CSC Operations Support Team Member

Overall Job Summary

As a Customer Solutions Center Escalation Support Team Member, you will live the value of Teamwork by providing legendary service through Chat, in person and on the phone handling of cases and emails with a sense of urgency.  This position will support specific areas (delivery, social, operations, etc..) of the company, providing customers with solutions.  

Research and resolve any issues to a satisfactory resolution for the customer and company.  Some areas of support are highly public and require heightened TSC brand awareness and strong communication skills.

Essential Duties and Responsibilities (Min 5%)

• Professionally represents Tractor Supply Company’s Mission and Values and the Brand in every customer engagement.
• Provide appropriate direction and assistance to customer questions and needs via current application, including bulk orders, accounts, and delivery issues.
• Direct customers to the appropriate resource(s) to resolve their situation and follow through with a sense of urgency on any research or additional contacts necessary to ensure customer issues are resolved in a timely manner (e.g., refunds and replacements)
• Partner with vendors and other departments such as Leadership, IT, HR, Media, Risk, Fraud, Inventory, and many others to resolve customer issues
• Identify and report out trends based on data analytics and alert Leadership of trends and emerging situations
• Log interactions accurately in all CSC systems appropriately
• Other duties could include:
  • Resolve requests sent to CSC Operations Support, Bulk Orders, and Business Accounts mailboxes
  • Process check requests including onsite printing and mailing
  • Answer TSC website product questions by providing product information
  • Handle all research and communication for chargebacks and disputes​
  • Provides support for order research​ requested by LP and Treasury departments
  • Field TSC Business Account credit card inquiries​ 
  • Reroute deliveries as needed; find alternate delivery options when necessary
  • Direct Team Members to the appropriate resource(s) via chat, email and in the office environment to facilitate learning, for example, the Knowledge Base, Sterling, SharePoint documents, etc.

Required Qualifications

Experience: 6 Months experience within the Customer Solutions Center is required
⦁    Maintain positive attendance for rolling 6 months
⦁    Cannot be on any type of corrective action plan (attendance, behavior, etc.)
⦁    Flex group or email team experience is preferred 

Education: Bachelor’s degree preferred.  Any suitable combination of education and experience will be considered

Certifications: Operations Support Assessment or Social Support Team Member Assessment could be required

Preferred knowledge, skills or abilities

• Subject Matter Expert on Customer Solutions Center processes and systems
• Proficiency in Microsoft Office products (Word, Outlook, Teams, Excel)
• Effective communication (verbal, listening, and written) and interpersonal skills
• Strong problem solving, critical thinking skills, and a sense of urgency

Working Conditions

Physical Requirements

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position.  It is not intended to represent a comprehensive list of responsibilities.  A team member should perform all duties as assigned by his/ her supervisor.

Company Info