CLOSING Team Member, Custmr Solutions

About the position

This position is responsible for providing legendary customer service for in-store and online customers by delivering a personalized experience that resolves the customers’ issue. This includes addressing questions related to store policy/procedure/operation, online order status, and merchandise features & use, while also uncovering customer needs to help drive sales on products. The team member will communicate with customers via phone, email, website, mail and other communication methods. Team Members engage with each other via onsite meetings, virtual meetings, conference calls and online chat groups while maintaining a positive attendance record. This opening is ONLY for our Customer Solutions Center closing shifts. There are no morning or earlier shift options available for this requisition. Available schedules are five consecutive workdays and will include one of the following closing schedules: 11:00 AM–8:00 PM, 12:15 PM–9:15 PM. Some schedules include Sunday, 10:00 AM–7:00 PM, with closing shifts on the remaining scheduled days. Available workweek patterns may include Monday–Friday, Tuesday–Saturday, or schedules that include Sunday with two consecutive weekdays/weekend days off.

Responsibilities

  • Professionally represents Tractor Supply Company’s Mission and Values and the Brand in every customer engagement.
  • Answers inbound calls and logs interaction accurately in the system to ensure resolution.
  • Assist with online sales, upsells programs and products, and resolves all online order issues/inquiries with customers contacting the Customer Solutions Center.
  • Provides product information and customer’s project information, which could include recommending products to purchase and/or their effective use.
  • Follows through with a sense of urgency on any research or additional contact to ensure customer complaints or queries are resolved in a timely manner.
  • Partners with the field, vendors and internal departments to ensure resolution to customer contacts as needed.
  • May perform other duties as assigned

Requirements

  • 1-2 years of store operations, retail, customer service experience or call center experience required
  • High school diploma or GED required
  • Any suitable combination of education and experience will be considered.

Nice-to-haves

  • Proficient computer skills, with basic experience in Microsoft Office products (Word, Outlook, Teams, Excel)
  • Strong communication (verbal, listening, and written) and interpersonal skills.
  • Display a Winning Attitude by handling conflict positively
  • Demonstrate strong problem solving, multi-tasking, critical thinking skills, and a strong sense of urgency
  • Experience in call logging systems preferred
  • Experience in a customer service-focused call center preferred

Benefits

  • Company-paid life and disability insurance
  • Paid parental leave
  • Tuition reimbursement
  • Family planning resources such as adoption and surrogacy assistance
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