Address
Form of work4 day work week, rotational schedule, typically 10 hour shifts, start times between 8am-10am. Schedule does include some weekends and holidays.
OVERVIEW
Provide excellent Customer Service while serving as a first line de-escalation point to protect brand reputation, as well as troubleshoot technical app and other program issues.
RESPONSIBILITIES (other duties may be assigned)
- Address a range of Customer Service situations through various touchpoints and provide first line support for crisis-level situations to protect the brand.
- Possess basic knowledge of customer facing promotions and programs to provide first level technical support for customer technology issues (e.g., mobile app, online ordering, SheetzGo, subscriptions, loyalty program, etc.).
- Troubleshooting complex concerns pertaining to payment systems (e.g., Sheetz Visa, Fleet credit cards, FISCAL) and payments/transactions at store level (e.g., failed transactions, preauthorization and crypto payments).
- Work within ticketing system to document customer inquiries efficiently and accurately.
- Route inquiries to specific corporate departments as needed.
- Identify and escalate crisis situations to level 2 rep or supervisor as needed.
- Ability to keep consumer information and classified proprietary information confidential.
- Effectively navigate various software and computer systems necessary to the position.
QUALIFICATIONS
Education
- High School/GED required
Experience
- Minimum 2 years Help Desk/Call Center Experience preferred
- Minimum 2 years Customer Service experience required
Licenses/Certifications
- None required
Tools & Equipment
- General Office Equipment
