Customer Service Representative
Christensen, Inc., Richland, WA, United States
SCOPE
Fleet Card is a division of Christensen Inc. Fleet Card sells and manages a fleet card network for our customers to purchase fuel. (A fleet card is like a credit card for commercial vehicle fleets to purchase fuel). The Customer Service Representative (CSR) is responsible for customer service, customer retention, and post sales follow-up for the division. CSRs report to the Account Manager Supervisor for the division, but regularly act autonomously to carry out and personify our Core Values while meeting our customers’ needs. The key focus areas for this position are customer issue resolution and customer retention. Most of the time in this role will be spent in the office taking inbound phone calls, responding to emails, resolving customer requests, and working in the CRM (SalesForce) and accounting system (Trinium).
SIGNIFICANT ACTIVITIES & DELIVERABLES
Answer inbound customer phone calls, incoming emails, and portal requests, which will typically include but are not limited to:
Card Issues - updating or changing PINs, invalidating cards, creating new cards, suspected fraud, etc.
Reporting needs
Billing / Invoice Questions
Strive to let no customer call go unanswered. Promptly return missed customer calls within 15 minutes
All calls must be answered by end of second ring
Have first call resolution for 90% of calls
Answer all incoming emails within 24 business hours
Have first email resolution for 90% of emails
If unable to resolve or research is required, email customer back with completion expectations to ensure acknowledgement of email
No longer than 1 business day for customer resolution
Perform regular account maintenance – check for card restrictions, proper card type / account settings (card limits, transaction limits in line with their average / max over last 12 months)
Update key contact information
Process fraud claims working with customer and card network to resolve all claims in a timely manner
Manage customer relationships to drive customer Net Promoter Score
Ensure issues are resolved by appropriate party and feedback loop is closed with the customer and all issues are logged in SalesForce
Assist in the completion of Customer Onboarding (working with Operations Coordinator to ensure smooth onboarding of new customers printing cards, cardlock confirmation, Authorized User Agreement when appropriate
Acting as backup to the Operations team including onboarding, printing cards, and clearing transaction errors
Administer Christensen Fleet Card web portal training
Monitor newly acquired customers through a post-sale 30-60-90-day follow-up to ensure product usage
Support Customer Service on-call after hours with weekly rotation among the CSRs (after hours are 5PM – 6AM PST, Monday through Friday) weekends, and holidays
Key Metrics Held Accountable to
98% Customer retention
Customer Net Promoter Score > 50
Customer Referrals
Gross Profit Growth for assigned accounts
First Call resolution 90% of time, all calls answered, emails responded to within 4 business hours, issue resolution within 1 business day
CSR Trainee achieving 30-60-90 Day Competencies
LEADERSHIP & TEAM REACH
Understand and live our Core Values
Skills & Qualifications
Proven work experience in customer service role
Demonstrable ability to communicate, present and influence key stakeholders
The ability to relate to a diverse population of customers
Familiarity with CRM and Accounting Software
Working knowledge of MS Office, including Outlook, Excel, Word, and PowerPoint
Telephone support experience preferred
Experience delivering client-focused solutions to customer needs
Proven ability to manage multiple simultaneous tasks, while maintaining sharp attention to detail
Excellent listening, negotiation, and presentation abilities
Strong verbal and written communication skills
Strong interpersonal and organizational skills
PHYSICAL & MENTAL DEMANDS
Operates in a professional office environment.
Regularly required to stand, walk, sit for long periods of times, talk, and hear.
Repeating motions that may include the wrists, hands and/or fingers, with the ability to reach with hands and arms.
This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.
Company Offered Benefits
As Christensen continues to fuel exponential growth, we pursue to offer a diverse portfolio of benefits coupled with our compensation and bonus incentive programs. A few elements of our benefit programs include:
Medical, Dental, Vision, plus Ancillary Plans.
Flexible Spending Accounts for Health and Dependent Care, and Health Savings Accounts.
Company provided long term disability and up to $50,000 of life insurance.
401(k) plan with a generous company contribution.
Paid time off in addition to 7 company paid holidays.
Parental Leave Program.
Employee Assistance Program.
Employee Recognition Program.
Employee Referral Bonus Program.
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SIGNIFICANT ACTIVITIES & DELIVERABLES
Answer inbound customer phone calls, incoming emails, and portal requests, which will typically include but are not limited to:
Card Issues - updating or changing PINs, invalidating cards, creating new cards, suspected fraud, etc.
Reporting needs
Billing / Invoice Questions
Strive to let no customer call go unanswered. Promptly return missed customer calls within 15 minutes
All calls must be answered by end of second ring
Have first call resolution for 90% of calls
Answer all incoming emails within 24 business hours
Have first email resolution for 90% of emails
If unable to resolve or research is required, email customer back with completion expectations to ensure acknowledgement of email
No longer than 1 business day for customer resolution
Perform regular account maintenance – check for card restrictions, proper card type / account settings (card limits, transaction limits in line with their average / max over last 12 months)
Update key contact information
Process fraud claims working with customer and card network to resolve all claims in a timely manner
Manage customer relationships to drive customer Net Promoter Score
Ensure issues are resolved by appropriate party and feedback loop is closed with the customer and all issues are logged in SalesForce
Assist in the completion of Customer Onboarding (working with Operations Coordinator to ensure smooth onboarding of new customers printing cards, cardlock confirmation, Authorized User Agreement when appropriate
Acting as backup to the Operations team including onboarding, printing cards, and clearing transaction errors
Administer Christensen Fleet Card web portal training
Monitor newly acquired customers through a post-sale 30-60-90-day follow-up to ensure product usage
Support Customer Service on-call after hours with weekly rotation among the CSRs (after hours are 5PM – 6AM PST, Monday through Friday) weekends, and holidays
Key Metrics Held Accountable to
98% Customer retention
Customer Net Promoter Score > 50
Customer Referrals
Gross Profit Growth for assigned accounts
First Call resolution 90% of time, all calls answered, emails responded to within 4 business hours, issue resolution within 1 business day
CSR Trainee achieving 30-60-90 Day Competencies
LEADERSHIP & TEAM REACH
Understand and live our Core Values
Skills & Qualifications
Proven work experience in customer service role
Demonstrable ability to communicate, present and influence key stakeholders
The ability to relate to a diverse population of customers
Familiarity with CRM and Accounting Software
Working knowledge of MS Office, including Outlook, Excel, Word, and PowerPoint
Telephone support experience preferred
Experience delivering client-focused solutions to customer needs
Proven ability to manage multiple simultaneous tasks, while maintaining sharp attention to detail
Excellent listening, negotiation, and presentation abilities
Strong verbal and written communication skills
Strong interpersonal and organizational skills
PHYSICAL & MENTAL DEMANDS
Operates in a professional office environment.
Regularly required to stand, walk, sit for long periods of times, talk, and hear.
Repeating motions that may include the wrists, hands and/or fingers, with the ability to reach with hands and arms.
This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.
Company Offered Benefits
As Christensen continues to fuel exponential growth, we pursue to offer a diverse portfolio of benefits coupled with our compensation and bonus incentive programs. A few elements of our benefit programs include:
Medical, Dental, Vision, plus Ancillary Plans.
Flexible Spending Accounts for Health and Dependent Care, and Health Savings Accounts.
Company provided long term disability and up to $50,000 of life insurance.
401(k) plan with a generous company contribution.
Paid time off in addition to 7 company paid holidays.
Parental Leave Program.
Employee Assistance Program.
Employee Recognition Program.
Employee Referral Bonus Program.
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