Our mission is to make everyday eating extraordinary for our guests. We create a warm, welcoming, memorable experience with exceptional, personal service. We’re looking for a new team member who strives for excellence and brings positive energy, commitment, and a “can-do” attitude to work every day. We value teamwork and celebrate our successes as a team and will value your contribution!

Added Benefits for choosing The Fresh Market Team:

• Team member discount up to 40%
• Health, Dental & Vision insurance available for individual, spouse, partner, and family.
• 401K contribution and match for part-time and full-time team members.
• Personal time off and additional time off purchase plans available
• And much more!

The Guest Care Rep – Level 2 primary role is to manage workflows, service levels, and conduct root cause analysis for the Guest Care Team. This includes, but not limited to, monitoring incoming volume from all internal and external sources and platforms while providing direction to the team regarding workload and service levels. This position also supports the team by responding to external guest inquiries received via website, phones, letters, emails, social media, and comment cards to resolve service and product related issues, strengthening guest relations and retention. The senior specialist also works closely with stores and other internal partners in a leadership capacity, providing support, consultation, problem solving, report generation to help mitigate issues and inform the business.

• Ensure all incoming calls and web cases from guests are resolved in a timely and professional manner to achieve service level goals.
• Provide coaching and assistance to team members on an ongoing basis.
• Hire, onboard and train new Guest Care Reps – Level 1.
• Act as first point of escalation for difficult (level 2) internal and external customer situations.
• Conduct regular quality audits for the team to monitor adherence to process, procedures and documentation and that guest communications meet our high standards for accuracy and completeness. Provide appropriate feedback to team and department manager regarding results.
• Act as a team lead in the absence of the manager.
• Appropriately escalate issues internally and follow-up.
• Ensure positive experiences for both guests and team members are achieved through real-time monitoring and reporting.
• Work in a structured service environment, both in office and virtual when needed.
• Grow and nurture internal and external customer relationships with every interaction.
• Maintain acceptable performance standards, including attendance, effectiveness, efficiency, and quality.

QUALIFICATIONS

At a minimum, what you’ll need:

• 5+ years of customer service experience.
• High school diploma or equivalent required.
• Familiarity with CRM software platforms.
• Strong conflict resolution skills.
• Exceptional listening and relationship building skills.
• Ability to work cross functionally to achieve goals, service levels and problem solving.
• Effective and accurate problem-solving skills and ability to apply common sense business understanding to research and respond to internal/external guests.
• Strong verbal and written communication skills.
• Proficiency in MS Office environment.

Preferred qualifications:

• Successful experience in the grocery industry with a passion for building guest loyalty.
• Senior level customer service position experience.
• Retail experience.
• Bilingual in English and Spanish.

REASONABLE ACCOMMODATIONS: Consistent with applicable laws, TFM will make reasonable accommodations for qualified applicants and team members, unless doing so would result in an undue hardship to TFM. This guiding principle applies to all aspects of employment, including hiring and job assignment, compensation, discipline, termination, and access to benefits and training.

Qualified applicants will receive consideration for employment without regard race, color, creed, religion, age, sex, gender, sexual orientation, gender identity, pregnancy and related medical conditions, national origin, genetic information, uniformed service, veteran status, disability, or any other basis prohibited by federal or state law.

The statements in this job description are provided to describe the general nature and level of work expected in this role. While these statements include the essential functions of the job, they are not intended to be a complete list of all responsibilities, duties and skills required. As we work as a team, there may be times team members are needed to perform duties outside of their normal responsibilities based on business needs.

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