Christensen, Inc.

Customer Service Representative

Seattle, WA

Full-time

About This Job

Description

SCOPE:

Fleet Card is a division of Christensen Inc. Fleet Card sells and manages a fleet card network for our customers to purchase fuel. (A fleet card is like a credit card for commercial vehicle fleets to purchase fuel). The Customer Service Representative (CSR) is responsible for customer service, customer retention, and post sales follow-up for the division. CSRs report to the Account Manager Supervisor for the division, but regularly act autonomously to carry out and personify our Core Values while meeting our customers’ needs. The key focus areas for this position are customer issue resolution and customer retention. Most of the time in this role will be spent in the office taking inbound phone calls, responding to emails, resolving customer requests, and working in the CRM (SalesForce) and accounting system (Trinium).

SIGNIFICANT ACTIVITIES & DELIVERABLES

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Answer inbound customer phone calls, incoming emails, and portal requests, which will typically include but are not limited to:

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Card Issues - updating or changing PINs, invalidating cards, creating new cards, suspected fraud, etc.

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Reporting needs

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Billing / Invoice Questions

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Strive to let no customer call go unanswered. Promptly return missed customer calls within 15 minutes

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All calls must be answered by end of second ring

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Have first call resolution for 90% of calls

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Answer all incoming emails within 24 business hours

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Have first email resolution for 90% of emails

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If unable to resolve or research is required, email customer back with completion expectations to ensure acknowledgement of email

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No longer than 1 business day for customer resolution

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Perform regular account maintenance – check for card restrictions, proper card type / account settings (card limits, transaction limits in line with their average / max over last 12 months)

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Update key contact information

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Process fraud claims working with customer and card network to resolve all claims in a timely manner

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Manage customer relationships to drive customer Net Promoter Score

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Ensure issues are resolved by appropriate party and feedback loop is closed with the customer and all issues are logged in SalesForce

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Assist in the completion of Customer Onboarding (working with Operations Coordinator to ensure smooth onboarding of new customers printing cards, cardlock confirmation, Authorized User Agreement when appropriate

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Acting as backup to the Operations team including onboarding, printing cards, and clearing transaction errors

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Administer Christensen Fleet Card web portal training

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Monitor newly acquired customers through a post-sale 30-60-90-day follow-up to ensure product usage

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Support Customer Service on-call after hours with weekly rotation among the CSRs (after hours are 5PM – 6AM PST, Monday through Friday) weekends, and holidays

Key Metrics Held Accountable to:

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98% Customer retention

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Customer Net Promoter Score > 50

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Customer Referrals

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Gross Profit Growth for assigned accounts

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First Call resolution 90% of time, all calls answered, emails responded to within 4 business hours, issue resolution within 1 business day

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CSR Trainee achieving 30-60-90 Day Competencies

LEADERSHIP & TEAM REACH

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Understand and live our Core Values

Skills & Qualifications

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Proven work experience in customer service role

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Demonstrable ability to communicate, present and influence key stakeholders

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The ability to relate to a diverse population of customers

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Familiarity with CRM and Accounting Software

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Working knowledge of MS Office, including Outlook, Excel, Word, and PowerPoint

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Telephone support experience preferred

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Experience delivering client-focused solutions to customer needs

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Proven ability to manage multiple simultaneous tasks, while maintaining sharp attention to detail

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Excellent listening, negotiation, and presentation abilities

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Strong verbal and written communication skills

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Strong interpersonal and organizational skills

PHYSICAL & MENTAL DEMANDS

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Operates in a professional office environment.

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Regularly required to stand, walk, sit for long periods of times, talk, and hear.

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Repeating motions that may include the wrists, hands and/or fingers, with the ability to reach with hands and arms.

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This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Company Offered Benefits

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As Christensen continues to fuel exponential growth, we pursue to offer a diverse portfolio of benefits coupled with our compensation and bonus incentive programs. A few elements of our benefit programs include:

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Health Insurance Benefits:

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Medical, Dental, Vision, plus Ancillary Plans.

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Flexible Spending Accounts for Health and Dependent Care, and Health Savings Accounts.

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Company provided long term disability and up to $50,000 of life insurance.

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401(k) plan with a generous company contribution.

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Paid time off in addition to 7 company paid holidays.

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Parental Leave Program.

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Employee Assistance Program.

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Employee Recognition Program.

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Employee Referral Bonus Program.

Qualifications

SCOPE:

The Customer Operations Specialist coordinates the administrative functions related to customer service, onboarding/offboarding/updates, co-op, license fees, rebates, and contract management for the Retail Fuels business. This position is accountable for delivering Gross Profit, EBITDA and NPS targets for the Retail Fuels Division of Christensen. They are to act as the key point of contact for all assigned branded convenience store and truck stop customers in the Retail Fuels division of Christensen, Inc. The Customer Operations Specialist provides substantial support for the Wholesale Fuels and Operations teams.

