Job Description
In this role you will be responsible for acting as a liaison between customers and the company, providing operational / business process support to internal and external customers for company products and services.
You will assist with customer inquiries and concerns received through email, social media, and phone calls. You will embody the United Pacific I Got It! spirit by greeting customers warmly, ascertaining concerns or needs quickly, identifying a resolution and following up to ensure matters were addressed appropriately.
ESSENTIAL JOB FUNCTIONS :
- Drive customer retention and brand loyalty by reviewing and responding to customer inquiries and complaints via direct calls, emails and social media in a timely, professional manner.
- Work closely with different departments, including retail, maintenance and marketing to resolve customer related issues, complaints and investigations.
- Resolve product or service problems by clarifying the customer's concern, determining the cause of the problem, determining and explaining the best solution, and escalating issues to the appropriate team for resolution and follow-up.
- Build sustainable relationships of trust through open and collaborative communication.
- Process and investigate minor alleged fuel incidents liability claims, such as meter creeping and fuel spills.
- Assist with fuel brand mystery shop programs; collaborate with field teams to resolve any opportunities and maintain compliance with brand standards.
- Provide accurate, valid and complete information by utilizing appropriate company processes and following communication procedures, guidelines and policies.
- Handle complaints, provide appropriate solutions and alternatives within outlined timeframes and follow up to ensure resolution.
- Track and communicate birthday announcements for Support Center Team Members
- Work with customer service manager to ensure proper customer service is being delivered; support any process improvements or reporting needs and ensure team goals are being met.
- This is a remote work eligible position; Support Center attendance as needed. (Check with your supervisor for eligible work locations.)
JOB QUALIFICATIONS :
- Highschool diploma or equivalent experience required
- Minimum 4 years’ Customer Service experience required
- Strong customer service skills required
- Strong written and oral communication skills required
- Ability to support high call volumes and engage in active listening
- Ability to multi-task, prioritize and manage time effectively; self-motivated
- Experience with MS Office including Outlook, MS Word, Excel and PowerPoint strongly preferred
- Bi-lingual Spanish preferred
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