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Customer Service Rep

2 weeks ago

Kent, WA, United States PetroCard Full time
Position Description

Our customers are the reason we exist, and we are looking for a professional who believes in giving customers a 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 card, 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 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
Benefits
  • Shift is Monday-Friday, 8:30 am - 5:00 pm with occasional on-call support required.
  • Hourly rate of pay is $24-$27 DOE and eligible for overtime. Generous compensation when providing on-call coverage.
  • 401k Plan with dollar-for-dollar company match up to 5%.
  • Great Medical/Dental/Vision plans for individual and family coverage.
  • Short-Term and Long-Term Disability insurance.
  • Group Term Life Insurance options for individual and family coverage.
  • Paid Time Off benefits: PTO, holidays, bereavement.
  • Employee fuel discount.
  • Great suburban location and parking is free.