Whole Foods Market is seeking a passionate customer service professional to provide outstanding customer service to our shoppers.
As an Associate Customer Care Specialist, you are part of the core team that serves as the eyes, ears and voice of/to the WFM customer. In this role, you will engage with customers across WFM global channels and share insights with stakeholders across the business. You are a self-starter, curious, passionate about outstanding customer service, and highly motivated. Making people feel heard and happy is important to you. You are likely obsessed with food —and you love Austin, TX.

:

• Serve as the digital products and data privacy subject-matter expert in all interactions with Global Marketing and other partners throughout the organization.
• Create the training materials, knowledge articles and email template supporting customer care for the retail and store experience programs.
• Collaborate with internal teams and third-party contact center partner to identify workflow and process improvements to provide an exceptional experience for the customer.
• Serve as the Global escalation point for customer complaints and issues concerning Whole Foods Market’s retail and store experience program.
• Train internal team and, when required, third-party agents, on retail and store experience care workflow and processes.
• Monitors quality of contact center agent responses in assigned program area and provides feedback as needed
• Manage the workflow for customer service queries routed to other teams with a focus on driving timely responses.
• Prepare reports for business partners on retail and store experience care volume and key issues.
• Identify trends in retail and store experience care.

The Ideal Candidate Has: 

• Exceptional customer service skills and a firm commitment to putting the customer first.
• 2-4 years of experience in customer service with at least a year of proven experience concerning complaints about retail programs.

• Experience with issues management and working closely with PR to mitigate brand harm.
• Demonstrated ability to coordinate with vendors and/or remote teams.

• Well-organized, able to multi-task, and adheres to deadlines.
• Creative, diplomatic, cool under pressure, and fantastic interpersonal skills.

• Experience using CRM technologies (like Salesforce) to create efficiencies and improve customer experiences.

• Attention to detail and delivery of high-quality work.
• High intellectual curiosity, drive, determination, self-confidence, and persuasion skills.
• Ability to work independently, lead cross-functional teams, and design & implement projects in a fast-paced, evolving environment.

This position is located in Austin, TX. Relocation assistance is not available.

At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.