Customer Service Representative - Full-time / Part-time

Req ID: 105906

Love’s is a family-owned and operated company based in Oklahoma City. We are looking for talented people to join the team in our call center as front-line customer service representatives.

As a customer service representative at Love’s, you will play a pivotal role in serving our customer base as an empowered agent in our “whatever it takes” drive to deliver the best resolution to our customers.

We’ll get you started by providing on-the-job training and resources. On our team, you’ll play an important part of shaping our customer experience. You’ll be actively listening to our customers, answering their questions and using your resources to provide solutions.  You’ll be part of a team-oriented and FUN environment while working to meet performance metrics.

If your current job makes you feel like:

• You’re “just biding your time”

• You’re just a number

• You’re stuck in a negative environment with nowhere to go

Then this is an opportunity you should consider.

We have a lot to offer.
Customer Service Representatives start at a competitive rate.
Love’s offers the following to full-time employees:

• Medical/Dental and Life Insurance Plans
• Vision Reimbursement
• 401(k) with Company Match
• Holiday Pay
• Paid Time Off
• Employee Assistance Program

*Most benefits are subject to an eligibility waiting period.

Careers are Possible at Love’s!
The contact center has grown 1400% in 6 years with 100% of our leadership roles currently filled from internal promotions.

• We provide a comprehensive 5 week introductory training program.
• We offer additional in-house training and shadowing
• We provide one-on-one coaching and feedback to help develop your skill set
• We provide leadership training opportunities

Who should consider applying?
Someone who:
• is comfortable conducting business over the phone and email
• is able to type detailed notes while talking
• is comfortable working in a rapidly changing environment
• is dependable and able to work on his/ her own
• has strong computer skills

Bottom line?
If you want to be a part of something awesome in an engaging environment, don’t miss this opportunity!

***For more specifics regarding this position, please see job description below***

BASIC PURPOSE:

Contact Center Representative provides exceptional customer service, Roadside Service dispatch, and initiates sales to a wide range of clients. Contact Center Representatives will be instrumental in creating an environment of service excellence that transcends service levels commonly experienced in the industry. Fast-paced, high service environment where business is conducted with integrity and in a positive, respectful, and timely manner

MAJOR RESPONSIBILITIES:

• Provides the highest quality customer experience and exceeds expectations of all internal and external customers by handling all questions, complaints, and inquiries with the highest degree of courtesy and professionalism.
• Assists customers, stores, and restaurant personnel by handling questions, complaints, and inquiries via inbound telephone calls, voicemail messages, e-mail messages, comment cards, U.S. mail, etc.
• Creatively solves customer issues and provides resolutions to the customer’s satisfaction. Escalates issues as needed to the appropriate individuals or departments.
• Detailed documentation of customer incidents and resolutions in case records, emails, etc. in a proficient, accurate, and timely manner.
• Follow-up of customer cases and escalations to management, other departments, customers, etc. and posts resolutions to case records.
• Maintains ILR loyalty program by assisting customers and store personnel with ILR general program questions, status level, and performing account maintenance as needed.
• Handles all gift card balance inquiries, general questions, and bulk gift card orders.
• Generates reporting daily, weekly, monthly, and quarterly regarding agent performance metrics, customer call detail, resolution status, and historical trends.
• Creates, prints, addresses and mails response letters to customers as needed.
• Achieves phone management metrics as determined for Contact Center Representatives.
• Other duties assigned as needed.

EDUCATION AND EXPERIENCE:

• Education:
  • HS Diploma or equivalent required
  • Some College a plus
• Experience:
  • 2-3 years Call Center and Customer Service Experience Preferred

SKILLS AND PHYSICAL DEMANDS:

• Skills:
  • Hard skills: Computer Skills, Microsoft Office and Access, Customer Service Software, Typing
  • Soft Skills: Excellent written/verbal communication, customer focused, ability to learn quickly, team player, attention to detail, thorough follow-up, and ability to multitask
• Typical Physical Demands:
  • Requires prolonged sitting, some bending and stooping.
  • Occasional lifting up to 25 pounds.
  • Manual dexterity sufficient to operate a computer keyboard and calculator.
  • Requires normal range of hearing and vision.

Job Function(s): Customer Service

Clean Places, Friendly Faces. It's been the guiding principle at Love's for more than 50 years, and it's leading us into the future. We're passionate about serving drivers with clean, modern facilities stocked with plenty of fuel, food and supplies. Love's has two primary kinds of stores. Our 'Country Stores' are fueling stations with a convenience store attached. The larger 'Travel Stops' are located on interstate highways and offer additional amenities such as food from popular restaurant chains, trucking supplies, showers and more.