Customer Experience Associate II | $20/hr

Job Description

Job Description

Key Personnel is seeking a Customer Experience Associate in Tulsa, OK

Job Title: Customer Experience Associate
Location: Tulsa, OK
Pay Rate: $20/hr
Schedule: Must be available to work any shift, including days, evenings, overnights (8:00 PM – 8:00 AM), weekends, and holidays. This is a 24/7 operation.

Customer Experience Associate Job Summary

The Customer Experience Associate provides professional and courteous support to Marketers and Dealers regarding network connectivity, credit card processing, fuel allocation requests, and extranet support. This role requires strong technical troubleshooting skills, exceptional customer service, and the ability to work in a fast-paced, 24/7 support environment.

Customer Experience Associate Essential Duties & Responsibilities:

• Provide customer support via phone, instant messaging, online platforms, and email.
• Troubleshoot and resolve credit card processing issues.
• Diagnose Point-of-Sale (POS) hardware, software, and network connectivity problems.
• Process fuel allocation requests according to Customer Supply Management (CSM) guidelines.
• Support retrieval requests and chargeback inquiries within the Credit Card Settlement System.
• Assist customers with credit card batch totals and reconciliation questions.
• Maintain accurate documentation, records, and customer interactions.
• Meet established customer service, productivity, and quality performance standards.
• Maintain technical proficiency with assigned software, hardware, and web-based applications.
• Support Marketer and Dealer requests related to Bizlink and Lubestream extranet platforms.

Customer Experience Associate Customer Service & Technical Responsibilities:

• Deliver prompt, professional, and accurate customer support.
• Troubleshoot connectivity issues involving broadband, DSL, VSAT, and POS systems.
• Assist customers with technical and account-related inquiries.
• Effectively communicate technical information to customers with varying levels of technical knowledge.
• Work collaboratively with internal departments to resolve customer issues.
• Prioritize multiple requests while maintaining excellent customer satisfaction.

Customer Experience Associate Technical & Software Skills Required:

• Strong computer and technical troubleshooting skills.
• Excellent customer service and communication abilities.
• Ability to learn multiple software applications and web-based platforms.
• Strong analytical and problem-solving skills.
• Ability to maintain accurate documentation and records.

Preferred:

• Intermediate Microsoft Office (Word, Excel, Outlook).
• Knowledge of EPOS equipment.
• Experience supporting broadband, DSL, and VSAT technologies.
• Familiarity with downstream systems interfacing with credit card processing.
• Ability to interpret technical documentation and business procedures.
• Experience presenting information professionally to customers and management.

Customer Experience Associate Qualifications:

• High school diploma or GED required.
• Legally authorized to work in the United States.
• Must be willing and able to work any shift, including overnight, evening, weekend, and holiday schedules.
• One or more years of Information Systems Help Desk or Technical Support experience preferred.
• Marketing business knowledge preferred.
• Demonstrated ability to work effectively in a team environment.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational and critical thinking abilities.

Key Personnel Benefits

While on Key Personnel's payroll, you can access Key's benefits package, including health, dental, vision, accident, critical illness, term life, short-term disability, PTO, and more!

For additional job openings, visit

Key Personnel is an Equal Opportunity Employer. A drug screen and background check may be required.

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