Job Title: Cardlock Customer Service Representative

Overview
Fueling business. Powering progress.
Originally founded in 1930, SC Fuels is one of the oldest and largest petroleum distributors in the United States. Serving more than 11,000 customers annually, ranging from small family-owned businesses to Fortune 500 companies, we deliver gasoline, diesel fuel, alternative fuels and other petroleum products and related services in over 15 western states at the most competitive prices. Our leadership also extends to fleet card services with a fueling network of over 230,000 cardlock sites, truck stops and retail stations nationwide.

OVERVIEW:
The Customer Service Representative handles customer inquiries, complaints, billing questions, and driver card issues via phone, email/ticketing system, and fax. They provide solutions to the customer's fleet needs by using their knowledge of our products and services. They proactively seek out new business from our current customer base by asking important questions, during each call, as the opportunity arises. Customer service reports to the Customer Service supervisor, and is based in Southern California.

Base Compensation for this role is $17.50 to $18.00 per hour, DOE.

Benefits offered

Medical
Dental
Vision
Life Insurance
Paid Time Off
401K with company match
Fuel discount program
Wellness Programs
Employee Discount Programs
Recognition Programs
Education Assistance & more!

Responsibilities

Customer Inquiry Resolution- Responds to inquiries using knowledge of company's product and services via phone, email, or fax.

Daily Average inbound call volume-40
Adheres to work schedule and break times
Must follow all policies and procedures, paying strict attention to customer notes and instructions issued by sales, credit, or management.
Is able to maintain a professional and courteous relationship with all departments and customers in contact.
Is able to multitask through multiple computer systems.
Is able to identify and prioritize work based on level of importance.
Communicates with management if any system/customer larger base issues should come up. Has a sense of urgency and is able to identify such issues.
Is reliable and a good resource for special projects or conversions.

Maintain Customers Card Deck- Cancel/unlock/reissue cards on customer's accounts. Place orders for new card requests. Suggest card types based on customers' current needs and location.

Accuracy of request needs to be at 98%

Speaks to customers on a daily basis to establish a personal connection and do a review of their card deck. They also seek to find untapped new customer business by asking customer if we are their only fuel provider.
On Call- The customer service rep is required to take on call responsibilities at minimum once every 3 months. This can be broken down among a few days over a period of one month as management sets the schedule. On call will be enforced if unable to find coverage on a voluntary basis. After hours assistance program is assigned from a Friday to Thursday. 5pm-6am on weekdays including Saturday and Sundays. They handle calls using a cell phone and laptop.
Percent of Limit Calls- Calls on a daily list of customers that have reached 70% or more of their card usage and increases limits on cards as needed.
Variance Report- Calls on a daily list of customers that have an unusual number of transactions in one day on one specific card. This can lead to fraud detection internally or duplicate card fraud.
Voyager Daily Decline Report- Calls on a daily list of accounts that have had cards locked due to the driver entering the wrong pin number more then 3 times in a row. This is also used as a tool for potential fraud.
Performs other job-related duties as assigned by direct supervisor

Qualifications

High school diploma or equivalent; undergraduate degree preferred
Minimum three years demonstrated customer service experience, preferably phone based
Able to work various scheduled hours and overtime including evenings, weekends, and holidays as needed
Proficient with Microsoft Outlook, Excel and ability to learn new computer programs including in house systems
Able to take On call at least once every 3 months and when required

SC Fuels is an equal opportunity employer. EOE/AA/M/F/Vets/Disabled
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