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.