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1Interacts with clients to provide support with billing requests, information requests, suggestions, and complaints.Responsibilities for this position may include but are not limited to:
Critical primary point of contact for US Marketers and Retailers. Accepts immediate ownership of inquiries and assumes advocacy role in resolving issues on their daily business transactions. Accountable for timely resolution within service level agreements and compliance parameters.
Customer Advocacy is to take the customers issue through the internal Chevron processes and groups as required through to appropriate issue resolution. In some instances, issue resolution will go beyond the communicated expectation or the determined service level, in these instances pro-active communication is required.
GENERAL BUSINESS:
Process credit and re-bills; invoice inquiries and disputes
Process Product Volume allocation, freight diversion, terminal out of product notice
Provide help to Marketers when they are having difficulty loading fuel products from the terminal due to various factors including lack of product supply at the terminal and Marketers reaching their maximum allowed load within a specified day
Handles inquiries on System outages
Provide first level technical support on Chevron Business Point, including user registration
All other business transaction concerns of the Retailers and Marketers
Process order of brand POP advertising materials
CREDIT CARD PROCESS
Provides expertise on Chevron card acceptance policies and procedures which details the requirements on Credit card, debit card, gift card, fleet card, and business card processing.
Assists retailers on settlement problems encountered in a credit card transaction
Analyzes credit card batch out of balance and reconciles credit card station batch details against transactions received by Chevron.
Provides credit card batch information
Processes request for credit memo
Provides credit card transaction details to retailer
Analyze credit card chargeback’s to retailers
Respond to inquiries pertaining to hardcopy document requests
Simultaneously utilizes multiple system applications to assist customers, gather data and resolve customer issues (SFDC, SAP, Internet, On Demand, CASS, Tandem, CBP, TAR, and Microsoft Office). Clearly articulates case symptoms, issues and case resolutions by updating case management system and customer notes within developed guidelines.
Interfaces with Manila Credit Card Accounting, Buenos Aires Terminal Accounting and US based internal Chevron teams (COED, Credit, Supply and Business Consultants) to handle financial reconciliation and customer issue resolution for all US Merchant Funded Credit Card activities and other general business activities.
Identifies, documents and shares best practices between immediate team regarding operational efficiencies, process improvements, and continually works to maintain and improve customer service level to Marketing customers. Participates with fellow Customer Advocates and RMC Supervisor to achieve efficiency goals, team objectives and overall RMC business goals and objectives.
Partners with other internal business and Credit Card groups to recommend, develop and implement new or improved processes for handling merchant funded credit card and general business activities. Responsible to report-out trends, resolution updates, or process improvements to RMC Supervisor.
Participates in highly varied training classes on Operational Excellence, Safety, new credit card guidelines, programs and offerings, i.e. MS-218 updates, systems training, resolution changes, and brand programs.
Participates in Incident reporting investigations, both for Safety and Business Processes, as appropriate.
Required Qualifications:
Bachelor's Degree in business-related courses or equivalent degree
Proficient in the use of MS Office applications
Reliable and with excellent attendance. Demonstrates strong customer service ethic
Worked in customer disputes function and financial reconciliation function.
Good oral and written communication skills.
Strong interpersonal, organizational, analytical and problem-solving skills
Can deliver effective presentations across a multi-cultural customer base
Open to night shift work schedule
Preferred Qualifications:
Experience in credit card industry and/or service gas station experience
Experience in providing phone support to customers
Experience in handling US business partners
SAP experience
Relocation Options:
Relocation will not be considered within Chevron parameters.
International Considerations:
Selected candidate will work in the Philippines under the local payroll system and benefits.
Chevron participates in E-Verify in certain locations as required by law.
Chevron Corporation is one of the world's leading integrated energy companies. Through its subsidiaries that conduct business worldwide, the company is involved in virtually every facet of the energy industry. Chevron explores for, produces and transports crude oil and natural gas; refines, markets and distributes transportation fuels and lubricants; manufactures and sells petrochemicals and additives; generates power; and develops and deploys technologies that enhance business value in every aspect of the company's operations. Chevron is based in San Ramon, Calif. More information about Chevron is available at .
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