Customer Service Representative

Springfield, MA, United States

Nouria Energy Corporation is a multi-generational family-owned wholesale fuel distributor, convenience store operator and car wash operator in New England. Our wholesale and retail fuel businesses are multi-branded, which includes Shell, Mobil, Irving, Sunoco, Gulf, Valero, Citgo, Phillips 66, Exxon, and multiple unbranded brands. Our wholesale operations supply branded and unbranded fuel to 300+ locations across New England and New York. We are ranked within the top 50 largest convenience store chains in the country, operating 150+ company-operated locations throughout New England and ranked within the top 10 largest car wash chains in the country

Nouria Energy Job Description

Position: Golden Nozzle Car Wash Customer Service Representative

Reports to: Customer Service Manager

Location: Springfield, MA

GENERAL SUMMARY

The car wash customer service representative is responsible for the overall handling of communications in a high-volume setting, from customers via phone and email, assisting with customer concerns, complaints, and wash pass related issues in a timely manner and responds to customer website sale issues and inquiries about products, services, and promotions

The car wash customer service representative will report directly to the customer service manager

Leadership & responsibilities of a Customer Service Representative

Leadership:

Is the lead on customer satisfaction and customer loyalty

Helps to create a brand customers can trust

Assures that all customer feedback is accounted for and resolves all customer problems

Assists customers with all areas of wash pass management

Explains the Terms and Conditions of the Wash Pass and familiarizes customers with products and services

Focuses on continuing and growing our customer base by creating customer satisfaction

Responsibilities : Answers all phone calls and responds to all emails in a timely manner

Possesses or develops knowledge about car wash operations, products and register transactions in the field so as to understand and relate to customer concerns and problems and fix problems

Helps customers via email or over the phone with questions or issues related to products and services, Wash pass management, feedback, complaints etc.

Helps customers via email or over the phone with questions or issues related to website sales

Handles all walk up customers

Mails out courtesy coupons to customers for Rewashes etc.

Keeps all office supplies stocked, places orders for office supplies; puts away supplies

Orders supplies for the copy machine

Sorts and distributes mail

Maintains the master schedule for and books the conference room for meetings

Answers the door and greets all guests

Interacts with various vendors

Fills Fleet Orders

Can create accounts for new Fleet Customers

Occasionally accepts checks or credit card payments for Fleet Orders from customers, mails checks to accounting department at Worcester office

Packages and posts outgoing mail orders for Fleet orders

Prepares and posts online orders

Can activate wash books, print courtesy passes, set up and add washes to reloadable wash cards etc. in the Hub and activate employee passes in the Hub

Processes and fills Costco Orders

Submits employee Shoe orders to Shoes for Crews on website

Submits approved Shoes for Crews Invoices and shoe contract forms to payables and payroll weekly

Directs calls about employee complaints to District Managers and Operations Manager

Directs calls about Damage Claims to District Managers and Operations Manager

Issues refunds to customers

Directs technical problems with customers wash pass accounts to Premier support for IT review

Reports problems with Wash Pass software to Premiere Support/ IT

Can submit office maintenance issues on Service Channel for repair

Occasionally meets contractors at Touch free locations or deposits money from the sites when needed

Covers for Supervisor's Duties and emails while on vacation

Additional Info: Able to work independently and accept responsibility and ownership as it relates to the position's duties and expectations

Must be able to multitask

Strong communication skills and phone etiquette

Strong reasoning and analytical skills

Be able to earn the trust of staff and customers

Self-starter, able to anticipate, identify and solve problems

Possess a positive attitude and strong interpersonal skills, able to work with people at all organizational/community levels

Team player, committed to working in a collaborative, team environment

Minimum Requirements: At least 18 years old

Two years of customer service experience preferred

Valid driver's license and ability to drive

Open availability subject to the needs of Nouria / Golden Nozzle

Must be able work overtime, when needed

Comfortable using Microsoft Office (Outlook, Word, and Excel)

High School Diploma or equivalent GED required

Physical Requirements: Ability to lift, carry, and hold up to 50 lbs.

Sitting for long periods of time

Nouria Energy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.