SIGNIFICANT ACTIVITIES & DELIVERABLES

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Manage the Christensen book of business as primary contact for customer needs, often taking calls outside of regular business hours deliver on CVP and NPS goal of 50 or higher

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Manage customer relationships to drive customer Net Promoter Score

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Ensure issues are resolved by appropriate party and feedback loop is closed within SalesForce and with the customer

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Delivering Customer Value Proposition to customers that include:

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Promotions and programs notifications

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Notify customers of upcoming promotions, programs, and trainings

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Ensure that customer location has proper POP

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Payment history and issue resolution

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Review with customers credits/debits and bounced EFTs

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Act as a Coach to customers on their ordering habits and encourage Christensen managed inventory management “Keep Full / MBIM”

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Train and set up customers on the portal

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Market based inventory management

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Coordinate with the logistics team to communicate any adjustments or possible delays in deliveries

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Integral player in successful customer onboarding ensure new customers are properly welcomed with a phone introduction and a welcome packet

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Visit customers sites and/or coordinate customer visits on a bi-annual basis.

Rebates

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Provide all branded rebate payments to asset accountant

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Upkeep of branded rebate trackers

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Gather lift number volume

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Gather delivered volume

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Submit volume onto oil company websites

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Submit volume disputes

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Complete a profit/loss analysis for logistics

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Review and approve accounting rebate accruals

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Provide customers preferred method of rebate payment to asset accountant

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Create Salesforce dealer and oil company rebate records

License Fees

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Request station volume report from customers POS

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Gather monthly volume for accounting accrual

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Provide GL numbers to AP and Billing per invoice

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Provide instruction on how to process applicable customer billing

Co-Op

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Maintain tracking of all co-op funds and use per brand

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Assign GL numbers to all co-op invoices

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Submit co-op claims for reimbursement

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Ensure receipt of co-op credits

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Complete co-op check requests

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Communicate updated co-op balances and branded program information to team

Contracts & Security – backup to Operations Supervisor

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Analyze approved deal approval packets to ensure contract language aligns

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Validate actual spend with Finance for contract accuracy

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Draft Product Sales Agreements, assignment & assumptions, consent to assignments, addendums, demand letters, SBA agreements, and others as requested

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Draft cover letters

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Ensure cover letters and contracts are fully executed

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Provide copies of signed contracts to customers

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Provide copies of signed contracts and cover letters to team and outline next steps

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Notify oil company reps of signed customer contracts and request ETA on oil company contracts & funds

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File deal approval packets, customer contracts, oil company contracts, and cover letters electronically

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Ensures oil company contract receivables match incentives represented in deal approval packets

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Create Salesforce contract records and maintain upkeep

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Continuous communication with attorney’s office for various requests, including title reports, DOT drafts, UCC financing statements, and other security documents

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Coordinate completion of subordination agreements, reconveyances, deed of trusts, etc.

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Continuous communication with closing agents to ensure execution of contracts and security documents

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Engage in frequent contract research

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Ensure subsequent steps are followed upon completion of stipulations listed in contracts

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File oil company payments, customer advance payments, & any other related documents

LEADERSHIP & TEAM REACH

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Assist with future projects within the Wholesale Team, including acquisitions, system integrations or other projects as assigned.

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Liaison between RF operations, sales, all divisions, and facilities to ensure information is being disseminated in a timely manner.

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Remain flexible as the demands of the business unit and company change.

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Work with others to learn continuously, to solve unexpected problems, to break bottlenecks, and to challenge the status quo.

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Update job knowledge by participating in educational opportunities.

Skills & Qualifications

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Recommended 5 years’ customer service or analyst experience. Professional degree preferred

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Excellent planning and organizational skill

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Ability to balance multiple tasks simultaneously

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Demonstrated success solving complex issues in a timely manner

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Excellent computer skills

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Experience operating in multiple programs at once

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Excellent verbal and written communication skills

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Strong analytical and decision-making skills

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A strong ability to be adaptable and flexible

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Goal driven

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Able to work in a fast-paced, deadline driver environment

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Ability to plan and see the “big picture”

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Demonstrated strong problem solving and crisis management skills

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Must maintain confidentiality regarding sensitive information

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Available for occasional travel

PHYSICAL & MENTAL DEMANDS

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Operates in a professional office environment.

•

Regularly required to stand, walk, sit for long periods of times, talk, and hear.

•

Repeating motions that may include the wrists, hands and/or fingers, with the ability to reach with hands and arms.

•

This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

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