Customer Service Representative
PetroCard, Kent, WA, United States
Job Title
Our customers are the reason we exist, and we are looking for a professional who believes in giving customers quality experience. In this position, you will be responsible for providing excellent and efficient customer service by phone and email. This position works in-office at our Kent WA headquarters and reports to the Supervisor, Customer Service. Key Responsibilities:
Demonstrate professionalism and composure when interacting and troubleshooting with customers and co-workers, sometimes under difficult circumstances. Effective verbal and written communication. Multi-tasking incoming phone lines to troubleshoot service issues, work with customer card requests and resolve assigned cases in Salesforce. Contribute to the daily production and mailing of fuel access cards. Provide customers with information on the various PetroCard network value-added features, advantages and benefits. Ability to troubleshoot cards, site and transaction related issues. Understand card types, the network, billing, and customer tax status. Update and maintain customer information and pertinent notes in various computer systems (Sage and Salesforce). Create custom customer reports. Provide after-hours customer service calls on a rotating weekly basis (typically less than one rotation per month). Identify opportunities to improve overall department efficiency and performance. Perform special projects or tasks as needed. Job Requirements:
Must be able to work a standard Monday-Friday daytime schedule in our office in Kent, as well as be on call after hours and on weekends for one week at a time on a rotating basis (currently every 6 weeks). Three or more years' customer service experience and/or training, preferably in a production environment or high-volume call center. Demonstrated proficiency with multi-line phone systems, Microsoft Office (specifically, Excel, Word, Outlook and Explorer), and working with computers, printers and office equipment. Experience using contact management or Salesforce software a plus. Able to adapt communication style in a fast-paced environment supporting end users. Highly organized, able to multi-task and deliver results. Able to prioritize competing tasks and succeed in a fast-paced environment with rapidly changing priorities. Strong attention to detail and a willingness to take ownership and see an issue through to completion. Able to adapt to change, learn new tasks and technologies, and focus on continuous improvement. Reliable and dependable
regular and punctual attendance is critical. Fluency in a second language a plus!
Our customers are the reason we exist, and we are looking for a professional who believes in giving customers quality experience. In this position, you will be responsible for providing excellent and efficient customer service by phone and email. This position works in-office at our Kent WA headquarters and reports to the Supervisor, Customer Service. Key Responsibilities:
Demonstrate professionalism and composure when interacting and troubleshooting with customers and co-workers, sometimes under difficult circumstances. Effective verbal and written communication. Multi-tasking incoming phone lines to troubleshoot service issues, work with customer card requests and resolve assigned cases in Salesforce. Contribute to the daily production and mailing of fuel access cards. Provide customers with information on the various PetroCard network value-added features, advantages and benefits. Ability to troubleshoot cards, site and transaction related issues. Understand card types, the network, billing, and customer tax status. Update and maintain customer information and pertinent notes in various computer systems (Sage and Salesforce). Create custom customer reports. Provide after-hours customer service calls on a rotating weekly basis (typically less than one rotation per month). Identify opportunities to improve overall department efficiency and performance. Perform special projects or tasks as needed. Job Requirements:
Must be able to work a standard Monday-Friday daytime schedule in our office in Kent, as well as be on call after hours and on weekends for one week at a time on a rotating basis (currently every 6 weeks). Three or more years' customer service experience and/or training, preferably in a production environment or high-volume call center. Demonstrated proficiency with multi-line phone systems, Microsoft Office (specifically, Excel, Word, Outlook and Explorer), and working with computers, printers and office equipment. Experience using contact management or Salesforce software a plus. Able to adapt communication style in a fast-paced environment supporting end users. Highly organized, able to multi-task and deliver results. Able to prioritize competing tasks and succeed in a fast-paced environment with rapidly changing priorities. Strong attention to detail and a willingness to take ownership and see an issue through to completion. Able to adapt to change, learn new tasks and technologies, and focus on continuous improvement. Reliable and dependable
regular and punctual attendance is critical. Fluency in a second language a plus!