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Customer Experience Associate II - 7855

icon building Company : Icsi.
icon briefcase Job Type : Contract
icon geo-alt Tulsa, Ok

Job Description - Customer Experience Associate II - 7855


Position:  Customer Experience Associate II
Position Type:  W2 Contract – No Benefits
Position Location: Bartlesville, OK
The Associate of Customer Experience will provide professional and courteous customer service to Phillips 66 Marketers and Dealers regarding their Network connectivity and credit card acceptance, Fuel Allocations Supply Management, and Extranet Support. The Help Desk Agent Level 1 position requires 24/7 availability, and the ability to provide customers with timely, accurate and efficient technical support.
Responsibilities May Include
Must be willing to work any shift.
  • Respond to customer inquiries via phone, IM, online networks, and/or email, troubleshoot and resolve issues with credit card processing.
  • Troubleshoot and Point-Of-Sale hardware, software and/or network connectivity issues.
  • Facilitate customer supply requests based on guidelines developed by Customer Supply Management (CSM).
  • Support consumers and Marketer/Dealer through retrieval requests and chargeback inquiries in Credit Card Settlement System.
  • Support Marketer/Dealer inquiries concerning credit card batch totals and reconciliation.
  • Maintain appropriate paperwork and records and required to meet established job performance targets which include customer service, productivity and quality standards.
  • Maintain technical proficiency in all software, hardware and web-based software and platforms assigned and applicable to the role.
  • Support Marketer/Dealer requests regarding Phillips 66 extranet sites (Bizlink / Lubestream).
  • Position Requirements Basic/Required:
  • Legally authorized to work in the job posting country
  • High School Diploma or GED equivalent
  • Willing and able to be available for any current shift, including overnight (8pm to 8am), evenings, weekends, and holidays
Preferred:
  • Marketing business insight
  • Familiarity with EPOS equipment
  • Demonstrated ability to effectively work within a team environment
  • 1 or more years of Information Systems Help Desk / Support experience
  • Knowledge of communication devices/methods such as Broadband, VSAT, and DSL
  • Access to and knowledge of downstream systems which interface with the Credit Card System
  • Intermediate knowledge of all Microsoft Office software applications
  • Intermediate knowledge of computer, DSL and VSAT hardware
  • Ability to define problems, collect data, establish facts, and draw valid conclusions
  • Ability to learn other software and web-based applications per the requirements of this role
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and computer products
  • Ability to write professional reports, business correspondence and procedure manuals
  • Ability to effectively present detailed information and respond to questions from groups of managers, clients, and/or customers
  • Excellent interpersonal and communication skills
** Looking for all shift schedules from day, evenings, weekends, and overnights.
 
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