Customer Experience Associate II

Job Title: Customer Experience Associate IILocation: Bartlesville, OK 74003 - 100% onsiteDuration: 12 months contractShift: Looking for all shift schedules from day, evenings, weekends, and overnights.This is not a IT help desk position, this role is heavy Customer Service.Job Description:The Associate of Customer Experience will provide professional and courteous customer service to Marketers and Dealers regarding their Network connectivity and credit card acceptance, Fuel Allocations Supply Management, and Extranet Support.The Customer Experience Agent requires 24/7 availability, and the ability to provide customers with timely, accurate and efficient technical support.Responsibilities May Include:Must be willing to work any shift.Responding to customer inquiries via phone, IM, online networks, and/or email, troubleshooting and resolving issues with credit card processing.Troubleshooting and Point-Of-Sale hardware, software and/or network connectivity issues.Facilitating customer supply requests based on guidelines developed by Customer Supply Management (CSM).Supporting consumers and Marketer/Dealer through retrieval requests and chargeback inquiries in Credit Card Settlement System.Supporting Marketer/Dealer inquiries concerning credit card batch totals and reconciliation.Maintain appropriate paperwork and records and required to meet established job performance targets which include customer service, productivity and quality standards.Maintain technical proficiency in all software, hardware and web-based software and platforms assigned and applicable to the role.Supporting Marketer/Dealer requests regarding extranet sites (Bizlink / Lubestream).Position Requirements Basic/Required:High School Diploma or GED equivalentWilling and able to be available for any current shift, including overnight (8pm to 8am), evenings, weekends, and holidaysPreferred:Marketing business insightFamiliarity with EPOS equipmentDemonstrated ability to effectively work within a team environment1 or more years of Information Systems Help Desk / Support experienceKnowledge of communication devices/methods such as Broadband, VSAT, and DSLAccess to and knowledge of downstream systems which interface with the Credit Card SystemIntermediate knowledge of all Microsoft Office software applicationsIntermediate knowledge of computer, DSL and VSAT hardwareAbility to define problems, collect data, establish facts, and draw valid conclusionsAbility to learn other software and web-based applications per the requirements of this roleAbility to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and computer productsAbility to write professional reports, business correspondence and procedure manualsAbility to effectively present detailed information and respond to questions from groups of managers, clients, and/or customersExcellent interpersonal and communication skills.