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Customer Support Specialist

4 months ago

Taylor, United States Atlas Oil Company Full time

About Atlas

Atlas Oil Company was founded in 1985 by Sam Simon, an entrepreneur who started the company with a single credit card. Today, Mr. Simon still owns the company through his holding company, Simon Group Holdings. The Simon Group has a deep history of entrepreneurial success and currently boasts strong investments in real estate, technology, and other alternative investments. The holding company’s largest entity, Atlas Oil, provides national fuel supply and logistics services backed with personalized, local support to its customers and clients, with remote operational locations and company owned fleets located throughout the country. While originally based in Taylor, MI, the company’s corporate operations are based primarily out of the Houston, TX office today.

Atlas Oil Company knows that culture is key to the success of a business, so our strong cultural values lead the way we build our team. We focus on collaboration and put decisive, disruptive innovation at the top of the pyramid. We are passionate about what we do, and we’re always looking for talented individuals who are as motivated as we are. If you are a passionate, solution-driven, out-of-the-box thinker that thrives on results, we’d love to hear from you. Atlas Oil offers a welcoming, motivating environment where you’ll be surrounded by entrepreneurial-minded people who always give 110%.


Job Summary

Atlas Oil Company is looking for a highly motivated Customer Support Specialist with an emphasis on service and a desire to continually grow and learn about our products and services. This role will be more focused on issue resolution with internal and external customers. Responsibilities include managing & resolving a wide variety of customer inquiries submitted through customer service, using resolution methods such as account research, pricing review/calculation, delivery specific etc. Additional duties: Invoicing of freight customers during non-peak phone hours, account management, conflict resolution and with the ability to assist answering a high-call volume, handling customer orders, questions, concerns, and other inquiries with the highest degree of courtesy and professionalism. An ideal candidate will look to resolve customer issues with one call resolution as well as offer alternative solutions where appropriate with the objective of retaining the customer’s business.


Primary Responsibilities

  • Courteously answer telephones using Active Listening, clear communication, positive language, empathy and critical thinking
  • Responsible for evaluating and handling incoming calls. Requests in the areas of logistics, invoicing, pricing, drafting, credit and collections, account summaries, customer portal support, general inquiries, new ship to requests, compliments, complaints, and document delivery are common.
  • Evaluates the need of the customer to determine if the issue can be resolved while on the telephone. Research and routes to the appropriate subject matter expert utilizing a CRM tool.
  • Enters customer orders with the highest degree of courtesy and professionalism.
  • Communicate effectively and professionally with all internal and external customers.
  • Regularly update and maintain customer information in all systems.
  • Assists the Customer Service, Sales, Operations & Back-office departments where applicable
  • Support companywide projects as required
  • Bill customers in a timely and accurate manner. Ensures bills are in compliance with appropriate contracts, guidelines, and regulations
  • Identify issues, research and/or remedy as appropriate
  • Maintain and update billing folders in accordance with established guidelines


Required Experience

  • 1-3 Years of customer service representative experience preferred.
  • Proven ability to analyze and assess the needs of diverse clients.
  • Desire to solve problems and an insatiable desire to help internal and external customers required.
  • Has knowledge of commonly used concepts, practices, and procedures within the customer service field.
  • Experience entering information into a Customer Relationship Management (CRM) tool
  • Ability to follow instructions and pre-established guidelines to perform the functions of the job (i.e. order entry, telephone standards, etc.)
  • Ability to adapt to changing or increasing demands in an evolving role.
  • Ability to offer excellent internal and external customer service under pressure.
  • Strong flexibility and adaptability to manage multiple tasks within stringent time frames while maintaining accuracy
  • Ability to work well within a team environment
  • Well organized and detail-oriented with excellent analytical and customer service skills
  • Previous experience working within billing (preferred)


Education & Qualifications

High School diploma or GED with years of job specific experience


*Typical work schedule would be Tuesday through Saturday from 8am to 5pm EST


EQUAL EMPLOYMENT OPPORTUNITY

Atlas Oil Company provides equal employment opportunities to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, weight and height or military status, in accordance with applicable federal laws.