Impact

As a Customer Care Associate at Shipt, you will be the voice of Shipt, providing exceptional service to our members, shoppers, drivers, and retailers in each city we serve. You will play a vital role in ensuring the success of our operations by assisting shoppers and drivers, addressing customer concerns, and investigating any issues that arise. Your main focus will be to deliver exceptional customer support experiences to our tight-knit community of members, shoppers, drivers, and partners.

We are seeking highly customer service-oriented individuals to join our Experience Team as Customer Care Associates. In this role, you will serve as the voice of Shipt, providing support to our members, shoppers, drivers, and partners in each city we operate. You will assist shoppers and drivers with any challenges they encounter, listen to customers as they express their satisfaction with their first delivery, and promptly address any issues that may arise with their experience. Your primary goal is to resolve all of our customer inquiries with efficiency and quality to ensure our loyal customers, shoppers, and drivers are highly satisfied.

 

Your Responsibilities:

• Understand and strive to meet or exceed call center metrics while consistently providing excellent customer service: Average Handle Time, Quality, Customer Satisfaction, and Productivity Measures.

• Communicate with members, shoppers, and drivers via email, chat, and phone. This includes inbound and outbound campaigns, including cold calling. 

• Educate and assist members, shoppers, and drivers throughout their journey

• Gather customer feedback and document it in compliance with internal protocols, processes, and policies. 

• Troubleshoot and report app bugs and issues 

• Effectively handle order-related issues with a sense of urgency

• Resolve unexpected problems promptly to ensure accurate and timely deliveries

• Strong time management skills, including effectively prioritizing compliance with timekeeping responsibilities and impeccable schedule adherence.

• Attend On-Site required scheduled activities in accordance with the company’s hybrid work policy. 

• Maintain flexible working hours, including weekends

Requirements:

• This position is non-exempt from overtime under federal wage and hour laws

• Reliable access to internet bandwidth requirements for our internal systems. 

• Must live within a 50-mile radius from Shipt’s Birmingham office. 

• Bachelor's Degree or equivalent experience is preferred

• Language Proficiency: English

• Strong typing speed and accuracy ( 50+ words per minute)

• Excellent writing skills, with a keen eye for grammar

• Ability to multitask and think quickly to provide effective solutions

• Upholding Shipts’ values of strong integrity and ethical responsibility

• Technical proficiency and familiarity with social media platforms, Apple Products, and troubleshooting technical issues. 

• Strong communication, problem-solving, and time-management skills. 

• Empathy, patience, teamwork, and collaboration. 

Nice to Haves:

• Previous call center experience or  experience in a customer service support role is a plus but not required

• Help Desk, Client Service,  Customer Service, or other professional Certifications 

• Spanish Proficiency

This is a full-time, 40-hour-per-week hybrid role based in our Birmingham, AL office. As a customer care associate, flexibility is essential, and team members should be willing to work various shifts based on business needs. The Experience Team's office hours are Monday to Sunday, from 5 AM to 11 PM. You will have the option to choose between two scheduling options: either 8 hours a day, 5 days a week, or 10 hours a day, 4 days a week.  Both options include a one-hour unpaid break and two 15-minute paid breaks. The training schedule will be ONSITE Monday- Friday 9am-6pm CT.

Work Arrangement

Shipt considers candidates located near a Shipt office or workspace in Birmingham, San Francisco, or Minneapolis to be hybrid, which means that they have the flexibility to work from home (with leader approval) or at a Shipt office in order to facilitate the ability to innovate, collaborate, and spark team connections. In-office expectations will vary by role and leader.  Certain roles may require in-office presence on a full-time basis. Please work with your recruiter to learn more about the classification of this role.

About Shipt

Shipt is a retail tech company that connects people to reliable, high-quality delivery with a personal touch. Shipt connects customers to the things they want from the stores they love, retail businesses to more satisfied customers, and workers to new earning opportunities.

At Shipt, we aim to put our team first to boost a sense of belonging, spark opportunities for growth, provide unique benefits and commit to giving back to our communities in ways that make life better, both personally and professionally. We understand that our service, our culture, and our connection to our communities are only made better by every single person who shows up to work here every day.  Learn More.

Shipt is an independently operated, wholly owned subsidiary of Target Corporation and available in more than 5,000 U.S. cities. Shipt was founded and is headquartered in Birmingham, Alabama. For more information, please visit Shipt’s company site at Shipt.com.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or any other characteristic protected by law.

Please inform your recruiting contact upon initial connection if you need any accommodations.

Employees (and eligible family members) are covered by medical, dental, vision and more.  Employees may enroll in our company’s 401k plan. Employees will also be eligible to receive discretionary vacation for exempt team members, paid holidays throughout the calendar year and paid sick leave.  Other compensation includes eligibility for an annual bonus and the potential for restricted stock units based on role.

Pay Range:

$18-$32

All other locations:

$18-$32

Please note that the salary range above is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.