SC Fuels Hiring for Cardlock Customer Service Representative at Villa Park, CA Full Time

Originally founded in 1930, SC Fuels is one of the oldest and largest petroleum distributors in the United States. Serving more than 11,000 customers annually, ranging from small family-owned businesses to Fortune 500 companies, we deliver gasoline, diesel fuel, alternative fuels and other petroleum products and related services in over 15 western states at the most competitive prices. Our leadership also extends to fleet card services with a fueling network of over 230,000 cardlock sites, truck stops and retail stations nationwide.

Overview

The Customer Service Representative handles customer inquiries, complaints, billing questions, and driver card issues via phone, email/ticketing system, and fax. They provide solutions to the customer’s fleet needs by using their knowledge of our products and services. They proactively seek out new business from our current customer base by asking important questions, during each call, as the opportunity arises. Customer service s to the Customer Service supervisor, and is based in Southern California. Hybrid schedule with 2 remote/work from home days available.

Base Compensation for this role is $17.50 to $18.00 per hour, DOE.

Benefits Offered

• Medical
• Dental
• Vision
• Life Insurance
• Paid Time Off
• 401K with company match
• Fuel discount program
• Wellness Programs
• Employee Discount Programs
• Recognition Programs
• Education Assistance & more!

• Customer Inquiry Resolution- Responds to inquiries using knowledge of company’s product and services via phone, email, or fax.
• Daily Average inbound call volume-40
• Adheres to work schedule and break times
• Must follow all policies and procedures, paying strict attention to customer notes and instructions issued by sales, credit, or management.
• Is able to maintain a professional and courteous relationship with all departments and customers in contact.
• Is able to multitask through multiple computer systems.
• Is able to identify and prioritize work based on level of importance.
• Communicates with management if any system/customer larger base issues should come up. Has a sense of urgency and is able to identify such issues.
• Is reliable and a good resource for special projects or conversions.
• Performs some data extraction and prepares s for management
• Maintain Customers Card Deck- Cancel/unlock/reissue cards on customer’s accounts. Place orders for new card requests. Suggest card types based on customers’ current needs and location.
• Accuracy of request needs to be at 98%
• Speaks to customers on a daily basis to establish a personal connection and do a review of their card deck. They also seek to find untapped new customer business by asking customer if we are their only fuel provider.
• Percent of Limit Calls- Calls on a daily list of customers that have reached 70% or more of their card usage and increases limits on cards as needed.
• Variance – Calls on a daily list of customers that have an unusual number of transactions in one day on one specific card. This can lead to fraud detection internally or duplicate card fraud.
• Voyager Daily Decline – Calls on a daily list of accounts that have had cards locked due to the driver entering the wrong pin number more then 3 times in a row. This is also used as a tool for potential fraud.
• Performs other job-related duties as assigned by direct supervisor
• High school diploma or equivalent; undergraduate degree preferred
• Minimum three years demonstrated customer service experience, preferably phone based
• Data extraction and generation experience strongly preferred
• Able to work various scheduled hours and some occasional overtime including evenings, weekends, and holidays as needed
• Proficient with Microsoft Outlook, Excel and ability to learn new computer programs including in house systems; intermediate or better Excel skills strongly preferred

SC Fuels is an equal opportunity employer. EOE/AA/M/F/Vets/Disabled

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