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Customer Care

Graham, NC, US, 27302

Junior Specialist - Customer Care (Graham, NC)



Role Information

Job Title: Junior Specialist - Customer Care (Audit)

Department: Customer Care

Business Unit: Administration

Reports To: Manager - Customer Care (Audit)

Supervisory Role: No

FLSA Status: Non-Exempt

Job Summary

The Junior Specialist - Customer Care (Audit) is responsible for resolving and documenting customer issues in a timely and accurate manner while maintaining high customer satisfaction. This position will work in the call center.

Essential Functions
  • Resolve Lidl US customer issues regarding products or in store experience
  • Open, monitor, and close customer service cases in electronic CRM system
  • Greet customers warmly and determine problems or reasons for calling
  • Assist with customer refunds and reimbursements
  • Answer questions about warranties, product availability, and terms of sale
  • Escalate cases to second level customer care when appropriate
  • Provide feedback to Customer Service Management regarding departmental and company processes and procedures to ensure a positive customer experience
  • Use and modify scripted responses to guide interactions with customers
  • Perform other duties as assigned

Required Knowledge, Skills, Abilities

  • Ability to work evenings and weekends
  • Ability to maintain a professional and calm demeanor in handling complex and demanding scenarios
  • Ability to manage multiple tasks concurrently while maintaining attention to detail and commitment to deadlines
  • Excellent interpersonal skills with a focus on rapport building, listening, and asking questions
  • Excellent written and spoken communication skills
  • Strong problem-solving skills
  • Ability to be flexible and quickly adapt in a fast-paced environment
  • Ability to work well in a close knit, collaborative environment
  • Strong customer service experience, especially in assisting customers with resolving questions and potential issues
  • Experience working with CRM systems; Salesforce experience preferred

Required Education, Certifications/ Licenses, Related Experience  

  • High School Diploma or GED equivalent
  • 1+ years related experience working in customer service call center environment
  • Previous experience resolving customer complaints
  • Experience in retail/grocery industry preferred

Physical Job Requirements

  • Ability to work in a fast-paced working environment, including the store(s), distribution center(s), warehouse(s), and/or corporate office(s) with the capability to switch job functions/roles quickly
  • Ability to remain in a stationary position (standing and/or seated) more than half the time
  • Ability to maneuver cases of product (lift, move, carry, slide, etc.) up to 30 lbs.
  • Ability to operate machinery and/or equipment that requires the constant use of hands/fingers/wrists
  • Ability to spend more than half the time viewing computer monitors
  • Ability to identify and distinguish between colors more than half the time

Travel Requirements

  • This position has no travel requirements

Lidl US, LLC & Affiliates provides equal employment opportunities (EEO) to all employees and applicants without regard to, including but not limited to, race, sex, color, religion, gender, sexual orientation or preference, gender identity or expression, national origin or ethnicity, age, marital status, pregnancy, genetic information, disability, or veteran status, in accordance with applicable federal, state and local laws.

At a Glance


Graham, NC, US, 27302

Job Type:  Full Time
Reference Number:  17081

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Nearest Major Market: Greensboro

Job Segment: CRM, Technology

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