Overall Job Summary

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.

Essential Duties and Responsibilities (Min 5%)

• 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*

Required Qualifications

Experience: 1-2 years of store operations, retail, customer service experience or call center experience required

Education: High school diploma or GED required
Any suitable combination of education and experience will be considered.

Preferred knowledge, skills or abilities

• Must possess proficient computer skills, with basic experience in Microsoft Office products (Word, Outlook, Teams, Excel) 
• Must possess strong communication (verbal, listening, and written) and interpersonal skills.
• Must display a Winning Attitude by handling conflict positively 
• Must 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

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.