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Consumer Support Agent II

Naperville, IL | Professional/Business Services
Job ID: 78983
Listed on 3/12/2018

KellyMitchell matches the best IT and business talent with premier organizations nationwide. Our clients, ranging from Fortune 500 corporations to rapidly growing high-tech companies, are exceptionally served by our 1500+ IT and business consultants. Our industry is growing rapidly, and now is a great time to launch your career with the KellyMitchell team.

Position Title:  Consumer Support Agent II

Position Summary:

  • Contract Role to support the deployment of a new Consumer marketing program which includes general inbound consumer calls.
  • Serves as the first line of support for consumer related escalations and gas contaminations for consumers that visit our retail sites.
  • Responsible, as first contact, for positive interaction with the customer to give a favorable impression of Business Service Center (BSC) operations.
  • Ensure all procedures and processes are strictly adhered to within the Consumer Relations Department.
  • Solely responsible for Pump Rewards inquiries and complaint management, all fuel related investigations and consumer reimbursements of approved fuel contamination claims by our Fuel Guarantee.
  • Identify the key elements of a Tier 1 escalated consumer issue and provide the customer with a resolution keeping within policies and ensuring all key performance metrics are achieved.

Responsibilities:

  •  Providing a positive Customer Experience on the phone using excellent communication and influencing skills and providing accurate resolution in a timely manner.
  • Ensure any Consumer issue that may have an effect on the reputation is escalated to the Team Lead
  • Accurately create Siebel service requests entering data in all required fields that meets compliance, resolution and service levels.
  • Adherence to the workforce management schedule that supports the team's performance levels.
  • Escalates process documentation gaps to ensure that content is created and deployed to the team.

Essential Education:

  • High school diploma or GED Essential criteria & qualifications

Desired Skills / Experience:

  • Excellent telephone communication skills
  • Experience in Professional Contact Center and/or Customer Service environment
  • Experience with Siebel CRM & SAP
  • Strong PC skills (Microsoft Office, keyboarding) and the ability to navigate and use software required