Blog

It’s Customer Service Week – a national celebration and recognition of the incredible effort and service provided by customer service professionals – and Retail Business Services, the services company of Ahold Delhaize USA, is proud to spotlight the excellent service and expertise offered by our Omnichannel Service Center (OSC) associates. This department works hard to answer calls and emails from shoppers and associates alike to resolve issues, troubleshoot applications and answer questions. For some OSC teammates – like Julie Byers, an OSC Agent supporting brand stores – customer service is a calling.  

“I’ve worked in customer service for more than 10 years,” she shared. “I really enjoy what I do. I like helping people – it’s rewarding to be able to fix or help callers with any issues they’re having.  

“Even when it gets hectic, I enjoy a challenge,” she added with a laugh.  

Julie lives in Boiling Springs, Pa., with her two sons and boyfriend of seven years, and began working with Retail Business Services in 2018 as a contractor. Two years later, she was hired on full time, and says she’s never looked back.   

“I can say that I am happy and proud to be a part of this business and on a team with so many great people,” she said.   

The Omnichannel Service Center helps resolve issues with point-of-sale systems, store applications, e-commerce, brand rewards programs and Human Resources systems, to name a few, and receives more than 4,500 calls per day. But Julie and other OSC associates take each call as it comes, and work to provide best-in-class service to every caller. For Julie, that means staying positive.  

“A lot of it is in the way you present yourself when you’re talking,” she said. “It’s about your attitude, your knowledge, and what you can do to help them.”   

Providing excellent customer service requires institutional knowledge, as well. The OSC helps stores and associates troubleshoot of systems – and Julie says team members have to be proficient in each one.   

“You would never imagine all is involved through all of the systems, there many details that go into each one,” she shared. “It’s a lot of memorizing, so I often use my downtime to go over tickets and notes to stay refreshed."  

That knowledge is shared among team members, who are always there to support one another and who often work collaboratively to get issues resolved quickly.   

“We have a really great team of people,” Julie said. “We work together well. I can say that I am happy and proud to be a part of this business and team member with so many great teams and people.”