skip to content

Additional Job Specific Information

Homebased Customer Service Representative

NTI Job Code: CS-2005-008

Principal Duties and Responsibilities

• General Store Phone calls: Independently provides appropriate general Company information and retail services (check cashing policy procedures, layaway procedures, etc.). Correctly follows general phone procedures as well as emergency type calls, product recalls, fire or weather-related emergencies at stores without putting the organization’s team members or property at risk.
• Price and Product Availability calls: Independently provides information regarding product availability and price for products.
• Returned Checks and Team Appreciation Card calls: Provides support for and communicates regularly with store team on behalf of member, customers, Fraud Examiners, and collection agency representatives to answer inquires pertaining to customer’s status. Records all communication between caller and representative.
• Business Solutions and Community Service Calls: Processes orders from customers via 1-800 phone line. The representative accesses confidential credit card and personal information while fulfilling the credit card order. Works with customer profiles to link credit and community reward cards as, needed. Acceses customer’s earnings and links customers to community rewards organizations. Answers a variety of questions concerning business solutions, Community Reward, and other areas of busines- to-business transactions with customers.
• Team Member Benefit Calls (limited staff required on this application): Answer general team member questions concerning their benefits according to HIPAA laws. Records all communication between caller and representative.
• Give superior customer service on every call: Deal tactfully to resolve customer complaints, compliments, and inquiries on all above call types that could come via the phone according, to established resolution guidelines of the organization. Track all customer complaints via our customer profile database.

Skills and Abilities

• High school diploma or equivalent
• Ability to multi-task with computer systems and phones.
• Strong knowledge of PC Windows software environment
• You will be trained on the following software: Peoplesoft HRMS, CRM, Erisco, Folio, CICS, B2B, MCR, Returned Checks and complaint database web programs.
• Ability to effectively communicate by telephone and written word to make independent, sound judgments on many issues. There is a high level of mental/visual effort frequently required to process incoming calls.
• Previous call center or related experience is desirable.
• Must successfully complete employment assessment, background/credit check, and job- specific training.

Scheduling Expectations

• The organization is open 24 hours a day, 7 days a week.
• Normal required (minimum) hours will be 24-30 hours per week.
• You will, however, be required to work a varied amount of hours each week depending on call volume.
• Team members will be expected to workevery other weekend (Saturday and Sunday).
• Seasonal call volume will require more hours.
• June through August - 60% of staff will be required to work 32 hours.
• November through December - 60% of staff will be required to work 40 hours.
• Schedule selection will be determined by performance.
• There will be paid breaks.
• There will be approximately 200 hours of training.

Time Off Expectations

• Team members will be expected to work two or three holidays a year. including Christmas Eve.
• Holidays are: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving, Christmas Eve (last shift ends at 8:00 PM).
• When scheduling for a holiday, it will be determined, based on anticipated call demand, the start times, the length, and the number of shifts required.
• You will be approved to take up to 15 days of pre-planned, non-paid vacation a year. Requests for days off must be processed before the schedule is out. Requested days off cannot include time between November 15th and January 5th.

Performance Expectations

Successful Agents will be scored on the following performance criteria:

• Customer Availability: Time you are logged into your phone compared to the time you aux'ed out and thus was not available to take customer calls
• Calls Per Hour: Average number of calls processed per hour
• Service Observations: Regular recording and monitoring of phone calls for performance and quality issues
• Attendance: Attendance and punctuality
• Knowledge Tests: Regularly scheduled knowledge testing of Team members concerning call processing and various general information about the organization
• Other Measures which will be discussed in training:
  • Time you aux your phone to stop calls for any personal non-work situation
  • Time you aux your phone to stop calls for any after-call-related work
  • Time you aux your phone to stop calls for no call but work-related issues

Software List (You will be trained how to use this software)

• Peoplesoft CRM
• Folio
• Infonet: Online Directory
• Meijer-specific systems, which include:
  • GUESTINFO Screen
  • MERCHAN1
  • STORES01
  • SUPCEN01
  • TRAFFIC1
  • LOSSPV07
  • TMDISC
• Meijer Programs:
  • Helpdesk
  • Rewards
  • Helpline
  • Buyerfoods
  • Buyersoftgoods
  • Buyerhardlines
• Meijer Website Applications:
  • MCR Application
  • Gift Card application
  • Customer Info application
  • Complaint database

Home Office Requirements

Please print this document prior to your interview with NTI.