Senior Customer Care & SLA Specialist

Circle K Stores Inc.; Tempe (AZ); On-site; USD 55,000 - 75,000; Full time

Job summary

Circle K is seeking a Customer Care Specialist in Tempe, AZ to resolve complex customer issues via phone, email, and chat while upholding Circle K guidelines. This role emphasizes advanced inquiry management, high-quality digital analytics, and strict SLA adherence.

Ideal candidates have 3+ years in Customer Relations or Reputation Management, with strong social media experience and excellent communication skills.

Qualifications

• Bachelor's degree in marketing or communications preferred.
• 3+ years' experience in Customer Relations or Reputation Management.
• Focus on Social Media experience preferred.
• Experience managing call center operations, including monitoring queues, ensuring SLA adherence, and optimizing team performance.
• Strong written and verbal communication skills across social media and phone interactions, with excellent grammar, active listening, and comprehension.
• Demonstrated Advanced Troubleshooting Skills: proficient in handling complex cases and diagnosing root causes.

Responsibilities

• Daily Audits/QA of a minimum of 40 cases or calls per day.
• Ensure strict adherence to SLAs for Level 2 cases with 5-minute responses for urgent inquiries and 24-hour turnaround for others.
• Maintain an average 16-hour response time for social media interactions.
• Monitor and manage phone queue to address call overflow.
• Log into the phone system at shift start and log out at shift end.
• Follow Genesys etiquette and use status indicators correctly.
• Report errors in Salesforce to ensure prompt resolution.
• Collaborate with internal teams to resolve customer issues across channels.
• Document and monitor escalated Level 2 cases for proper resolution and records.

Skills

Communication

Social media

Troubleshooting

Digital analytics

Data interpretation

Multi-tasking

Phone communication

Microsoft Office

Education

Bachelor's degree in marketing or communications

Tools

Salesforce

Job description

Circle K is seeking a Customer Care Specialist in Tempe, AZ to resolve complex customer issues via phone, email, and chat while upholding Circle K guidelines. This role emphasizes advanced inquiry management, high-quality digital analytics, and strict SLA adherence.

Ideal candidates have 3+ years in Customer Relations or Reputation Management, with strong social media experience and excellent communication skills.