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Senior Customer Service Representative Job

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Primary Location: Pittsburgh, PA

Job Tile: Senior Customer Service CSR

Job Number: 2017-48367

Date Posted: 4-4-2017

Job Summary:

Responsible for receiving inquiries, complaints, and praises from external and internal customers. These customer contacts are received in a multi-channel environment by phone, letter, or e-mail. Determines the nature of the contact, provides the appropriate timely response, and enters relevant data into the consumer information database. Serves as an initial point of contact to the Customer Service Rep 1’s and II’s for training questions and procedural operation concerns and operates as primary backup to the Senior Resolution CSR during their absence.

Essential Duties and Responsibilities:

  • Communicates by phone with internal and external customers. Listens to their concerns on company services, policies, and products.
  • Primary backup to the Senior Resolution Representative during their absence with duties to include:
    • Communicate with cash management to resolve debit and credit card concerns from customers.
    • Respond to GNC Delivers dropped orders via phone/email; research and reply to escalated GNC Delivers orders submitted by GNC.com (Radial E-Team)
    • Communicate with internal and external corporate contact, vendors, business partners, and international franchisees in receiving and propagating information such as Certificate of Analysis, Declaration Letters, formulation specifications, allergens, no claims, and special dietary supplement regulations.
  • Assist Team Leaders with new hire training including presentations and side by side training.
  • Resolves all customer concerns by making decisions on appropriate handling and appeasement on a case by case basis within established guidelines. Responds with accurate, prompt, and effective replies. Explains technical information in an easy to understand manner.
  • Reports customer contacts to ensure action on possible product liability or product tampering incidents that could result in legal action or media involvement, and handles or refers according to crisis management procedures. Reports possible production related problems to quality control staff. Reports customer issues with packaging or product formulation. Reports all customer complaints for follow-up by appropriate department/personnel.
  • Responds to external customers by composing accurate, prompt and effective replies to letters and e-mails concerning company services, policies, and products.
  • Assists Team Leader in development of standard response paragraphs for the department as the introduction of new products, product changes and sales promotions occur.
  • Participates in and makes suggestions to Team Leader and Supervisor for various training functions, and acquires and demonstrates a comprehensive knowledge of company services, policies, and products.
  • Reviews and recommends revisions of material in Knowledgebase. Assists Team Leader and Supervisor in maintaining the accuracy of the Knowledgebase database.
  • Researches information needed to answer customers’ concerns.
  • Ability to backfill the 12:00 pm – 8:30 pm shift and provide Leadership and support during Team Leaders scheduled vacation.

Job Specifications:

Leadership Experience

  • Ability to handle escalated concerns transferred from Rep I or II’s prior to further escalation to the Team Leader.

Education

  • Bachelors of Science Degree in Communications or equivalent job related experience.

Experience

  • Minimum

    • High school diploma and 2-5 years call center experience.

    Preferred

    • Experience in customer service in retail and call center environment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear and sit. The employee is occasionally required to reach with hands and arms. Specific vision abilities required by this job include close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. This job description reflects management’s assignment of essential job functions, which are not intended to be an exhaustive list of all responsibilities, duties and skills required.

GNC is an Equal Opportunity/Affirmative Action/Protected Veterans/Disabled Individuals Employer.

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Amy, Senior Director, Financial Operations

I was driven to GNC because I believe in living a healthy lifestyle. GNC has provided me

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