Hy-Vee, Inc.
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Customer Care Representative
role at
Hy‑Vee, Inc.
Job Title Customer Care Representative
Department Customer Care
FLSA Status Non‑Exempt
General Function Responds to customers, stores, and vendors, assisting with all inquiries and vendor solicitations, routing them to the proper parties. Resolves customer queries via phone, email, mail, or social media.
Core Competencies
Partnerships
Growth mindset
Results oriented
Customer focused
Professionalism
Reporting Relations Accountable and reports to: Senior Vice President, Communications; Director, Customer Care; Customer Care Senior Supervisor(s). Positions that report to you: None.
Primary Duties and Responsibilities
Responds to e‑mails received via hy‑vee.com.
Routes emails to the proper parties using techniques outlined in the department manual.
Answers and processes customer phone calls.
Returns voicemail messages and follows up with stores to determine if appropriate action has been taken to address complaints.
Engages customer on Live Chat to answer inquiries and provide information.
Assists in monitoring social media activity and responds to comments on appropriate platforms.
Reports to work when scheduled and on time.
Secondary Duties and Responsibilities
Backs up consumer information representative on private label inquiries via the 800 line.
Performs other job‑related duties and special projects as required.
Knowledge, Skills, Abilities, and Worker Characteristics
Commitment to the Hy‑Vee Mission and a willingness to promote the values of the company.
Excellent verbal and written communication skills.
Excellent interpersonal skills; ability to relate to and interact with people in a friendly, professional manner.
Basic math skills.
Ability to address, research and resolve problems quickly and independently.
Ability to interact with basic computer systems, including word processing, spreadsheet and email applications, as well as job‑specific programs.
Education and Experience
High school diploma or equivalent required; 3‑5 years previous related work experience.
Customer service or retail experience preferred.
Physical Requirements
Visual requirements include: ability to see detail at near range with or without correction.
Must be physically able to perform sedentary work: occasionally lifting or carrying objects of no more than 10 pounds, and occasionally standing or walking.
Must be able to perform the following physical activities: stooping, kneeling, reaching, handling, grasping, feeling, talking, hearing, and repetitive motions.
Working Conditions The duties of this position are performed in a general office setting. There is frequent pressure to complete tasks or requests quickly.
Equipment Used to Perform Job Desktop or laptop computer, telephone, basic Office software and various Internet portals including Retalix and Spinternet.
Contacts Has daily contact with customers and the general public. Has contact with suppliers/vendors on a weekly basis.
Confidentiality In the course of researching may find personnel financial information, board actions, situations, lawsuits, terminations, etc. When answering e‑mails from customers, read about problems (stores, directors, products, etc). Must be HIPAA certified, which can occur with Hy‑Vee once the applicant is hired.
Employment Conditions Are you ready to smile, apply today. Employment is contingent upon the successful completion of a pre‑employment drug screen.
Additional Details
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Other
Industries: Retail
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Customer Care Representative
role at
Hy‑Vee, Inc.
Job Title Customer Care Representative
Department Customer Care
FLSA Status Non‑Exempt
General Function Responds to customers, stores, and vendors, assisting with all inquiries and vendor solicitations, routing them to the proper parties. Resolves customer queries via phone, email, mail, or social media.
Core Competencies
Partnerships
Growth mindset
Results oriented
Customer focused
Professionalism
Reporting Relations Accountable and reports to: Senior Vice President, Communications; Director, Customer Care; Customer Care Senior Supervisor(s). Positions that report to you: None.
Primary Duties and Responsibilities
Responds to e‑mails received via hy‑vee.com.
Routes emails to the proper parties using techniques outlined in the department manual.
Answers and processes customer phone calls.
Returns voicemail messages and follows up with stores to determine if appropriate action has been taken to address complaints.
Engages customer on Live Chat to answer inquiries and provide information.
Assists in monitoring social media activity and responds to comments on appropriate platforms.
Reports to work when scheduled and on time.
Secondary Duties and Responsibilities
Backs up consumer information representative on private label inquiries via the 800 line.
Performs other job‑related duties and special projects as required.
Knowledge, Skills, Abilities, and Worker Characteristics
Commitment to the Hy‑Vee Mission and a willingness to promote the values of the company.
Excellent verbal and written communication skills.
Excellent interpersonal skills; ability to relate to and interact with people in a friendly, professional manner.
Basic math skills.
Ability to address, research and resolve problems quickly and independently.
Ability to interact with basic computer systems, including word processing, spreadsheet and email applications, as well as job‑specific programs.
Education and Experience
High school diploma or equivalent required; 3‑5 years previous related work experience.
Customer service or retail experience preferred.
Physical Requirements
Visual requirements include: ability to see detail at near range with or without correction.
Must be physically able to perform sedentary work: occasionally lifting or carrying objects of no more than 10 pounds, and occasionally standing or walking.
Must be able to perform the following physical activities: stooping, kneeling, reaching, handling, grasping, feeling, talking, hearing, and repetitive motions.
Working Conditions The duties of this position are performed in a general office setting. There is frequent pressure to complete tasks or requests quickly.
Equipment Used to Perform Job Desktop or laptop computer, telephone, basic Office software and various Internet portals including Retalix and Spinternet.
Contacts Has daily contact with customers and the general public. Has contact with suppliers/vendors on a weekly basis.
Confidentiality In the course of researching may find personnel financial information, board actions, situations, lawsuits, terminations, etc. When answering e‑mails from customers, read about problems (stores, directors, products, etc). Must be HIPAA certified, which can occur with Hy‑Vee once the applicant is hired.
Employment Conditions Are you ready to smile, apply today. Employment is contingent upon the successful completion of a pre‑employment drug screen.
Additional Details
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Other
Industries: Retail
#J-18808-Ljbffr