Customer Service Representative

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%.
• Company subsidized Medical/Dental/Vision plans for individual and family coverage.
• Company paid Short-Term and Long-Term Disability insurance.
• Company paid Group Term Life and AD&D Insurance with buy up options for individual and family coverage.
• Generous Paid Time Off benefits: PTO, holidays, bereavement.
• Employee fuel discount.
• Great suburban location and parking is free.

Position Description

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!