What are the responsibilities and job description for the Customer Experience Specialist position at Circle K?
A Customer Relationship Specialist main responsibility is to support our existing customer base via inbound communication by phone, email, and digital channels. Main objective is to conduct customer service related duties, working in a fast-paced environment utilizing various systems, escalating issues internally, solving customers’ concerns as quickly and efficiently in accordance with Circle K company rules and guidelines, helping to expand the B2B fleet business through satisfied customers, increased loyalty, retention and referrals.
Secondary utilizing learnings and experiences about the customer lifecycle to proactively identify gaps within our internal value proposition, procedures, and communications, helping to improve the experience of doing business with Circle K as a preferred destination for fuel and convenience.
ESSENTIAL DUTIES:
The position includes, but is not limited to, the following essential job duties, responsibilities, and requirements:
Respond to customer communication via phone, email, and digital channels in a professional manner.
Assist customers with online account onboarding, technical issues, maintenance and payment solutions.
Proactively identify and resolve common issues, delivering clear instructions and empathetic support to enhance customer satisfaction and loyalty.
Escalating issues and concerns to relevant departments
Perform outbound follow up calls to ensure customer satisfaction and increase customer retention.
Utilize multiple applications/systems to assist customers efficiently and in a timely manner
Utilizing learnings and experiences about the customer lifecycle to proactively identify gaps within our internal value proposition, procedures, and communications
Act as liaison for customers between Circle K and our Processing Bank
Identify customer potentials for transfer to sales or retainment support
Identify new business practices that could be introduced or suggest modifications to existing practices that could help grow sales volumes, minimize risk of churn and retain customers
Collaborate with internal partners across the company to ensure sharing of best practices to help drive continuous improvement
Achieve monthly and yearly KPI targets through interaction adherence to company guidelines in an efficient manner combined with positive feedback
JOB REQUIREMENTS:
High school diploma
1-2 years of related customer service experience via phone, email, and digital channels. Call Center experience preferred.
Good interpersonal and communication skills and teamwork awareness
Ability to:
Quickly learn and execute tasks in compliance with internal procedures
Time management in a fast-paced environment with superior work prioritization skills
Receive feedback in a professional manner to drive self-improvement
Identify customer needs and make tailored solutions
Navigate and handle different level complexity tasks
Cross functional work with Fleet customers, internal and external sales representatives, credit, partners, and Leadership
Maintain a positive team attitude and professional demeanor
Successfully pass a background investigation
PREFERRED QUALIFICATIONS:
Coaching experience or ambition is preferred
Experience with Salesforce CRM; Genesys phone systems
Must be computer literate in Microsoft Suite and Office 365
Must be able to perform the essential duties and responsibilities as described above
Must be able to follow state, federal and company guidelines
#KL-1
Circle K is an Equal Opportunity Employer.
The Company complies with the Americans with Disabilities Act (the ADA) and all state and local disability laws. Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the ADA and certain state or local laws as long as it does not impose an undue hardship on the Company. Please inform the Company’s Human Resources Representative if you need assistance completing any forms or to otherwise participate in the application process.
Click below to review information about our company's use of the federal E-Verify program to check work eligibility:
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