Customer Support Agent

About the position

The ideal candidate is a problem solver that can easily build rapport with customers. Candidates will be eager to exceed customer expectations by using active listening skills, demonstrating empathy and advocacy, diagnosing and fully resolving issues, managing cases efficiently, using positive language, and having a passion for doing the right thing. As our customers’ first point of contact, you are the friendly voice of Chick-fil-A, providing outstanding Customer service, ownership, troubleshooting, and technical support. We’ll rely on you to listen to our customers and use your technical knowledge, creativity, and passion to meet their needs — and show them that \"My Pleasure\" is more than an expression, behind that expression we have amazing people.

Responsibilities

  • Resolves customer inquiries (technical or non-technical) via phone, online, or other support channels with speed, accuracy, and care
  • Maintain excellent attendance and schedule adherence in a shift-based environment where being in the right place at the right time is an essential part of caring for customers
  • Uses customer service competencies to actively listen, effectively communicate, solve problems, show empathy, and demonstrate ownership of all customer inquiries
  • Reviews personal scorecard metrics to ensure role performance is strong and implements improvements when needed
  • Follows standard operating procedures and is empowered to use sound business judgement to determine when exceptions need to be made
  • Manages own workload independently and efficiently
  • Quickly learns a wide variety of topics and new initiatives to provide customers with the latest and relevant solutions to their inquiries.
  • Uses knowledge to resolve customer issues and questions, and improves the knowledge articles, ensuring accuracy and quality of information
  • Leverages resources, coaching and feedback for professional development
  • Supports teammates with questions and knowledge sharing

Requirements

  • Excellent written and verbal communication skills
  • Passion for customer service and ownership of the customer experience
  • Ability to work a schedule of 1:30pm-10:00pm and rotating Saturdays
  • Available to attend 8 weeks of training on a fixed schedule
  • Robust troubleshooting and problem-solving skills
  • Strong judgement and discernment to balance stakeholder needs
  • Ability to type at least 45 WPM

Nice-to-haves

  • Customer service experience
  • Hospitality and/or Chick-fil-A restaurant experience
  • Call center experience
  • Continuous Improvement mindset
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