Welcome page Returning Candidate? Log back in! Customer Support Agent I Job Function Help Desk Position Type Entry-Level Requisition ID 2024-16281 Posting Location : Location US-GA-Atlanta Overview

Every single day our Restaurants serve amazing food and provide an incredible Customer Experience, however things not always go 100% as expected. In those moments that matter, when our Customer's need support you will be there to serve them. This is an incredible opportunity to do significant work by providing extraordinary support in the unique Chick-fil-A way, and our founder Truett Cathy said it best: "In the food business, it only takes one mistake, one rude Team Member or one bad sandwich to lose a customer. Do things right each time, making sure customers get what they expect, and sometimes more." Your role will be to resolve and delight our Customers, to ensure we win their hearts every day. You will have an incredible impact on everyone you come in contact with and you will represent our Chick-fil-A brand with every Customer interaction whether via phone or our online channel.

 

The ideal candidate is a problem solver that can easily build rapport with Customers. Candidates will be eager to exceed Customer expectations by using active listening skills, demonstrating empathy and advocacy, diagnosing and fully resolving issues, managing cases efficiently, using positive language, and having passion for doing the right thing.

 

As our customers’ first point of contact, you are the friendly voice of Chick-fil-A, providing outstanding Customer service, troubleshooting, and technical support. We’ll rely on you to listen to our Customers and use your technical knowledge, creativity, and passion to meet their needs — and remind them that "My Pleasure" is not just an expression, behind that expression we have amazing people. Because we believe our individual backgrounds, perspectives, and passions will help us be the World's Most Caring Company. You'll be trained to reach your highest potential.

 

Our Flexible Future model offers a healthy mix of working in person and remotely, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

Responsibilities Resolves Customer inquiries (those can be technical or non-technical in nature) via phone, online, or other support channels.Leverages our Customer Support Management system to open case for Customer, research common answers, resolve issues and questions, and document case notes as needed.Uses Customer Service competencies to actively listen, effectively communicate, solve problems, show empathy, and work efficiently in different systems and support channels.Continuously learn and practice customer service skillsFollows standard operating procedures and is empowered to use sound business judgement to determine when exceptions need to be madeAbility to effectively tailor communication style to differing audiences.Manages own workload independently and efficiently.Quickly learns a wide variety of topics and new initiatives to provide Customers with the latest and relevant solutions to their inquiries.Problem solves and troubleshoots a variety of issues, using technology and a myriad of Customer Support systems.Researches and grasps technical and on technical information across multiple tools while talking to CustomersAcquires new skills in technical troubleshooting as necessaryShares expertise with others as necessaryMaintains relevant Knowledge Centered Services training and certification,Uses knowledge to resolve customer issues and questions, ensuring accuracy and quality of informationLeverages Quality Assurance feedback for personal and professional developmentReviews KPIs as necessary to ensure role performance is adequate and implements improvements as necessary Minimum Qualifications

Earned an Associate’s Degree or actively enrolled in undergraduate four-year degree (Bachelors) program

Experience supporting customers via phone, online, chat or in-personAvailable to attend 8 weeks of training on a fixed scheduleAbility to work 8.5 hour shift that begins at 1:30PM EST Monday - Friday with a Saturday rotationSuccessful completion of initial training90 day probationary period following training during which performance is periodically evaluatedDependable for work schedulePassion for customer service and ownership of the customer experience until full resolution, excellent emotional intelligence, excellent written and verbal communication skillsAbility to be resilientAptitude for acquiring new technical and non-technical skillsAbility to type at least 45 WPM Preferred Qualifications

Earned a Bachelor’s Degree in business or other related fields

0-2+ years Help Desk/Call Center experienceCustomer Service experienceHospitality and/or Chick-fil-A restaurant experience, a plusFluent in English and SpanishKCS Certified Minimum Years of Experience 0 Travel Requirements 10% Required Level of Education Associate's Degree Preferred Level of Education Bachelor's Degree Submit Resume ApplyApplyShareRefer this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Interested in this opportunity?

Chick-fil-A, Inc. is an equal opportunity employer that values diversity and inclusion. We make employment decisions on the basis of qualifications, merit and business need. Application FAQs