Associate Customer Care Specialist

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Whole Foods Market is seeking a customer care associate with a passion for social media and brand engagement. You will work closely with our third party contact center agents to provide guidance and coaching on high level escalations. You’ll triage customer feedback and brand harm moments to internal business partners to help mitigate risk for the Whole Foods Market brand.

Responsibilities:

  • Oversee high level escalations and make sound judgment calls that align with the brand, escalation and customer service policies for social media customer related issues
  • Ability to multi-task in a fast-paced environment and capable of moderating a high volume of inbound content
  • Proactively look for ways to improve internal processes, and platform automations
  • Research customer inquiries and escalations using internal Knowledge base and through connecting with internal business partners
  • Use problem solving, analytics, and intuitive skills to follow logic and offer customer solutions
  • Ensure the Whole Foods Market brand’s voice and vision is present in all social care responses
  • Audit agent responses and provide feedback and coaching when needed.
  • Oversee social care agent metrics to ensure agent performance is on track with business KPIs

Knowledge, Skills & Abilities

  • 4-year degree preferred or equivalent experience
  • 2 years social media experience
  • Outstanding customer service skills including excellent verbal communications skills, strong writing skills, calm and collected demeanor, superb follow through, ability to focus in high pressure situations, great capability to research and track down information internally and externally
  • In depth understanding of Social Media channels (Facebook, Instagram, Twitter, etc) and current social media trends
  • Experience with Salesforce and/or Khoros is a plus
  • Ability to multitask and prioritize in high pressure situations
  • Genuine desire to solve problems, help people and see cases through to resolution
  • Highly adaptable to changing priorities
  • Passion for Whole Foods Market’s mission and core values
  • Knowledge of natural food industry and current food issues
  • Provide on-call coverage as required

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.

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Location

Located in the heart of downtown Austin, we've been a mainstay in the Austin community since 1980.

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