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Customer Support Specialist II, Sales Operations

2 months ago

Orange, California, United States PILOT Full time

Company Overview


Pilot Company stands as a premier network of travel centers, employing over 30,000 individuals across more than 750 retail and fueling sites throughout the United States and Canada.

Our energy and logistics sector is recognized as a leading provider of fuel, operating one of the largest tanker fleets and delivering essential services to oil operations in the most active regions of our nation.

Pilot Company boasts a diverse portfolio of brands, showcasing our expertise in supply chain management, retail operations, logistics, transportation, technology, digital innovation, construction, maintenance, human resources, finance, sales, and marketing.

Founded in 1958 by Jim A. Haslam II and currently under the leadership of CEO Adam Wright, we remain committed to our foundational values, a people-first culture, and a dedication to community support.

Our mission is to serve everyone we encounter, whether they are guests, team members, or trucking companies, by providing essential services that keep North America moving.


All qualified candidates will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected under applicable federal, state, or local law. We encourage military personnel to apply.



Position Overview

Compensation: $21 per hour

Key Responsibilities

  • The Customer Support Specialist addresses customer inquiries, complaints, billing questions, and driver card issues through various communication channels including phone, email, and fax.
  • They offer solutions tailored to the customer's fleet requirements by leveraging their understanding of our products and services.
  • This role reports to the Customer Service Supervisor and is based in Southern California.
  • Customer Inquiry Resolution: Responds to inquiries utilizing knowledge of the company's offerings via phone, email, or fax.
  • Average daily inbound call volume: 40.
  • Adheres to the established work schedule and break times.
  • Must comply with all policies and procedures, paying close attention to customer notes and directives from sales, credit, or management.
  • Maintains a professional and courteous relationship with all departments and customers.
  • Effectively manages multiple computer systems simultaneously.
  • Identifies and prioritizes tasks based on their significance.
  • Communicates with management regarding any significant system or customer-related issues that may arise.

Qualifications

  • Possesses a sense of urgency and the ability to recognize critical issues.
  • Reliable and a valuable resource for special projects or transitions.
  • Minimum of three years of demonstrated experience in customer service, preferably in a phone-based environment.
  • Able to work various scheduled hours and overtime, including evenings, weekends, and holidays as necessary.
  • Proficient in Microsoft Outlook, Excel, Word, and capable of learning new software, including in-house systems.
  • Available for on-call duties at least once every two months and as required.

Additional Information

This position is part of the SC Fuels team at Pilot Company.