Lead Service Center Agent

Overview

Who We Are: 

At Raley’s, we’re all about infusing life with health and happiness by changing the way the world eats, one plate at a time. We take our passion for great food and world class customer service to the next level. Every day we come into work knowing that what we do is making a difference in the lives of our customers. Evolving beyond the definition of what an ordinary grocery store can be, we’re bringing a fresh take on the idea of living well to the communities we serve and live in. We’re dedicated to supporting healthy and happy team members, customers and communities – and we’re looking for the same kind of passionate people to join our team, grow with us and share our purpose. 

 

What Will You Do:

As the Lead Raley’s Service Agent, you will provide excellent customer service and lead a team of other agents at the Raley's Service Center (RSC) to do the same! The Lead Service Agent serve as the first point of escalation for all customer service issues and delegates to other members of the team. As a member of the broader Marketing team, this role also assists with print shop projects that require support from time to time. Ultimately, the main priorities for the Lead Service Agent will be to increase customer satisfaction, loyalty, and retention while maximizing customer long-term value to Raley’s.

Perks & Benefits

• Competitive compensation, paid weekly
• Retirement Benefits
• Medical, dental, and vision insurance for yourself and eligible dependents
• Tuition Reimbursement for qualified courses
• Scholarship opportunities for continued education
• Family leave and paid time off
• Store discount programs (10% off household groceries, free items)
• Discounts to amusement parks, gym memberships, mobile phone plans, etc. 
• Employee Assistance Program (free financial, legal, and mental health services)
• Fun work environment where you have the opportunity to nourish your community.

Compensation

The range displayed reflects the range the company reasonably expects to pay for the position. The actual compensation offered to the selected individual(s) will depend on their relevant education, training, or experience, among other bona fide factors.

Expected Minimum Pay Rate

USD $21.68/Hr.

Expected Maximum Pay Rate

USD $27.37/Hr.

Responsibilities

Who You Are:

You genuinely aim to please customers.

You have high expectations for quality customer service and can coach and mentor others to do the same.

You are patient and kind and can empathize with others, store team members and customers alike

You are a master juggler, multi-tasking and taking in different information  

You collaborate with others and communicate effectively.

You use excel and other Microsoft software.

You can hold others accountable to service-level-expectations

You like to analyze data to determine where changes can be made and you like to try new ways to support the customer experience.

You are agile and like to work in a fast-paced and FUN environment!

How you align with our FAMILY values:

 

Fearless: You’re not afraid to share creative ways to meet customer needs.

Accountable: You value transparency and you’re dependable.

Meaningful: You are good listener and you desire to make a positive and lasting impression on others.

Inspiring: You’re positive and adaptable.

Learning: You're constantly learning new ways to inspire and motivate others.

YOU: You make a difference by engaging with people and have an innate desire to help.

Qualifications

EDUCATION AND EXPERIENCE:

• Associate degree plus three to five years (3-5 years) of customer service experience in a contact center
• OR the equivalent combination of education, training and experience.
• Experience in a contact center environment
• Working knowledge of Social Media platforms

 

SKILLS/ABILITIES:

• Discern issues and provide solutions.
• Provide effective coaching and training to others.
• Excellent data entry skills.
• Working knowledge of printing and shipping procedures.
• Bilingual skills a plus.

 

PHYSICAL DEMANDS - Employees may occasionally experience the following physical demands for extended periods of time:

• Extended time spent sitting and keyboarding.
• Viewing computer monitor constantly.
• Lifting boxes and/or equipment up to 10 lbs.
• Frequent telephone usa