Description:

Customer Service Specialist Classification: Non-Exempt Reports to: Customer Service Lead JOB DESCRIPTION Position Summary: Our success depends upon our ability to provide the highest level of service to our customers. The Customer Service Specialist will oversee the intake, investigation, and resolution of all customer-related complaints. They work directly with customers to answer their calls, email communications, social media postings, or paper mail. They will also work with the parties involved to investigate the root cause and develop a solution. We serve as the primary contact between their inquiry and concern and a satisfactory resolution while also building trust. The ideal candidate can listen patiently and attentively while using positive language and maintain a professional demeanor even while under pressure. Ultimately, impacting the company’s bottom line by problem-solving and turning dissatisfied customers into repeat customers. ESSENTIAL JOB FUNCTIONS, DUTIES, AND RESPONSIBILITIES: • Able to consistently and thoroughly follow the process and steps for handling customer complaints. • Answers incoming customer calls regarding purchases, product concerns, comments, or inquiries on service. • Actively listen to our customers; demonstrate patience and empathy. • Use positive language to support their feedback, appreciate their business, and will assist in getting their concern/comments to the appropriate channels. • Provide customers with a positive attitude through phone and digital communications where appropriate. • Be able to follow up and ask appropriate questions to understand the full scope of the complaint. • Identifying and assessing customers’ needs to achieve satisfaction. • Document all customer calls and digital communications by completing internal Customer Complaint/Comment Report and follow communication and resolution procedures. Document all calls accurately and thoroughly. • Discuss the complaint with the appropriate resource promptly, gather the cause of the problem, and receive approval on the best solution to solve the problem. • Returning customer calls to provide a resolution and instructions; following up to ensure resolution was met to the customer’s satisfaction. • Responsible for maintaining a high level of professionalism with customers and establishing a positive rapport with every caller. • Update customer information in the customer service database during and after each call. • Access and analyze third-party reports to create Vallarta custom reports as assigned. • Be flexible to manage other assignments as they come up. Knowledge and Skills • A passion for delivering Extraordinary Customer Service, with all the personal qualities, requires warmth, empathy, optimism, team orientation, and conscientiousness. • Ability to always remain professional and courteous with customers. • Must be able to understand, read and write English and Spanish with accuracy. • Proficiency with Microsoft Office Suite (Excel, Word, and Outlook) • Strong typing skills; minimum 55 words per minute average without errors. • Strong work ethic with an enthusiastic spirit, a high degree of energy, focus, self-motivation, and flexibility. • Exceptional verbal and written communication skills, with the ability to interact effectively with customers over the phone and creatively prepare response letters. • Confident at troubleshooting and use assertive skills to investigate if they don’t have enough information to resolve customer complaints. • Must be able to prioritize work and manage time effectively; the ideal candidate thrives in a fast-paced, multi- faceted environment. • Must have a thorough knowledge of the organization’s services and products and relate details to its customers and members. • Must be able to respond to customer complaints, requests, and inquiries professionally and timely. • Analytical and problem-solving skills. • Ability to work independently and as part of a team. • Excellent time management, organizational, and multitasking skills with attention to detail. • Work well with others. Required Education and Experience • 1-3 years of relevant work experience in Customer Service, handling customer complaint calls. • Experience with resolving complex customer care issues. Position Type/Expected Hours of Work This is a non-exempt level position, must work full time, 8:00 am – 5:00 pm Monday – Friday; some Saturdays as needed.

Requirements:

Required Education and Experience • 1-3 years of relevant work experience in Customer Service, handling customer complaint calls. • Experience with resolving complex customer care issues.

Additional Info:

This is a non-exempt level position, must work full time, 8:00 am – 5:00 pm Monday – Friday; some Saturdays as needed. California Consumer Privacy Act (“CCPA”) Notice to Applicants This notice explains to you, pursuant to the California Consumer Privacy Act (“CCPA”), how Vallarta Supermarkets (“Vallarta,” “the Company,” “we,” “us,” and “our”) may collect your information in relation to your application for employment and potential employment with us. For purposes of this notice, “Personal Information” means information that identifies, relates to, describes, is capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular California resident or household, or as otherwise defined under the CCPA. “Personal Information” does not include certain information, including publicly available information lawfully made available from government records, deidentified or aggregate information, or other information excepted under the CCPA. Information We Collect about Applicants We need you to provide certain information in order for you to complete your application for employment with Vallarta. The following provides the categories of Personal Information we may collect about applicants as part of the application process, and/or our employees if ultimately hired. • Personal Identifiers. We may collect your name, driver’s license or state identification card number, passport number or other government identification number (including U.S. work authorization number), Social Security information, residence/postal address, email address(es), phone number(s), and other contact information during the application and recruitment process. We may collect your emergency contact information as well. If you are hired, we may collect additional personal identifiers about you to facilitate the employment relationship. • Characteristics of Protected Classifications under California or Federal law. We may collect your age, date of birth, race, ethnicity, sex/gender, and marital status. • Biometric Information. We may collect your fingerprints to facilitate the employment relationship, if you are hired. • Professional or Employment-Related Information. Depending on your role/duties with Vallarta, we may collect information regarding your criminal history, driving history, and credit history as part of our employment background check. We also collect information regarding your professional and employment history and other qualifications you provide in your employment application, including references, skills/abilities, employment goals and expectations, and other related information (if you choose to provide them). • Education Information. We collect information regarding your professional and education history to the extent provided in your resume/application. • Thermal or other Health-Related Information. If you apply in-person or come to our store(s) as part of the application process, we may need to take your temperature or other similar information as part of our health protection policies. However, this information is not retained. • Inferences. We gather information about your employment history with Vallarta, such as the company location/facility to which you are assigned, position and description of duties, fulltime and part-time status, pay rate, as well as descriptions about your job performance and skills. We may also draw other inferences such as your characteristics, job preferences, personal hobbies, activities, foreign language capabilities, other abilities and the like. Purposes for Collection of Your Personal Information We use the above categories of personal information for the following business purpose(s): • To make recruitment and employment decisions, including assessing your application and qualifications for employment with us. • To conduct and verify background checks (where applicable). • If hired, to facilitate onboarding, payroll, benefit, and leave of absence administration • For security purposes. • To obtain and/or maintain insurance policies and coverage. • To comply with applicable federal, state, and local laws and regulations. • To manage workers’ compensation claims and conduct workplace investigations. Third-Party Collection of Personal Information The Company may use third-party vendors, such as Snag-a-Job, to facilitate the application process for applicants. In this process, these third parties may collect an applicant’s personal information and provide it to us for employment decisions. Additional CCPA Disclosures At this time, the CCPA does not afford applicants or employees the right to make requests regarding their Personal Information as it relates to the application and/or employment relationship. This does not affect other rights you may have under other laws. Further, nothing in this notice restricts Vallarta’s rights or ability to: • Comply with applicable federal, state, and local laws and regulations. • Meet any other legal obligation, including complying with lawful inquiries, investigations, subpoenas, court orders, or other requirements of applicable lawful authorities. • Exercise its legal rights and defend claims. • Report potentially unlawful activity to appropriate law enforcement and cooperate in any resulting investigation. • Detect and respond to unauthorized activity and security incidents. • Protect against and report potential illegal activity and/or fraud; or • Provide information to our service providers in relation to the above listed purposes, or transfer information as part of a merger, acquisition, or other transfer of some or all of our business to another party. Contact Us For more information or any questions about this notice , please contact Human Resources, at 818-898-0088.