Customer Service Representative
Love's Travel Stops & Country Stores - Oklahoma City, OK

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BASIC PURPOSE :

The primary purpose of the Contact Center Representative is to provide 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.

Minimum Requirements

EDUCATION AND EXPERIENCE:
  • Education:
    • HS Diploma or equivalent required
    • Some College a plus
  • Experience:
    • 2-3 years Call Center and Customer Service Experience
SKILLS AND PHYSICAL DEMANDS:
  • Skills:
    • Hard skills: Computer Skills, Microsoft Office and Access, Customer Service Software, Typing (60+ wpm)
    • 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.
****COME GROW WITH LOVE'S****

Love's is an equal opportunity employer

Love's Travel Stops & Country Stores - 16 months ago - save job - block
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About this company
65 reviews
At Love's, our people have been the key to our success since our founding more than 45 years ago. During that time, we have grown from a...