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Hours Full-time, Part-time
Location 11310 Cornell Park Drive
Blue Ash, Ohio

About this job

Company Name: Kroger General Office
Position Type: Employee
FLSA Status: Non -exempt

Line of Business: Shared Technology Services

See what life is like at Kroger Technology

at 

 

 

Additional Technology Information: 
May require evenings and weekends as part of a standard work schedule.

 

Position Summary:

Provide remote customer support for various enterprise programs and promotions, web services, store feedback/escalation and product questions for our external customers. This is accomplished by addressing questions and solving problems submitted by customers via telephone calls, emails, letters, faxes and comment cards. Provide support as a mentor for the customer service representative role.  Demonstrate the company’s core values of respect, honesty, integrity, diversity, inclusion and safety.

Essential Job Functions:
  • Answer and respond to customer inquiries, received through the Kroger toll-free number and other points of contact
  • Protect customer information in accordance with state and federal pharmacy laws, including HIPAA law and corporation standards
  • Input accurate customer data into the customer relationship management tool while speaking on the phone
  • Assist with the training and development of customer service center team members
  • Perform select advanced level functions under the direction of a customer service specialist
  • Act as a backup to the customer service specialist role as business needs require
  • Ensure that all tasks are conducted with accuracy and in a Customer 1st manner consistent with corporate policies
  • Respond to customer reply card correspondence
  • Resolve and manage difficult customer situations in a professional manner
  • Maintain and sustain established call center metrics
  • Serve as a liaison between The Kroger Co. and the customer
  • Problem-solve with a goal of first contact resolution
  • Keep managers and supervisors updated on consumer concerns and trends in product complaints
  • Maintain frequent contact with divisions, Corporate Technology, Procurement and Marketing departments, manufacturing plants, and store personnel
  • Maintain flexibility to work weekends, evenings, and holidays as part of a standard work schedule
  • Must be able to perform the essential functions of this position with or without reasonable accommodation
Minimum Position Qualifications/Education: 
  • High school diploma or GED
  • 1 year of technical or customer service center experience
  • Ability to troubleshoot basic technical issues
  • Ability to type 35-40 words per minute
  • Strong customer service background
  • Intermediate Microsoft Office skills
  • Ability to guide customers through online shopping experience
  • Ability to identify trends, accurately communicate, and escalate issues
  • Strong written and o communication skills with the ability to effectively communicate information to customers and all levels of the organization
  • Ability to organize and prioritize a variety of tasks/projects
  • Ability to work independently
  • Strong attention to detail
  • Ability to maintain composure during stressful situations
  • Work in a changing environment
Desired Previous Job Experience:
  • Store experience
  • Call center experience

Education Level: High School Diploma/ GED Required
Required Certifications/Licenses: None
Position Type: Full-Time 
Shift(s): [[mfield4]]

States: Indiana; Kentucky; Ohio
Keywords:

 

Jobs at Kroger: At Kroger, we hire people who have a passion for helping others and who want to build a relationship with our Customers. No matter what stage of your career, you can build your future at Kroger. We look for people who want more, aspire to be more and work hard to achieve their goals. Our focus on keeping the Customer first is what makes us successful. As the largest traditional grocery chain in the U.S. and one of the world's largest retailers, we employee more than 443,000 Associates across 35 states and the District of Columbia. We offer many opportunities not only in our stores, but in Manufacturing, Logistics, Marketing, Finance, Human Resources, and many other fields.

 

Company Overview
Kroger Family of Companies employs nearly 443,000 associates who serve customers in 2,796 retail food stores under a variety of in 35 states and the District of Columbia.  Kroger and its subsidiaries operate an expanding ClickList offering – a personalized, order online, pick up at the store service – in addition to 2,253 pharmacies, 787 convenience stores, 324 fine jewelry stores, 1,439 supermarket fuel centers and 38 food production plants in the United States.  Kroger is recognized as one of America’s most generous companies for its support of more than 100 Feeding America food bank partners, breast cancer research and awareness, the military and their families, and more than 145,000 community organizations including schools. Careers with The Kroger Co. and our family of companies offer competitive wages, flexible schedules, benefits and room for advancement.

 

 Posting Notes:  OH || Blue Ash || 11310 Cornell Park Drive || 45242 || Kroger General Office || [[mfield2]] || Corporate Call Center; Customer Service; Digital/e-Commerce || Employee || Non-Exempt || Full-Time || None