Instacart
Instacart is the leading grocery technology company in North America

Care Agent

Sorry, this job was removed at 2:38 p.m. (CST) on Thursday, March 31, 2022
Find out who's hiring in Atlanta, GA.
See all Customer Success jobs in Atlanta, GA
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

We're transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Introducing Our Hybrid Working Model

As the future of work evolves, so do we. We have a hybrid model where our roles are open to in-office, flex, or remote work.  Learn more about our flexible approach to where we work.

OVERVIEW

You will be the voice of Instacart, fielding real-­time calls, chats, and emails from our customers, shoppers, and retailer partners. The ideal candidate is someone who is passionate about customer experience and knows what it means to go above and beyond as an advocate for the Instacart community. You must be calm in the face of disorder, diligent and meticulous, and be able to have a strong sense of empathy in difficult situations. The team consists of customer support professionals, dedicated to supporting customers across phone, email, and chat.

We are focused on supporting our broad ecosystem of customers, shoppers, retailers, and team members through direct support and scalable solutions. We are a service-centric and data-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through better automation, process, and product experience.

ABOUT THE JOB

  • Create an exceptional service experience for users!
  • Provide positive, fast, and complete support resolutions to users via various access channels
  • Provide support to customers, shoppers, and retailers
  • Identify common trends within support interactions and call out appropriately
  • Identify and resolve customer inquiries
  • Act with the customer in mind and be the supporter for the user community
  • Communicate effectively and exercise good judgment when interacting with customers
  • Infuse all interactions with emotional intelligence and understanding
  • Excellent attention to detail and ability to proactively solve for our customers

ABOUT YOU

MINIMUM QUALIFICATIONS

  • 1­+ years experience in customer service or call center
  • Flexible schedule, willing to work untraditional business hours and weekends. We operate in the morning, afternoon, and overnight shifts.
  • Strong writing skills and outstanding attention to detail
  • Must have access to and be able to effectively use a fully operational smartphone with an active carrier
  • Capability to type at minimum, 40 WPM

PREFERRED QUALIFICATIONS

  • Insight and the ability to take initiative for the customer
  • High tolerance for stress, complexity, and change
  • Diligent and time management skills
  • Strong problem-solving skills ­with the ability to creatively resolve difficult situations
  • Ability to quickly learn web­-based user support applications
  • Ability to work in a fast-­paced environment, subject to rapid change and uncertainty
  • High-level of consideration and familiarity with smartphone applications (iPhone and Android)

PHYSICAL REQUIREMENTS

  • Repetitive motion - ability to type frequently and regularly use the wrists, hands, and/or fingers
  • Physical demands - sedentary work; sitting most of the time up to 8 hours daily and 40 hours weekly
  • Ability to wear a phone headset
  • Ability to effectively read the information on a computer in a fluorescent-lit office
  • Extensive reading of work-related material requires considerable visual attention

Accommodations & Accessibility

At Instacart, we strive to create an accessible and inclusive experience for all candidates. If you need assistance submitting an application through our career site due to a disability, please submit an Accommodations Request Form and someone from our team will reach out soon to see how we may be able to assist.

See More
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

What are Instacart Perks + Benefits

Instacart Benefits Overview

Health & Wellbeing
At Instacart we offer generous employer contributions to healthcare for comprehensive medical, dental, vision and mental health. From flu-shot clinics to “take what you need” time off, we provide a holistic approach to supporting our employees' physical and emotional well being.

Family
We believe in supporting every parent within the Instacart family. Paid parental leave, flexible schedules, a grocery credit, and sweet baby swag are offered to new parents. We aim to support parents returning to work with on-site Mother’s Rooms, our Parents @ ERG, and events like Bring Your Child to Work Day.

Food
We donut take food (or food puns) lightly at here Instacart. From giving all employees a free Instacart Express membership to celebrating milestones and cultural heritage months with food, to hosting a monthly AMA with our CEO called "the Scoop" (featuring scoops of ice cream), food is baked into our daily lives.

Culture
Volunteer in local community
Our social impact program, Instacart Serves, aims to nourish our communities by helping to remove barriers to food access and enrich the lives of our communities through an annual volunteer week.
Partners with nonprofits
Instacart is committed to supporting the communities we serve and we are proud to team up with our giving partner Feeding America to combat food insecurity.
OKR operational model
Open office floor plan
Flexible work schedule
As a company, we’ve adopted a set of guidelines for managers to help accommodate caregivers on their teams including offering flexible schedules and extra time blocks throughout the day.
Diversity
Mandated unconscious bias training
We require all Instacart employees to complete a mandatory unconscious bias training. Our employee resource groups have also partnered together to launch a diversity and training program.
Diversity employee resource groups
At Instacart, we have five active Employee Resource Groups (ERGs): Nightshades (our Black ERG), Rainbow Carrots (our LGBTQ+ ERG), Saźon (our Latinx ERG), Parents@, and Women@.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
Company equity
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
We offer 12 weeks of paid parental leave for employees who become parents (through birth, adoption, or foster care) to support them and their families as they take on their new role as a parent.
Family medical leave
Adoption Assistance
We provide Family Planning benefits for all types of families, including but not limited to fertility planning, surrogacy support, adoption services, care navigation, and reproductive technology.
Company sponsored family events
We partner with our Parents@ community to host virtual events and programming for families such as cooking classes, arts and craft kits delivered, and magic shows over Zoom.
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Company-sponsored happy hours
Relocation assistance
Home-office stipend for remote employees
We have a $600 stipend for outfitting your home office, as well as monthly phone & internet reimbursement.
Professional Development Benefits
Job training & conferences
We offer free Udemy subscriptions for every employee to allow them to develop new skills and foster existing ones by enrolling in a wide array of courses. We also have a dedicated L&D Team.
Tuition reimbursement
Lunch and learns
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Our programming and benefits are constantly evolving to meet the needs of our growing team. We introduce new benefits each year, and add new programs to celebrate cultural heritage, give back to the community, and celebrate our teams.

Our Instacart Serves social impact program is one of the most active across the company. We aim to nourish our communities by helping to remove barriers to food access and enriching the lives of our communities through an annual volunteer week of service, grocery donations, disaster relief, and giving campaigns.

The Instacart Serves program focuses support across 3 main areas:

- Food Insecurity: The majority of our philanthropic support is dedicated to helping to remove barriers to food access and hunger relief with our primary giving partner, Feeding America. We recognize that food insecurity disproportionately affects diverse communities and we also work to raise awareness for this growing inequity.

- Supporting Traditionally Marginalized Communities: We are committed to standing up for injustice and equity, supporting organizations that challenge economic justice, and uplifting traditionally marginalized communities.

- Disaster Relief: In the event of natural disasters which severely impact the communities we serve, we provide disaster relief through financial or grocery donations to centers and organizations supporting evacuees and first responders.

More Jobs at Instacart

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about InstacartFind similar jobs like this