Impact

We are seeking highly motivated customer service-oriented individuals to join our Experience Team as Customer Care Associates. In this role, you will serve as the voice of Shipt, providing support to our members, shoppers, drivers, and partners in each city we operate. You will assist shoppers and drivers with any challenges they encounter, listen to customers as they express their satisfaction with their deliveries, and promptly address any issues that may arise with their experience. Your primary goal is to resolve all of our customer inquiries with efficiency and quality to ensure our loyal customers, shoppers, and drivers are highly satisfied.

What You’ll Need to Be Successful

Your Responsibilities:

• Understand and strive to meet or exceed call center metrics while consistently providing excellent customer service: Average Handle Time, Quality, Customer Satisfaction, and Productivity Measures.

• Communicate with members, shoppers, and drivers via email, chat, and phone. This includes inbound and outbound campaigns, including cold calling.

• Educate and assist members, shoppers, and drivers throughout their journey

• Gather customer feedback and document it in compliance with internal protocols, processes, and policies.

• Troubleshoot and report app bugs and issues

• Effectively handle order-related issues with a sense of urgency

• Resolve unexpected problems promptly to ensure accurate and timely deliveries

• Strong time management skills, including effectively prioritizing compliance with timekeeping responsibilities and impeccable schedule adherence.

• Attend On-Site required scheduled activities in accordance with the company’s hybrid work policy.

• Maintain flexible working hours, including weekends
   

Requirements:
 

• This position is non-exempt from overtime under federal wage and hour laws

• Reliable access to internet bandwidth requirements for our internal systems.

• Must live within a 50-mile radius from Shipt’s Birmingham office.

• Bachelor's Degree or equivalent experience is preferred

• Language Proficiency: English

• Strong typing speed and accuracy ( 50+ words per minute)

• Excellent writing skills, with a keen eye for grammar

• Ability to multitask and think quickly to provide effective solutions

• Upholding Shipts’ values of strong integrity and ethical responsibility

• Technical proficiency and familiarity with social media platforms, Apple Products, and troubleshooting technical issues.

• Strong communication, problem-solving, and time-management skills.

• Empathy, patience, teamwork, and collaboration.

Nice to Haves:
 

• Previous call center experience or experience in a customer service support role is a plus but not required

• Help Desk, Client Service, Customer Service, or other professional Certifications

• Spanish Proficiency
   

This is a full-time, 40-hour-per-week hybrid role based in our Birmingham, AL office. As a customer care associate, flexibility is essential, and team members should be willing to work various shifts based on business needs. The Experience Team's office hours are Monday to Sunday, from 5 AM to 11 PM. You will have the option to choose between two scheduling options: either 8 hours a day, 5 days a week, or 10 hours a day, 4 days a week. Both options include a one-hour unpaid break and two 15-minute paid breaks. Sunday is the busiest day of the week typically, and weekends in general are very busy. Weekend work is expected, and we are often all hands on deck.The training schedule, which is the first 4 weeks, will be ONSITE Monday- Friday 9am-6pm CT. Pay is $20.25 per hour.

Work Arrangement

Shipt considers candidates located near a Shipt office or workspace in Birmingham, San Francisco, or Minneapolis to be hybrid, which means that they have the flexibility to work from home (with leader approval) or at a Shipt office in order to facilitate the ability to innovate, collaborate, and spark team connections. In-office expect