CRM Jobs - Consumer Support Agent II, 17261

at KellyMitchell
Location Naperville, IL
Date Posted August 10, 2018
Category Default
Job Type Contractor


Role synopsis 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 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. Key accountabilities- 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 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- 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