Customer Service Representative

Customer Service Representative

Richland Office 071,024-00 - Richland, WA 99352

Overview

Salary Range $22.00 - $26.00 Hourly

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

• Answer inbound customer phone calls, incoming emails, and portal requests, which will typically include but are not limited to:
• Card Issues - updating or changing PINs, invalidating cards, creating new cards, suspected fraud, etc.
• Reporting needs
• Billing / Invoice Questions
• Strive to let no customer call go unanswered. Promptly return missed customer calls within 15 minutes
• All calls must be answered by end of second ring
• Have first call resolution for 90% of calls
• Answer all incoming emails within 24 business hours
• Have first email resolution for 90% of emails
• If unable to resolve or research is required, email customer back with completion expectations to ensure acknowledgement of email
• No longer than 1 business day for customer resolution
• 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)
• Update key contact information
• Process fraud claims working with customer and card network to resolve all claims in a timely manner
• Manage customer relationships to drive customer Net Promoter Score
• Ensure issues are resolved by appropriate party and feedback loop is closed with the customer and all issues are logged in SalesForce
• 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
• Acting as backup to the Operations team including onboarding, printing cards, and clearing transaction errors
• Administer Christensen Fleet Card web portal training
• Monitor newly acquired customers through a post-sale 30-60-90-day follow-up to ensure product usage
• 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:

• 98% Customer retention
• Customer Net Promoter Score > 50
• Customer Referrals
• Gross Profit Growth for assigned accounts
• First Call resolution 90% of time, all calls answered, emails responded to within 4 business hours, issue resolution within 1 business day
• CSR Trainee achieving 30-60-90 Day Competencies

LEADERSHIP & TEAM REACH

• Understand and live our Core Values

SKILLS & QUALIFICATIONS

• Proven work experience in customer service role
• Demonstrable ability to communicate, present and influence key stakeholders
• The ability to relate to a diverse population of customers
• Familiarity with CRM and Accounting Software
• Working knowledge of MS Office, including Outlook, Excel, Word, and PowerPoint
• Telephone support experience preferred
• Experience delivering client-focused solutions to customer needs
• Proven ability to manage multiple simultaneous tasks, while maintaining sharp attention to detail
• Excellent listening, negotiation, and presentation abilities
• Strong verbal and written communication skills
• Strong interpersonal and organizational skills

PHYSICAL & MENTAL DEMANDS

• 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.

COMPANY OFFERED BENEFITS

• 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:
• Health Insurance Benefits:
  • Medical, Dental, Vision, plus Ancillary Plans.
  • Flexible Spending Accounts for Health and Dependent Care, and Health Savings Accounts.
  • Company provided long term disability and up to $50,000 of life insurance.
• 401(k) plan with a generous company contribution.
• Paid time off in addition to 7 company paid holidays.
• Parental Leave Program.
• Employee Assistance Program.
• Employee Recognition Program.
• Employee Referral Bonus Program.