Online Chat Support Officer

? *Job Title:** Online Chat Support Officer
? *Company:** SpartanNash
? *Location:** Denver, Colorado, US...
? *Job Type:** Part-Time
? *Seniority Level:** Associate Level
? *Years of Experience:** 3+

### Job Description:

SpartanNash is seeking a dedicated and passionate Online Chat Support Officer to join our team in Denver, Colorado. As an integral part of our customer service department, you will be responsible for delivering exceptional support to our customers through online chat platforms. This role is ideal for an individual who thrives in a dynamic environment and who is committed to providing top-notch service while contributing to the growth and success of our organization.

### Key Responsibilities:

• **Customer Interaction**: Engage with customers through live chat, addressing inquiries, troubleshooting issues, and providing product information and guidance in a timely manner.
• **Issue Resolution**: Utilize problem-solving skills to identify customer needs, troubleshoot solutions, and ensure issues are resolved efficiently while maintaining a positive customer experience.
• **Documentation**: Maintain accurate records of customer interactions, including complaints, inquiries, and feedback in our customer relationship management (CRM) system.
• **Follow-Up**: Ensure timely follow-up on unresolved issues, keeping customers informed about progress and solutions.
• **Product Knowledge**: Develop a comprehensive understanding of SpartanNash's products and services to effectively assist customers and enhance their shopping experience.
• **Feedback Loop**: Share customer feedback and insights with management to help improve service offerings and identify areas for improvement.
• **Collaboration**: Work closely with other team members and departments to ensure a seamless experience for customers and efficient issue resolution.
• **Training and Development**: Participate in training sessions and workshops to enhance skills and knowledge, contributing to both personal and professional development.
• **Performance Metrics**: Meet established performance metrics and KPIs related to customer satisfaction, response time, and issue resolution rates.

### Requirements:

• **Experience**: Minimum of 3 years in a customer service or support role, with prior experience in an online chat environment preferred.
• **Educational Background**: High school diploma or equivalent; additional certification in customer service or relevant fields is a plus.
• **Technical Skills**: Proficient in using live chat software and CRM systems; comfortable with various online communication tools and platforms.
• **Resilience**: Ability to stay calm and composed under pressure, managing difficult customer interactions with professionalism and empathy.
• **Reliability**: Strong commitment to work schedules, punctuality, and meeting deadlines.
• **Soft Skills**:
• **Emotional Intelligence**: Ability to understand and manage your own emotions and those of customers, fostering a positive interaction.
• **Time Management**: Strong organizational skills with the ability to prioritize tasks and manage multiple customer interactions simultaneously.
• **Personality Traits**: Must be resilient and reliable, demonstrating a dependable work ethic and a positive attitude.

### Benefits:

• **Free Accommodation**: Enjoy complimentary housing to ensure your comfort and support your work-life balance.
• **Paid Overtime**: Receive pay for any extra hours worked beyond your scheduled shift.
• **Profit Sharing**: Participate in our profit-sharing program, aligning personal success with company performance.

### Working Environment:

At SpartanNash, we prioritize the growth and development of our employees. Our supportive work environment fosters personal and professional growth, encouraging team members to enhance their skills and advance their careers.

### Application Deadline:
Please submit your application by **October 16, 2024**.

### Equal Opportunity Statement:
SpartanNash is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or veteran status.

Join SpartanNash and be a vital part of a team dedicated to excellence in customer service!

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