Customer Experience Associate

Customer Experience Associate

Location: Bartlesville, OK

Onsite Flexibility: Onsite

Contract Details

• Position Type: Contract
• Contract Duration: 11 months
• Pay Rate: $19.00-$20.00 / Hour (USD)
• Shift / Schedule: Any shift, including overnight (8pm to 8am), evenings, weekends, and holidays
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

The Associate of Customer Experience will provide professional and courteous customer service to Phillips 66 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. This is not an IT help desk position - this role is heavy Customer Service .

Key Responsibilities

• 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 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 Phillips 66 extranet sites (Bizlink / Lubestream).

Education Requirements

• High School Diploma or GED equivalent (required)

Required Experience

• Legally authorized to work in the job posting country
• Willing and able to be available for any current shift, including overnight (8pm to 8am), evenings, weekends, and holidays

Nice-to-Have Experience

• 1 or more years of Information Systems Help Desk / Support experience

Required Skills

• Legally authorized to work in the job posting country

Preferred Skills

• Marketing business insight
• Familiarity with EPOS equipment
• Demonstrated ability to effectively work within a team environment
• Knowledge of communication devices/methods such as Broadband, VSAT, and DSL
• Access to and knowledge of downstream systems which interface with the Credit Card System
• Intermediate knowledge of all Microsoft Office software applications
• Intermediate knowledge of computer, DSL and VSAT hardware
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to learn other software and web-based applications per the requirements of this role
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and computer products
• Ability to write professional reports, business correspondence and procedure manuals
• Ability to effectively present detailed information and respond to questions from groups of managers, clients, and/or customers
• Excellent interpersonal and communication skills

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About the Client

This client is one of the largest integrated downstream energy companies in the world, headquartered in Houston with operations and employees across the United States and internationally. The organization manufactures, transports, and markets energy products and chemical inputs across a diversified business spanning refining, midstream transportation and logistics, chemicals manufacturing, marketing and specialty products, and a growing renewable fuels platform - employing approximately 14,000 people and offering broad exposure across multiple segments of the energy value chain. Teams here include refinery engineers, logistics and midstream specialists, chemical scientists, renewable fuels analysts, and corporate finance and strategy professionals who benefit from the company's long track record of operational excellence and commitment to evolving toward lower-carbon energy solutions.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-10370