Sr. Customer Service Representative

RaceTrac Company Overview

Job Description:
Responsibilities for the Customer Service Representative include: daily interaction with internal and external customers, assistance with consumer inquiries and disputes, maintenance of internal databases and the tracking and resolution of calls to our Customer Service phone line

Responsibilities:

• Point of contact for all calls to Customer Service 800 Line; research and resolve all customer inquiries and disputes and escalate to appropriate department contact as applicable.
• Assist consumers with disputes as related to credit card operations, station inquiries, products, and billing.
• Assist distributors and dealers as related to issues that arise with credit, billing, marketing, accounting, and finance.
• Support sales staff in daily operations including the resolution of all customer inquiries/issues and the coordination of resources and supplies.

• Develop and maintain relationships with internal departments; work collaboratively as issues arise. • Update and maintain all department reports and databases.

• Handle credit related activity, including but not limited chargebacks, overshorts, inventory management and coordination, billing, and tracking of credit card transactions.
• Serve as a back-up to manager for new station set-ups, including credit card processing set up, ordering of equipment, and updating of all internal systems.
• Participate in special projects, information gathering and ad-hoc reporting as needed.

Qualifications:

• Associates Degree or related experience
• 4 years’ experience in a Customer Service role
• 2 years’ experience as lead Customer Service Representative and 1 year experience in petroleum industry preferred
• Proficient in Microsoft Office Suite
• Motivated and pro-active
• Excellent time management and organizational skills
• Ability to work well both independently and in a team environment
• Excellent oral and written communication skills
• Solid analytical and problem solving skills
• Ability to organize and manage multiple tasks within demanding deadlines
• Ability to interact effectively with people in positions of influence

Job Type: Full-time

Pay: $28.00 per hour

Expected hours: 40 per week

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: Hybrid remote in Framingham, MA 01701