Customer Support Specialist

Overview
The Customer Support Specialist provides a high level of customer service to potential and existing members in keeping with PCC's values and financial, social, and environmental goals. Taking direction from the Customer and Member Services Manager and working collaboratively with the Member Support Assistant, this position creates and sustains a culture where service to our customers meets and exceeds expectations.
Job Locations
US-WA-Seattle
Address
3131 Elliott Ave
Comp Details
$21.63 - $29.00 / hour, depending on experience.
Our Culture
PCC is committed to fostering, cultivating and preserving a culture of diversity and inclusion. We value all the individual differences, life experiences, knowledge, self-expression, unique capabilities and talent that our staff members invest in their work, stores and communities. Valuing diversity is a significant part of our culture, our values and PCC's success.
Our Vision
To inspire and advance the health and well-being of people, their communities, and our planet.
Our Mission
We ensure that good food nourishes the communities we serve, while cultivating vibrant local, organic food systems .
Our Values
We foster high standards
We act with integrity
We embrace stewardship
We take action because we care
PCC is a company where culture and values are at the heart of who we are and what we do. Everyone at PCC is expected to:

• Collaborate
• Demonstrate Kindness
• Focus on the customer
• Instill trust
• Value diversity

Main Job Responsibilities

• Ensures all customer feedback is answered accurately, professionally and in a timely manner, upholding PCCs service standards
• Manages customer conversations across all support channels (phone, email, web, social media)
• Keeps detailed records of customer interactions, comments, and complaints; escalates complex issues to appropriate team to ensure resolution
• Leads Customer Service Training; assists with updating, making recommendations for improvement and conducting service training for office and store staff
• Generates ideas for how customer service can be improved at PCC and helps lead service initiatives
• Provides reinforcing and constructive feedback to store and office teams and individuals based on customer service themes and experiences
• Evaluates effectiveness of service tools provided to stores and incorporates feedback from leaders and staff on how to improve them
• Acts as the point of contact for cashiers including training materials, policy information and LOC expert, reviewing regularly to ensure they are relevant, useful and compelling
• Manages all aspects of the annual bagging competition
• Administers all aspects of customer service recognition program
• Reports on key customer service metrics and identify noteworthy trends
• Works closely with and serves as a back-up for the Member Support Assistant and Office Manager

Qualifications and Skills
REQUIRED:

• Minimum 2 years of related experience in marketing, sales, customer service, or community relations preferably in retail or co-op industries
• High school diploma, general education degree, or equivalent preferred
• Excellent interpersonal, verbal, and written communication skills
• Intermediate level of computer skills and proficient in Microsoft Office Suite, Microsoft Dynamics
• Solid organizational and time management skills, and excellent attention to detail
• Positive attitude, strong focus on customer and member satisfaction required
• Team player and appreciates working collaboratively as well as independently
• Must be able to work minimum 3 days per week in office, some evenings and weekends, and have the ability to travel to all PCC stores and other work-related locations

PREFERRED:

• Ability to respond gracefully in a rapidly changing environment
• Passion for food and PCC's values

Benefits and Perks

• Medical, Vision, Dental, Life Insurance, Short Term Disability, Long Term Disability, Parental Leave
• PTO Accrual - .08 hours per hour worked.
• 6 paid holidays per year
• 401(k) Profit Sharing Contribution
• Discounted ORCA Pass
• PCC Cooking Classes Discount
• Staff Discount on In-Store Purchases
• Flexible Spending Account (FSA)
• Free PCC Co-op Membership
• Bereavement Leave
• Employee Assistance Program

PCC Benefits Page:

• https://www.pccmarkets.com/about/jobs/benefits/

Additional Details
Reports to: Customer and Member Services Manager
Priority Apply-By Date: Thursday, December 7th, 2023.