Job Description:

After-hours Support Representative

Job Locations

US-CA-Orange

ID

2021-1505

Overview

The After-hours Support Representative handles customer inquiries, complaints, billing questions, and driver card issues via phone, email and fax. They provide solutions to the customer's fleet needs by using their knowledge of our products and services. In addition to these responsibilities, the After-hours Support Representative will also be responsible for the documentation and processing of customer fraud claims. Investigating fraud theft within customers accounts. Track and monitors suspicious activity.

Regular Schedule is Monday-Friday 3:30PM-12:00AM

Training schedule is Monday-Friday 8:00AM-5:00PM

Responsibilities

Customer Inquiry Resolution- Responds to inquiries using knowledge of company's product and services via phone, email, or fax.
• Daily Average call volume-10


• Adheres to work schedule and break times


• Must follow all policy's and procedures. Paying strict attention to customer notes and instructions issued by sales, credit, or management.


• Is able to maintain a professional and courteous relationship with all departments and customers in contact.


• Is able to multitask through multiple computer systems.


• Is able to identify and priorities work based on level of importance.


• Communicates with management if any system/customer larger base issues should come up. Has a sense of urgency and is able to identify such issues.


• Is reliable and a good resource for special project or conversions.


• Maintain Customers Card Deck- Cancel/unlock/reissue cards on customer's accounts. Place orders for new card request. Suggest card types based on customers current needs and location.


• Accuracy of request needs to be at 99.9%


• Proactive Calls- Contacts 20 customers on a monthly basis to establish a personal connection and do a review of their card deck. They also seek to find untapped new customer business by asking customer if we are their only fuel provider.


• On Call- The customer service rep is required to take On call at minimum once every 3 months. On call will be enforced if unable to find coverage on a voluntary basis. After hours assistance program is assigned from a Friday to Thursday. 5pm-6am on weekdays including Saturday and Sundays. They handle calls using a cell phone and Ipad.


• Percent of Limit Calls- Calls on a daily list of customers that have reached 70% or more of their card usage and increases limits on cards as needed.


• Variance Report- Calls on a daily list of customers that have an unusual number of transactions in one day on one specific card. This can lead to fraud detection internally or duplicate card fraud.


• Voyager Daily Decline Report- Calls on a daily list of accounts that have had cards locked due to the driver entering the wrong pin number more then 3 times in a row. This is also used as a tool for potential fraud.


• In addition to the responsibilities of the Customer Service Representative, the Fraud Specialist will assume specialized duties when processing a fraud claim.


• Confirming fraudulent activity with the customer


• Investigating the account for any additional fraud or suspicious activity and investigate the location(s) in question and identify trends if any


• Close out the compromised fuel card and the compromised account


• Organize and retrieve all required documentation from customer to submit to Voyager/CFN/Pride Advantage fraud team and document all necessary information in the Card Lock Fraud Log


• Notify all personal necessary to create a new account and issue replacement cards


• Cooperate and participate in any police investigation / marketer investigation involving fraudulent activity at our proprietary sites. Participation may include log file review, video file download or hard copy request, reviewing video and distributing to all investigating parties, and transaction review for a site in question


• Fraud Specialist is responsible for follow up on any open fraud claim, in between their normal activities or unless otherwise scheduled by the rep and supervisor and will need to ensure credits are issued appropriately once a reimbursement check has been received


• Perform other job-related duties as assigned by Cardlock Marketing Manager

Qualifications

• High school diploma or equivalent; undergraduate degree preferred


• Minimum three years demonstrated customer service experience, preferably phone based


• Able to work various scheduled hours and overtime including evenings, weekends, and holidays as needed


• Proficient with Microsoft Outlook, Excel and ability to learn new computer programs including in house systems


• Able to take On call at least once every 6-7 Weeks and when required

PHYSICAL DEMANDS:

Ability to lift boxes weighing up to 30 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Fueling business. Powering progress.

Originally founded in 1930, SC Fuels is one of the oldest and largest petroleum distributors in the United States. Serving more than 11,000 customers annually, ranging from small family-owned businesses to Fortune 500 companies, we deliver gasoline, diesel fuel, alternative fuels and other petroleum products and related services in over 15 western states at the most competitive prices. Our leadership also extends to fleet card services with a fueling network of over 230,000 cardlock sites, truck stops and retail stations nationwide.

Benefits offered

• Medical


• Dental


• Vision


• Life Insurance


• Paid Time Off


• 401K with company match


• Fuel discount program


• Wellness Programs


• Employee Discount Programs


• Recognition Programs


• Education Assistance & more!

SC Fuels is an equal opportunity employer. EOE/AA/M/F/Vets/Disabled