Customer Service Support

bp; United States; Hybrid; USD 35,000 - 55,000; Full time

Benefits offered by this job

Life and health insurance

Annual cash bonus

Pension plan

Learning and development opportunities

Job summary

bp is seeking a Customer Service representative for Travel Centers of America loyalty program support. The role is hybrid with office presence in Santa Fe and Mexico City, serving professional truck drivers across the US.

You will resolve inquiries, process reservations and payments, and collaborate with locations to enhance the guest experience. A strong command of English, solid computer skills, and customer focus are essential.

Qualifications

• High School diploma required.
• Prior customer service experience desirable; supporting the US or other countries.
• Excellent computer skills.
• Advanced English proficiency is a must.

Responsibilities

• Listen and respond to customers to understand needs and resolve issues.
• Accurately record customer feedback and actions in the tracking system.
• Provide information about company products, services, or programs.
• Respond professionally to emails or social media with correct grammar and tone.
• Take parking reservations, determine charges, and process payments.
• Assist with and train others in programs, tasks, and call-center skills.
• Seek ways to improve procedures for better efficiency and service.

Skills

Customer service

Advanced English

Computer skills

Education

High School diploma

Tools

CRM software

Job description

Job Family Group

Business Support Group

Job Description

As bp transitions to an integrated energy company, we must adapt to a changing world and maintain competitive performance. bp’s customers & products (C&P) business area is setting up a Business and Technology Centre (BTC) in Santa Fe, Mexico City. This will support the delivery of enhanced customer experience and drive innovation by building global capabilities at scale, leveraging technology, and developing deep expertise. The BTC will be a core and connected part of our business, bringing together colleagues who report into their respective part of C&P, working together with other functions across bp. This is an exciting time to join bp and the customers & products BTC.

Now a part of the bp portfolio, Travel Centers of America (TA) is the largest publicly traded full‑service truck stop and travel center company in the United States. TA is focused on growing its network of travel centers. For more than 50 years, millions of professional truck drivers and motorists have called our travel centers home, depending on us daily for fuel, food, truck maintenance and essential services.

The Customer Service Team interacts with both internal and external customers on behalf of TravelCenters of America. They provide information about products and services, respond to customer feedback, and take parking reservations. The role has a primary focus on the loyalty program. This position works directly with our primary customers and guests, as well as with our Loyalty program, focusing on Professional Truck Drivers to resolve their issues and concerns. The team collaborates with our locations across the United States to improve the overall guest experience.

This position will be located in our offices in Santa Fe, Mexico City. We are currently working under a hybrid schedule, three times a week from the office. Different shift patterns will be available within the team: Monday to Friday 7:00a.m. to 3:00p.m. and 12:00p.m. to 8:00p.m.

IMPORTANT! Please submit your CV in English.

Key Accountabilities

• Listen and respond to customers to gain a better understanding of their needs and resolve issues efficiently and effectively. Patience and politeness are required, especially when dealing with difficult or angry customers.
• Accurately record details of customer feedback and actions taken in the tracking system.
• Provide information to customers about company products, services, or programs.
• When interacting with customers via email or social media, respond professionally using correct grammar, spelling, and punctuation.
• Take parking reservations, determine charges, and process payments accurately and professionally.
• Perform special projects and miscellaneous duties as assigned, such as reviewing and responding to feedback received via our websites, company phone apps, and social media posts concerning TA.
• Continuously seek ways to improve current procedures and methods to ensure optimal efficiencies and excellent customer service.
• Analyze situations, investigate problems, and determine the best contact for a timely resolution. For escalations, gather information and provide it to a Customer Service Team Lead for assistance.
• Assist with and, at times, train other Customer Support members on programs, administrative tasks, technologies, and call‑center methods and skills.

Job Requirements and Essential Criteria

• High School diploma required.
• Prior customer service experience, desirable; supporting the US or other countries.
• Excellent computer skills.
• Advanced English proficiency is a must.

Additional Criteria

• Excellent attendance and punctuality.
• Ability to work in a fast‑paced environment.
• Solid multi‑tasking and problem‑solving skills.
• Strong interpersonal and communication skills.
• A certain degree of creativity and latitude required.

Benefits

At bp, we provide a phenomenal environment and benefits such as an open and inclusive culture, a great work‑life balance, learning and development opportunities to craft your career path, life and health insurance, an annual cash bonus, pension plan, among others.

Travel Requirement

No travel is expected with this role.

Relocation Assistance

This role is not eligible for relocation.

Remote Type

This position is a hybrid of office/remote working.

Skills

Agility core practices, analytical thinking, business process improvement, commercial acumen, communication, conflict management, creativity and innovation, customer‑centric thinking, customer enquiries, customer experience, customer service, customer support, customer value proposition, digital fluency, resilience, self‑awareness, sustainability awareness and action, understanding emotions, workload prioritization.

Diversity and Inclusion

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, neurodiversity/neurocognitive functioning, veteran status or disability status. We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process and to perform crucial job functions.

Legal Disclaimer

Individuals with an accessibility need may request an adjustment or accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment or accommodation related to the recruitment process, please contact us.

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre‑placement drug screening, medical review of physical fitness for the role, and background checks.