Job Responsibilities
Provide administrative and problem solving support for both internal and external customers, in an accurate and timely manner in order to resolve customer problems.
Direct calls (compliments, complaints, comments, problems and matters brought to attention by way of comment cards) to appropriate departments. Respond to customer issues politely and concisely according to department standards by phone, e-mail, fax, and US Mail.
Address issues regarding Giant Eagle Advantage Card® including lost or stolen cards or system inconsistencies), GetGo® (including fuelperks! Adjustments or questions), Video, check cashing, reward programs, products sold and / or produced by Giant Eagle, and other customer service issues.
Provide exceptional customer service by speaking with empathy and concern.
Clearly and politely communicate with customers.
Speak with irate customers and be able to deescalate situations.
Speak with customers in a calm, enthusiastic, and friendly tone of voice.
Understand customer¿s needs by asking questions, directing the conversation, focusing on the solution, and closing the conversation appropriately.
Follow all policies and procedures to efficiently and effectively resolve customer¿s concerns.
Update confidential customer information in databases; log consumer contact information (verbal and written) from phone calls, US Mail and E-Commerce.
Prepare mail-merge form letters in response to customer requests.
Log and / or file all correspondence to / from stores and consumers for tracking and measurements.
Accurately prepare confidential information for Loss Prevention Representatives.
Special Projects as needed
Process Giant Eagle Advantage Card® applications and issuance of cards for internal and third party data entry.
Education and Training Required
High school diploma or equivalent
Experience Required
Customer Service Experience
Experience Desired
Successful, stable job history with good attendance record
Equipment Used
Calculator
Computer
Copier
Fax Machine
Printer
Telephone
Travel Required
No
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