Job Abstract

Req ID: 439658 

BASIC PURPOSE: The primary purpose of this position is to provide excellent customer service for applicants, managers and other departments in regards to the HR systems.  This includes documenting and escalating issues as necessary dependent on the severity and complexity.  Representatives are instrumental in providing a consistent customer service experience.

MAJOR RESPONSIBILITIES:

• Provides the highest quality customer experience and exceeds expectations of all internal and external customers by handling all questions, complaints, and inquiries with the highest degree of courtesy and professionalism
• Assists all callers by handling questions, complaints, and inquiries via inbound telephone calls, voicemail messages and e-mail messages
• Creatively solves customer issues and provides resolutions to the customer’s satisfaction. Escalates issues as needed to the appropriate individuals or departments.
• Detailed documentation of customer incidents and resolutions in case records, emails, etc. in a proficient, accurate, and timely manner.
• Follow-up of customer cases and escalations to management, other departments, etc. and posts resolutions to case records.
• Work with necessary team members on training and process improvement recommendations
• Other duties assigned as needed
   

EDUCATION AND EXPERIENCE:

• Education:
  • HS Diploma or equivalent required
  • Some college a plus
• Experience:
  • 2-3 years call center and customer service experience preferred

SKILLS AND PHYSICAL DEMANDS:

• Skills:
  • Hard Skills: Must be proficient in computer skills, Microsoft Office
  • Soft Skills: Excellent verbal and written communication skills, good organizational and interpersonal skills, ability to follow up, multi-task and prioritize while managing a continuous stream of work, ability to work in a team-oriented, collaborative environment, strong analytical and problem-solving abilities and a keen attention to detail.
• Typical Physical Demands:
  • Requires prolonged sitting, some bending and stooping.
  • Occasional lifting up to 25 pounds.
  • Manual dexterity sufficient to operate a computer keyboard and calculator.
  • Requires normal range of hearing and vision.

Job Function(s): Corporate 

Love’s has been fueling customers’ journeys since 1964. Innovation and perseverance continue to lead the way for the family-owned and -operated business headquartered in Oklahoma City with more than 40,000 team members in North America and Europe. The company’s core business is travel stops and convenience stores with more than 630 locations in 42 states. Love’s continues its commitment to offer products and services that provide value for professional drivers, fleets, four-wheel customers, RVers, alternative fuel and wholesale fuel customers. Giving back to communities Love’s serves and maintaining an inclusive and diverse workplace are hallmarks of the company’s award-winning culture.

The Love’s Family of Companies includes:

• Gemini Motor Transport, one of the industry’s safest trucking fleets.
• Speedco and Love’s Truck Care, the largest oil change and preventive maintenance and total truck care network.
• Musket, a rapidly growing, Houston-based commodities supplier and trader.
• Trillium, a Houston-based alternative fuels expert.
• TVC Pro-driver, a commercial driver’s license (CDL) protection subscription service.