Customer Service Representative Tier III Full Time

Rural King is America’s Farm and Home Store, providing essentials to the communities we serve. With a wide array of necessities ranging from food and feed to farm and home products, Rural King serves over 150 locations across 17 states and is constantly expanding. Our annual sales exceed $2.5 Billion, and our heart beats in Mattoon, IL, home to our corporate office, distribution center, and flagship store.

One thing our customers appreciate is our unique shopping experience, complete with complimentary popcorn and coffee. It’s just one way we show our appreciation for their support.

At Rural King, we value our associates and strive to create a positive, rewarding workplace. We offer growth opportunities, competitive benefits, and a people-first environment where dedicated individuals come together to serve rural communities passionately. Join us, and you’ll find not just a job but a chance to grow professionally, contribute meaningfully, and make a difference in the lives of those we serve.

How We Reward You

401(k) plan that provides a 100% match on the first 3% of your contributions and 50% of the next 2%

Healthcare plans to support your needs

Virtual doctor visits

Access to Centers of Excellence with Barnes Jewish Hospital and Mayo Clinic’s Complex Care Program

15% Associate Discount

Dave Ramsey’s SmartDollar Program

Associate Assistance Program

RK Cares Associate Hardship Program

24/7 Chaplaincy Services

What You’ll Do

As a Customer Service Representative Tier III you will be: A key member of the Customer Service Team helping CSRs by being a willing and able resource. You will be an important partner with all internal teams including eCommerce, the Stores, and Marketing.

• Responding to user inquiries and complaints through various channels like email, phone, chat, or social media. Offering solutions and Guiding customers through purchase to delivery.
• Collaborating with the Customer Experience team to ensure that FAQs and knowledge base articles are correct and relevant, and that documentation is user-friendly and easily accessible.
• Gathering feedback from users to understand their needs and challenges; Reporting bugs and issues to the eCommerce team; Collaborating with the eCommerce team to prioritize feature requests.
• Being the first line of escalation for customers and sending complex issues to higher-level support or to other specialized teams. Ensuring that critical issues are resolved promptly.
• Make a meaningful impact and drive positive changes in the lives of our customers and the communities we serve.
• Collaborate with a team of talented professionals who are enthusiastic about their work and strive for excellence every day.
• Provide friendly and professional customer support while aiding customers with inquiries, concerns, and issues promptly and effectively.
• Assist with customer contacts when volume levels are elevated including phone, chat or email.
• Develop a deep understanding of products and services to confidently address customer inquiries, provide correct information, and offer suitable recommendations.
• Apply a positive and enthusiastic approach to customer service while supporting professionalism and friendly demeanor.
• Create a supportive and empowering work environment for your team.
• Be part of a team that celebrates achievements, promotes teamwork, and recognizes individual contributions.
• Function as a trusted internal partner across departments to collaborate on initiatives projecting positive business outcomes.
• Collaborate with teams to use collective ability to achieve shared goals and deliver exceptional results.
• Work on high-visibility initiatives that allow you to highlight your skills and expertise to both internal and external stakeholders.
• Actively take part in learning initiatives offered such as training programs, workshops, and webinars. Leverage these opportunities to acquire new knowledge, refine existing skills, and stay current on the latest developments.
• Provide friendly, initiative-taking, and professional internal and external support to others, assisting with inquiries, concerns, and issues promptly and effectively.
• Demonstrate behaviors that exemplify Rural King’s Values: People First, Integrity, Attitude, Initiative, Teamwork, Accountability, and Continuous Improvement.
• Perform other duties as assigned.

Supervisory Responsibilities

None

Essential Qualities For Success

• At least 1 years of Customer Service experience or equivalent combination of experience and education.
• Proficiency with Microsoft Office Suite or related software.
• Proficiency with or the ability to quickly learn IBM Sterling, Magento Systems.
• Comfortable navigating computer systems and software to aid customers or manage tasks.
• Excellent verbal and written interpersonal and communication skills.
• Excellent customer service skills.

Essential Skill for Success

• Excellent verbal and written communication skills to convey ideas, instructions, and information clearly and concisely.
• Strong people skills to build rapport, foster relationships, and collaborate effectively.
• Ability in adapting communication style and tone to effectively interact with individuals from diverse backgrounds and at various levels within the organization.
• Demonstrated ability to prioritize tasks, meet deadlines, and keep an elevated level of diligence.
• Proven history of consistently producing error-free work and meeting quality standards.
• Demonstrated ability to meticulously review and analyze information, find errors or inconsistencies to keep elevated levels of accuracy.
• Demonstrate a high level of adaptability in response to changing priorities, unexpected challenges, and evolving business needs.
• Demonstrated experience applying a flexible mindset that allows for the successful navigation of ambiguity and uncertainty.
• Strong resilience and adaptability to support a cheerful outlook in the face of adversity and setbacks.
• Demonstrated willingness to take on new responsibilities, tasks, and projects showing an initiative-taking approach to learning and growth.
• Proven record of successfully adapting to new environments, responsibilities, and tasks.
• Proven history of effectively overseeing challenges and setbacks with resilience.
• Ability to approach challenges with a solution-oriented mindset.
• Demonstrated resilient mindset and the ability to maintain motivation and optimism in the face of difficulties and setbacks.
• Strong critical thinking skills to quickly identify and address issues, minimizing potential delays or disruptions.
• Ability to still be composed and focused during high-pressure situations, ensuring quality and prompt outcomes.
• Ability to prioritize tasks and to delegate when proper.

Physical Requirements

• Ability to maintain a seated or standing position for extended durations.
• Capability to lift 15 pounds periodically.
• Able to navigate and access all facilities.
• Skill to effectively communicate verbally with others, both in-person and via electronic devices.
• Close vision for computer-related tasks.

Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions. The pay range for this position is $17.50 – $21.35 per hour and is bonus eligible. Exact compensation is determined by factors such as relevant geographic location, education, certifications, experience, job level, shift, and organizational needs. Eligible associates may also receive overtime pay in compliance with applicable laws. To learn more about our benefits, review here https://acrobat.adobe.com/id/urn:aaid:sc:VA6C2:14539c15-191a-4b77-9c13-f6ccfce10094.