Job description
The Fresh Market & You::
Added Benefits for choosing The Fresh Market Team:
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. We are proud to be an Equal Opportunity Employer::
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 1 primary role is to be an enabler for our stores and advocate for our guests by providing helpful information, answering questions, and resolving issues and complaints. This includes, but not limited to, 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. Guest Care Rep – Level 1 also answer inquiries from stores, initiating appropriate actions to facilitate problem resolution. This position works very closely with store and field leadership as well as store support groups to both inform the business and mitigate guest issues. (099)
What You'll Do::
- Respond to all incoming calls from guests in a timely and professional manner.
- Create positive experiences for guests and store teams through excellent customer service and problem-solving.
- Work in a structured service environment, both in office and virtual when needed.
- Resolves product or operational issues by clarifying the customer’s complaint; determining the root cause; providing appropriate explanations, personalizing solutions, and following up to ensure guest satisfaction.
- Compose professional custom written correspondence to guests.
- Grow and nurture internal and external customer relationships with every interaction.
- Document pertinent guest information and case notes required for accurate reporting and insights that falls in line with Guest Care Team procedures (if they document in a system, maybe include that info).
- Field incoming requests for assistance from internal partners, open trouble tickets, facilitate problem resolution.
- Support Marketing by assisting stores with signage questions, issues, and ordering.
- Maintain acceptable performance standards, including attendance, effectiveness, efficiency, and quality.
At a minimum, what you’ll need:
- 2+ years of customer service experience.
- High school diploma or equivalent required.
- Ability to de-escalate others in a stressful situation.
- Passion for serving others, problem solving and personalizing solutions to strengthen relationships.
- Exceptional listening and relationship building skills.
- Multi-tasking.
- 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
- Retail experience
- IT Helpdesk experience / troubleshooting
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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