Shopper Experience Representative

SUMMARY

The Shopper Experience Representative (SER) is responsible for providing world-class customer service in a dynamic customer communication center environment. This role involves handling customer inquiries, resolving issues, and delivering seamless support for a variety of consumer-facing services, including loyalty programs, online shopping, digital coupons, and special-order requests.

The SER will collaborate with the Consumer Services Coordinator and Manager to ensure that each customer interaction reflects our commitment to customer satisfaction, building lasting relationships, and fostering long-term loyalty with shoppers of our nearly 300 Market 32, Price Chopper, and Tops Friendly Markets retail locations across the Northeast.

The Consumer Services team is part of the Northeast Shared Services Consumer Marketing and Analytics business unit, and plays a key role in representing the voice of the customer in broader marketing and communications decisions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Deliver world-class support to our customers, stores, and fuel stations, ensuring timely and accurate communications in line with the company’s customer service standards. Communication channels include but are not limited to phone, email, live chat, physical mail, and social media.

Provide direct assistance (technical and otherwise) with all customer-facing tools and resources, including but not limited to website, online account and profile maintenance, online shopping orders (pickup and delivery), e-catering, digital coupons, loyalty programs, marketing offers, gift card orders, and special-order requests. Escalate issues to the Consumer Services Coordinator or Manager when necessary.

Serve as a brand ambassador through the delivery of courteous and professional communication that aligns with brand voice and corporate messaging initiatives across all platforms. Adhere to approved talking points to ensure customers receive consistent and accurate information.

Accurately document customer interactions in customer databases and maintain up-to-date records, contributing to ongoing improvements in data quality and customer insights.

Be an advocate for our customers by taking ownership of assigned cases and finding quick, accurate resolutions to questions or concerns. Conduct independent research to assist customers (e.g. call stores on customer’s behalf, contact internal subject matter experts, dig into issues) when necessary. Communicate any barriers to customer resolution to department management.

Create, maintain and update records in customer databases and loyalty card systems to reflect revisions resulting from name and address changes, new residents, new stores, and new marketing initiatives to ensure accuracy in targeted programs and related applications which are dependent on accurate customer identification and data collection.

Stay informed on product recalls, store promotions, and other business updates to ensure customers are provided with current and accurate information.

Adhere to all relevant data privacy laws and corporate policies when handling customer information and fulfilling data requests.

MINIMUM QUALIFICATIONS

• Exceptional Communication Skills: Ability to clearly and empathetically communicate with customers, both verbally and in writing. English proficiency required; Spanish fluency a plus.
• Customer-Centric Mindset: Passion for delivering outstanding customer service and exceeding customer expectations in every interaction. Must have a positive, empathetic attitude and ability to “read between the lines” to address customers’ needs.
• Problem-Solving Ability: Knowledgeable in troubleshooting basic hardware, software, and/or connectivity issues; demonstrated aptitude for resolving problems efficiently while maintaining a positive and professional demeanor.
• Technological Proficiency: Comfortable navigating customer service software, CRM systems, and online customer-facing tools (e.g., apps, websites); proficient in Microsoft Office Suite.
• Attention to Detail: Able to handle complex customer requests accurately while ensuring data is meticulously recorded in internal systems.
• Adaptability: Thrives in a fast-paced environment with the ability to juggle multiple tasks and adapt to changing business needs.
• Team-Oriented: Works well in collaboration with team members to ensure consistent service levels and contributes to a positive team environment. Comfortable working as part of a large, diverse team comprised of both virtual and on-site employees.
• Reliability and Professionalism: Satisfactory performance reviews and attendance record; reliable transportation to corporate office location; ability to work with sensitive customer information and maintain confidentiality.

EDUCATION AND EXPERIENCE

• High School diploma or equivalent required.
• Minimum 1-year B2C customer service experience required; retail or hospitality environment a plus.
• Familiarity with CRM systems and customer databases a plus.
• Experience with social media platforms and online review management a plus.
• Experience in a call center or virtual customer service agent setting a plus.
• Experience with online order management, loyalty programs, or digital customer service tools is a plus.
• B2B or B2C sales experience a plus.

PHYSICAL REQUIREMENTS

OTHER REQUIREMENTS

• Office environment, with potential to work remotely one day per week at manager’s discretion if business needs allow.
• Must be willing to work evenings, weekends and holidays.