9 hours

Customer Support Representative - Customer Care

Rite Aid
Mechanicsburg, PA
  • Job Code
Careers Center - Customer Support Representative - Customer Care

Customer Support Representative - Customer Care

Position ID#
# Positions
Corporate - Store Operations

Job Description

Customer Support Representative




The primary purpose of this position is to build customer loyalty and customer retention by providing a differentiating service experience for all customer inquiries, concerns, and issues received from all Rite Aid’s customer contact channels. The incumbent is required to perform all tasks in a safe manner consistent with corporate policies and state and federal laws.




The associate is responsible for the functions below, in addition to other duties as assigned:


  • Provide friendly, engaging experiences through verbal and written communication for every customer interaction striving for first contact resolution.
  • Maintain phone and web queue availability as required to meet service standards.
  • Multi-task between Rite Aid’s customer contact channels to field customer inquiries, concerns, or issues to ensure individual and department performance goals are achieved for all channels.
  • Research and resolve complex customer situations.
  • Enter summary notes into the customer record and, if necessary, forward data to the appropriate field or corporate management associate for resolution.
  • Verify customer records for accuracy and update as necessary.
  • Engage and educate customers on all Wellness+ loyalty programs, promotions and customer specific offers.
  • Perform follow-up tracking of forwarded customer inquiries to ensure that all requests are addressed.
  • Assist customers with Rite Aid’s web sites including online shopping and mobile applications.
  • Escalate customer issues to a higher-level Customer Support staff member when necessary.
  • Conduct telephone calls to customers to rate the quality of the resolution to their issues.
  • Collaborate with Rite Aid associates to help answer customer inquiries, resolve issues, or solve service related concerns.

Experience / Requirements

Other Skills, Abilities, and/or Training


The following qualities are required:


  • Committed to providing customer service that makes both internal and external customers feel welcome, important, and appreciated. Ability to de-escalate service failure opportunities.
  • Ability and willingness to move with purpose and a strong sense of urgency as business channel needs change throughout the day.
  • Ability to communicate effectively in both verbal and written form.
  • Ability to think independently in order to research and resolve complex situations with limited supervision. Ability to work weekends on a regular basis.
  • Ability to preserve confidentiality of information. Accuracy and attention to detail.


  • Ability to organize and prioritize a variety of tasks/projects.
  • Ability to work within strict time frames and resolute deadlines. Typing speed of forty (40) WPM.
  • Proficiency with the Microsoft® Office Suite (Word, Excel, PowerPoint, and Access).


The following qualities are helpful:

  • Ability to work extended days on an occasional basis.
  • Ability to work day or evening hours.
  • Familiarity with industry/technical terms and processes. Ten-key punch speed of four-thousand (4,000) SPH. Ability to read, write, and/or speak Spanish, Russian, Middle Eastern, and Asian dialects.


High school diploma or general education degree (GED), plus six (6) months' experience in a customer service or retail call center environment; or equivalent combination of education and experience



Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.

Connect With Us!

Not ready to ? Connect with us for general consideration.


  • Customer Service

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Customer Support Representative - Customer Care

Rite Aid
Mechanicsburg, PA

Share this job

Customer Support Representative - Customer Care

Rite Aid
Mechanicsburg, PA

Separate email addresses with commas

Enter valid email address for sender.

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast