Representative, Call II at Giant Eagle, Inc. (Pittsburgh, PA)

| Pittsburgh, PA
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Job Summary

Provide resolutions for internal and external customers through research and problem solving. Gather feedback to help improve customer experience and create brand loyalty.

Job Description

  • Experience Required: 6 months to 1 year
  • Education Desired: High school diploma or equivalent
  • Travel Required: None

Job Responsibilities
  • Research and resolve complex customer inquiries related to e-commerce, e-commerce payment/fraud,
    account services, own brand products, and gift card gallery.
  • Report trends to the appropriate business area and Customer Care leadership team.
  • Recommend Giant Eagle services based on customer needs.
    Process Giant Eagle Advantage Card requests.
  • Support level 1 agents on the question and answer line. Handle customer escalations. Act as in-charge for leadership team during staff meetings. Complete customer inquiries from contact us page.
  • Resolve customer inquiries that come through social media. Resolve customer escalations and better cases.
  • Accurately prepare sensitive customer information for Loss Prevention Representatives, Account Services, Claims, and Pharmacy.
  • Provide peer coaching on area of expertise. Agent training as needed.
  • Direct customer inquiries (phone, letter, emails)to the appropriate business area or resolve within Customer Care Department through research and the use of knowledge documents.
  • Address issues related to loyalty program and card including lost or stolen cards, system inconsistencies, check cashing, fuelperks! rewards, fuelperks! adjustments, product inquiries and other customer service issues.
  • Process Curbside Phone Orders; adhere to PCI DDS guidelines
  • Maintain professional conduct and integrity at all times.
  • Meet or exceed call observation standards. Meet or exceed productivity standards including first call resolution, % of after call, calls per hour, and others as business needs change. Meet attendance expectations.
  • Adhere to all processes, policies, and procedures as outlined by management and HR.
  • Follow processes and procedures to efficiently and effectively resolve customer concerns. Provide customer appeasements as needed with appropriate letter.
  • Update confidential customer information in appropriate system; log contact information from phone calls, emails, and letters.
More Information on Giant Eagle, Inc.
Giant Eagle, Inc. operates in the Food industry. The company is located in Pittsburgh, PA. Giant Eagle, Inc. was founded in 1931. It has 10001 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Dental Benefits, Vision Benefits, Health Insurance Benefits, Life Insurance and 401(K). To see all jobs at Giant Eagle, Inc., click here.
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