Customer Service Representative

Nouria Energy Corporation is a multi-generational family-owned wholesale fuel distributor, convenience store operator and car wash operator in New England. Our wholesale and retail fuel businesses are multi-branded, which includes Shell, Mobil, Irving, Sunoco, Gulf, Valero, Citgo, Phillips 66, Exxon, and multiple unbranded brands. Our wholesale operations supply branded and unbranded fuel to 300+ locations across New England and New York. We are ranked within the top 50 largest convenience store chains in the country, operating 150+ company-operated locations throughout New England and ranked within the top 10 largest car wash chains in the country
Nouria Energy Job Description
Position: Golden Nozzle Car Wash Customer Service Representative
Reports to: Customer Service Manager
Location: Springfield, MA
GENERAL SUMMARY
The car wash Customer Service Representative is responsible for the overall handling of communications in a high-volume setting, from customers via phone and email, assisting with customer concerns, complaints, and wash pass related issues in a timely manner and responds to customer website sale issues and inquiries about products, services, and promotions
The car wash Customer Service Representative will report directly to the Customer Service manager
Leadership & responsibilities of a Customer Service Representative
Leadership:

• Is the lead on customer satisfaction and customer loyalty
• Helps to create a brand customers can trust
• Assures that all customer feedback is accounted for and resolves all customer problems
• Assists customers with all areas of wash pass management
• Explains the Terms and Conditions of the Wash Pass and familiarizes customers with products and services
• Focuses on continuing and growing our customer base by creating customer satisfaction

Responsibilities:

• Answers all phone calls and responds to all emails in a timely manner
• Possesses or develops knowledge about car wash operations, products and register transactions in the field so as to understand and relate to customer concerns and problems and fix problems
• Helps customers via email or over the phone with questions or issues related to products and services, Wash pass management, feedback, complaints etc.
• Helps customers via email or over the phone with questions or issues related to website sales
• Handles all walk up customers
• Mails out courtesy coupons to customers for Rewashes etc.
• Keeps all office supplies stocked, places orders for office supplies; puts away supplies
• Orders supplies for the copy machine
• Sorts and distributes mail
• Maintains the master schedule for and books the conference room for meetings
• Answers the door and greets all guests
• Interacts with various vendors
• Fills Fleet Orders
• Can create accounts for new Fleet Customers
• Occasionally accepts checks or credit card payments for Fleet Orders from customers, mails checks to accounting department at Worcester office
• Packages and posts outgoing mail orders for Fleet orders
• Prepares and posts online orders
• Can activate wash books, print courtesy passes, set up and add washes to reloadable wash cards etc. in the Hub and activate employee passes in the Hub
• Processes and fills Costco Orders
• Submits employee Shoe orders to Shoes for Crews on website
• Submits approved Shoes for Crews Invoices and shoe contract forms to payables and payroll weekly
• Directs calls about employee complaints to District Managers and Operations Manager
• Directs calls about Damage Claims to District Managers and Operations Manager
• Issues refunds to customers
• Directs technical problems with customers wash pass accounts to Premier support for IT review
• Reports problems with Wash Pass software to Premiere Support/ IT
• Can submit office maintenance issues on Service Channel for repair
• Occasionally meets contractors at Touch free locations or deposits money from the sites when needed
• Covers for Supervisor's Duties and emails while on vacation

Additional Info:

• Able to work independently and accept responsibility and ownership as it relates to the position's duties and expectations
• Must be able to multitask
• Strong communication skills and phone etiquette
• Strong reasoning and analytical skills
• Be able to earn the trust of staff and customers
• Self-starter, able to anticipate, identify and solve problems
• Possess a positive attitude and strong interpersonal skills, able to work with people at all organizational/community levels
• Team player, committed to working in a collaborative, team environment

Minimum Requirements:

• At least 18 years old
• Two years of Customer Service experience preferred
• Valid driver's license and ability to drive
• Open availability subject to the needs of Nouria / Golden Nozzle
• Must be able work overtime, when needed
• Comfortable using Microsoft Office (Outlook, Word, and Excel)
• High School Diploma or equivalent GED required

Physical Requirements:

• Ability to lift, carry, and hold up to 50 lbs.
• Sitting for long periods of time

Nouria Energy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.