Customer Service Representative I Job at Sheetz
Location: Sheetz Corporate - Claysburg, PA
Schedule: This is a hybrid role where you are expected to work 2-3 days onsite at our Distribution Center in Claysburg, PA. This is a rotational schedule, mostly 2nd shift, start times between 4pm-5pm, typically a 10 hour shifts, schedule changes depending on the operational needs of the business, includes weekends and holidays
PRIMARY PURPOSE OF THIS POSITION:Provide excellent customer service while serving as a first line de-escalation point to protect brand reputation, as well as troubleshoot technical app and other program issues.
ESSENTIAL FUNCTIONS: (other duties may be assigned)
- Address a range of customer service situations through various touchpoints and provide first line support for crisis-level situations to protect the brand.
- Possess basic knowledge of customer facing promotions and programs to provide first level technical support for customer technology issues (e.g., mobile app, online ordering, SheetzGo, subscriptions, loyalty program, etc.).
- Troubleshooting complex concerns pertaining to payment systems (e.g., Sheetz Visa, Fleet credit cards, FISCAL) and payments/transactions at store level (e.g., failed transactions, preauthorization and crypto payments).
- Work within ticketing system to document customer inquiries efficiently and accurately.
- Route inquiries to specific corporate departments as needed.
- Identify and escalate crisis situations to level 2 rep or supervisor as needed.
- Ability to keep consumer information and classified proprietary information confidential.
- Effectively navigate various software and computer systems necessary to the position.
REQUIREMENTS: (Equivalent combinations of education, licenses, certifications and/or experience may be considered)
Education
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High School/GED required
- Minimum 2 years Help Desk/Call Center Experience preferred
- Minimum 2 years customer service experience required
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None required
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General Office Equipment
ABOUT SHEETZ
Sheetz, Inc. is a fast-growing, family-owned, food/convenience company that has been in business since 1952. Sheetz has over 600 locations in Pennsylvania, Ohio, Virginia, West Virginia, Maryland and North Carolina.
Our mission at Sheetz has been to meet the needs of customers on the go. Of course, things have changed over those nearly 70 years. Life is faster and busier, and customers expect us to be there when they need us most. One thing that hasn't changed is our commitment to our customers, our employees and the communities in which we operate. Sheetz donates millions of dollars every year to the charities it holds dear.
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