

    • Bachelor Degree in Communications or a related field with a minimum of four (4) years of experience in customer service; or an acceptable combination of both education and experience
    • Experience with ServiceNow or other case management platform required; experience with ShoreTel workgroups
    • Requires high energy, resilience, excellent time management skills, and the ability to prioritize, multi-task and work well in a team environment
    • Must enjoy helping people, have a patient, tactful manner and a good memory that allows for recalling product details, policies and procedures
    • Strong written and verbal communication skills and the ability to adequately and completely respond to customer inquiries
    • Strong detail orientation, decision-making and analytical abilities
    • Ability to utilize appropriate discretion and judgment in dispensing information, which may be susceptible to misunderstanding or misuse, and in escalations
    • Ability to understand the customer’s needs quickly and develop appropriate response, and to apply effective and empathetic listening in conversations with customers
    • Ability to read, comprehend, utilize and explain reference manuals
    • Strong work ethic and team player mentality
    • Knowledge of, or ability to quickly learn about, natural food products
    • Ability to work with spreadsheets and prepare reports using Excel and other applications

    Proficiency in Microsoft Office, including Word, Excel, and Outlook

    Benefits

    In addition to a rewarding career, Sprouts offers a comprehensive program to help support you and your family. These programs include:

    • Competitive pay
    • Opportunities for career growth
    • 15% discount for you and one other family member in your household on all purchases made at Sprouts
    • Flexible schedules
    • Employee Assistance Program (EAP) 

     

    Eligibility requirements may apply for the following benefits:

    • 401(K) Retirement savings plan with a generous company match
    • Affordable benefit coverage, including medical, dental vision
    • Pre-tax Flexible Spending Accounts for healthcare and dependent care
    • Company paid life insurance and short-term disability coverage

    Why Sprouts

     

    Grow with us!

    If you have a passion for inspiring people and a flair for fresh food, consider applying for a job at Sprouts! With a focus on customer service, our neighborhood grocery stores offer high-quality, farm fresh produce, natural meats, plenty of scoop-your-own bulk goods and much more in a fun, friendly, old-fashioned farmer’s market setting.  Come grow your career in healthy living with a fast-paced, rapidly growing company and teams that pride themselves on empowering others along their journey.

     

     

    The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties, responsibilities, and requirements. Sprouts’ management reserves the right to amend and change duties, responsibilities, and requirements to meet business and organizational needs as necessary.

     

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