Customer Service Representative

About the Role

We are looking for experienced Contact Center Representatives to provide exceptional customer service, Roadside Service dispatch, and initiate sales to a wide range of clients. Contact Center Representatives are instrumental in creating an environment of service excellence that transcends service levels commonly experienced in the industry. Come be a part of a fast-paced, high-service environment where business is conducted with integrity and in a positive, respectful, and timely manner.

This role requires representatives to be present at our Memorial Road location. Training will take place over three weeks, Monday through Friday, from 8 a.m. to 5 p.m., beginning October 7th. Shift schedules may vary.

Responsibilities

• Provides the highest quality customer experience and exceeds expectations of all internal and external customers by handling all questions, complaints, and inquiries with the highest degree of courtesy and professionalism.
• Assists customers, stores, and restaurant personnel by handling questions, complaints, and inquiries via inbound telephone calls, voicemail messages, e-mail messages, comment cards, U.S. mail, etc.
• Detailed documentation of customer incidents and resolutions in case records, emails, etc. in a proficient, accurate, and timely manner.
• Follow-up of customer cases and escalations to management, other departments, customers, etc. and posts resolutions to case records.
• Maintains MLR (My Love Rewards) loyalty program by assisting customers and store personnel with MLR general program questions, status level, and performing account maintenance as needed.
• Other duties assigned as needed.

Requirements

• High School Diploma or equivalent required
• Some College a plus
• 2-3 years Call Center and Customer Service Experience Preferred

Skills

• Hard skills: Computer Skills, Microsoft Office and Access, Customer Service Software, Typing
• Soft Skills: Excellent written/verbal communication, customer focused, ability to learn quickly, team player, attention to detail, thorough follow-up, and ability to multitask

Physical Demands

• Requires prolonged sitting, some bending and stooping.
• Occasional lifting up to 25 pounds.
• Manual dexterity sufficient to operate a computer keyboard and calculator.
• Requires normal range of hearing and vision.

Benefits

• Medical/Dental and Life Insurance Plans
• Vision Reimbursement
• 401(k) with Company Match
• Holiday Pay
• Paid Time Off
• Employee Assistance Program

Most benefits are subject to an eligibility waiting period.

About Us

Fueling customers' journeys since 1964, innovation leads the way for this family-owned and operated business headquartered in Oklahoma City. With nearly 40,000 team members, travel stops are the core business along with products and services that provide value for professional drivers, fleets, traveling public, RVers, alternative energy, and wholesale fuel customers. Giving back to communities and an inclusive workplace are hallmarks of the award-winning culture.

The contact center has grown 1400% in 6 years with 100% of our leadership roles currently filled from internal promotions. We provide a comprehensive 3-week introductory training program, additional in-house training and shadowing, one-on-one coaching and feedback to help develop your skill set, and leadership training opportunities.

Ideal Candidate

Someone who:

• is comfortable conducting business over the phone and email
• is able to type detailed notes while talking
• is comfortable working in a rapidly changing environment
• is dependable and able to work on his/her own
• has strong computer skills