Customer Experience Associate

Bartech Staffing; Bartlesville (OK); On-site; USD 27,000 - 38,000; Full time

Job summary

Impellam Group is seeking an Associate of Customer Experience in Bartlesville, OK to provide professional and courteous service to Marketers and Dealers regarding network connectivity and credit card acceptance. This role requires 24/7 availability and the ability to deliver timely, accurate technical support.

It is heavy on customer service, not an IT help desk. Responsibilities include responding to inquiries, troubleshooting POS devices, processing supply requests, and handling chargebacks

Qualifications

• High School Diploma or GED is required.
• Experience in customer service or help desk is preferred.
• Willingness to work any shift including overnights, evenings, weekends, and holidays.

Responsibilities

• Respond to inquiries via phone, email, or chat and resolve credit card processing issues.
• Troubleshoot POS hardware/software and network connectivity.
• Process supply requests per CS M guidelines.
• Assist with retrieval requests and chargebacks in the Credit Card Settlement System.
• Address marketer/dealer inquiries on credit card batch totals and reconciliation.
• Maintain records and meet performance targets for service, productivity, and quality.
• Maintain proficiency in software, hardware, and web-based platforms.
• Be available for any shift, including overnight hours.

Skills

Customer service

Technical support

Phone support

Teamwork

Communication

Education

High School Diploma or GED

Tools

EPOS equipment

Microsoft Office

Credit Card systems

Job description

The Associate of Customer Experience will provide professional and courteous customer service to Marketers and Dealers regarding their Network connectivity and credit card acceptance, Fuel Allocations Supply Management, and Extranet Support. The Customer Experience Agent requires 24/7 availability, and the ability to provide customers with timely, accurate and efficient technical support. This role is heavy Customer Service, not an IT help desk position.

Key responsibilities

• Responding to customer inquiries via phone, IM, online networks, and/or email, troubleshooting and resolving issues with credit card processing.
• Troubleshooting and Point-Of-Sale hardware, software and/or network connectivity issues.
• Facilitating customer supply requests based on guidelines developed by Customer Supply Management (CSM).
• Supporting consumers and Marketer/Dealer through retrieval requests and chargeback inquiries in Credit Card Settlement System.
• Supporting Marketer/Dealer inquiries concerning credit card batch totals and reconciliation.
• Maintain appropriate paperwork and records and required to meet established job performance targets which include customer service, productivity and quality standards.
• Maintain technical proficiency in all software, hardware and web-based software and platforms assigned and applicable to the role.
• Must be willing to work any shift, including overnight, evenings, weekends, and holidays.

Requirements - education & experience

• Legally authorized to work in the job posting country
• High School Diploma or GED equivalent
• Willing and able to be available for any current shift, including overnight (8pm to 8am), evenings, weekends, and holidays

Nice-to-have / preferred skills

• Marketing business insight
• Familiarity with EPOS equipment
• Demonstrated ability to effectively work within a team environment
• 1 or more years of Information Systems Help Desk / Support experience
• Knowledge of communication devices/methods such as Broadband, VSAT, and DSL
• Access to and knowledge of downstream systems which interface with the Credit Card System
• Intermediate knowledge of all Microsoft Office software applications
• Intermediate knowledge of computer, DSL and VSAT hardware
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to learn other software and web-based applications per the requirements of this role
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and computer products
• Ability to write professional reports, business correspondence and procedure manuals
• Ability to effectively present detailed information and respond to questions from groups of managers, clients, and/or customers
• Excellent interpersonal and communication skills

Impellam Group and its brands are equal-opportunity employers committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, pregnancy or maternity, national origin, age, disability, veteran status, or any other factor determined to be unlawful under applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application, interview process, pre-employment activity, and the performance of crucial job functions.

If you require additional disability considerations, modifications, or adjustments please let us know by contacting [e-mail] or fill out this form to request accommodations.