Overview:

Provide excellent customer service while serving as a first line de-escalation point to protect brand reputation, as well as troubleshoot technical app and other program issues.

1. Address a range of customer service situations through various touchpoints and provide first line support for crisis-level situations to protect the brand.
2. Possess basic knowledge of customer facing promotions and programs to provide first level technical support for customer technology issues (e.g., mobile app, online ordering, SheetzGo, subscriptions, loyalty program, etc.).
3. Troubleshooting complex concerns pertaining to payment systems (e.g., Sheetz Visa, Fleet credit cards, FISCAL) and payments/transactions at store level (e.g., failed transactions, preauthorization and crypto payments).
4. Work within ticketing system to document customer inquiries efficiently and accurately.
5. Route inquiries to specific corporate departments as needed.
6. Identify and escalate crisis situations to level 2 rep or supervisor as needed.
7. Ability to keep consumer information and classified proprietary information confidential.
8. Effectively navigate various software and computer systems necessary to the position.

(Equivalent combinations of education, licenses, certifications and/or experience may be considered)

Education

• High School/GED required

Experience

• Minimum 2 years Help Desk/Call Center Experience preferred
• Minimum 2 years customer service experience required

Licenses/Certifications

• None required

Tools & Equipment

• General Office Equipment