Customer Experience Associate

About the role

The Associate of Customer Experience will provide professional and courteous customer service to clients including Marketers and Dealers regarding their Network connectivity and credit card acceptance, Fuel Allocations Supply Management, and Extranet Support. The Help Desk Agent Level 1 position requires 24/7 availability and the ability to provide customers with timely, accurate, and efficient technical support.

Responsibilities

• Respond to customer inquiries via phone, IM, online networks, and/or email, troubleshooting and resolving issues with credit card processing.
• Troubleshoot Point-Of-Sale hardware, software, and/or network connectivity issues.
• Facilitate customer supply requests based on guidelines developed by Customer Supply Management (CSM).
• Support consumers and Marketer/Dealer through retrieval requests and chargeback inquiries in the Credit Card Settlement System.
• Support Marketer/Dealer inquiries concerning credit card batch totals and reconciliation.
• Maintain appropriate paperwork and records and meet established job performance targets including customer service, productivity, and quality standards.
• Maintain technical proficiency in all software, hardware, and web-based software and platforms assigned and applicable to the role.
• Support Marketer/Dealer requests regarding Phillips 66 extranet sites (Bizlink / Lubestream).
• Must be willing to work any shift, including overnight (8pm to 8am), evenings, weekends, and holidays.

Requirements

• High School Diploma or GED equivalent.
• Willing and able to be available for any current shift, including overnight (8pm to 8am), evenings, weekends, and holidays.

Preferred Qualifications

• Marketing business insight.
• Familiarity with EPOS equipment.
• Demonstrated ability to effectively work within a team environment.
• 1 or more years of Information Systems Help Desk / Support experience.
• Knowledge of communication devices/methods such as Broadband, VSAT, and DSL.
• Access to and knowledge of downstream systems which interface with the Credit Card System.
• Intermediate knowledge of all Microsoft Office software applications.
• Intermediate knowledge of computer, DSL, and VSAT hardware.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to learn other software and web-based applications per the requirements of this role.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and computer products.
• Ability to write professional reports, business correspondence, and procedure manuals.
• Ability to effectively present detailed information and respond to questions from groups of managers, clients, and/or customers.
• Excellent interpersonal and communication skills.