Customer Care Team Member

Majors Management, LLC is a leader at operating, developing, servicing and supporting retail convenience centers and gas station properties, and a leading distributor of high-quality branded motor fuels.

Our Customer Care Team Members do the most important work in our Support Center because they directly interact with our valued Customers (internal or external). Team Members in this department are focused on listening to our customers and resolving their issues and concerns with heartfelt compassion, always demonstrating convenience you can TRUST in their tone, demeanor and urgency.

We have an immediate opening for a Part-Time Days Customer Care Team Member to work 20 to 25 hours each week in our new Lawrenceville Corporate Office on Lakes Parkway.

The purpose of this position is to coordinate the communication and implementation of best practices within the Majors Management Convenience Store Dealer network.  Activity will include receiving, entering, researching and resolving external and internal customer issues, documenting these issues in SalesForce and assigning them to the appropriate owner. 

RESPONSIBILITIES:

• Accept and address all inbound channels of customer feedback. These could include phone calls, emails, or portal requests.

·       Point-of-contact for all customer service-related issues.

·       Treat our customers with respect.

·       Collect all contact information as well as issue relevant information.

·       Research, resolve and communicate resolutions to customers in a timely manner.

·       Transfer case to appropriate department if unable to resolve the case independently.

·       Document all communications with customers in Salesforce for reporting purposes.

·       Daily monitoring of Open Cases to ensure none are “dropped”.

·       Promote a positive rapport and working relationship between the company and the customer.

·       Address all brand related issues with the same urgency as customer issues.

·       Reports to the Manager of Customer Care.

QUALIFICATIONS:

·       Associate degree preferred or equivalent years of experience.

·       Ability to work independently and use good judgment.

·       Resourceful, self-motivated and driven.

·       Ability to recommend updates, improvements and strategic changes to management.

• Integrity and trust with every team member and customer.
• Strong interpersonal and communication skills, verbal and written.
• Strong ability to listen and respond to customers in a professional, compassionate and calm manner.
• Experience with giving detailed instructions.
• Punctual and eager to adhere to schedule and processes.
• Flexibility and adaptability.
• Problem Solver - ask important questions to develop a solution.
• Proficient in Excel, Outlook and Word.

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is frequently required to sit, hear, speak and use hands to type data, operate business equipment and dial the telephone. They are regularly required to sit, stand, hear and speak.