Description
At Instacart, we're transforming the grocery industry by delivering an essential service that customers rely on to get their groceries and household goods.
As a Customer Experience T3 Specialist, you'll play a key role in supporting the delivery experience for pharmacy orders and contributing to our mission of empowering healthier living.
Your responsibilities will include:
- Delivering exceptional service through real-time calls and occasionally emails to customers, shoppers, pharmacists, and retail partners.
- Providing personalized support experiences that reflect empathy, kindness, and professionalism.
- Focusing on ensuring customer satisfaction by supporting Instacart Health initiatives like Fresh Funds and delivery-related inquiries for Rx orders.
- Troubleshooting and resolving complex issues in a fast-paced, dynamic work environment.
- Collaborating with your Manager to streamline processes and improve outcomes.
Requirements:
- 1+ years of experience in customer service or call center support.
- Superior communication skills, including clear and professional phone etiquette and excellent written skills.
- Comfort and proficiency with technology, including navigating web-based support platforms and using and troubleshooting smartphone apps.
- Proven ability to multitask, prioritize, and problem-solve in a fast-paced, constantly changing environment.
- Strong sense of empathy, customer advocacy, and sound judgment for creating positive outcomes in difficult or time-sensitive situations.
Preferred qualifications:
- Experience in delivery-focused customer support, particularly within delivery apps.
- Familiarity with handling inbound customer service calls and/or working within HIPAA-compliant environments.
- Prior experience in a fast-paced, metrics-driven contact center setting.
- Proficiency with customer support tools like Salesforce, Geneys, Admin or similar platforms.
Work schedule: Wednesday – Sunday, 2:00 PM – 11:00 PM ET or Friday - Tuesday 2:00 PM - 11:00 PM ET.
Compensation: The base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy.