Cardlock Specialist (Customer Experience)

Description

Competitive Benefits. Meaningful Extras. Unmatched Value.

• A place where you can take your career in the direction you want to grow and go
• Competitive Benefits: Our comprehensive benefits package includes health, dental, and vision insurance, paid time off, and wellness programs designed to support your overall well-being
• 401(k) Matching: We offer a generous 401(k) matching program, where we match 100% of your contributions, helping you build a secure financial future

The Opportunity:
Reporting to the Director, Fuel cards and Cardlocks, the Cardlock Specialist is a critical link to strong communications and sales support between our customer and the company. The Customer Care Specialist will provide a superior customer experience in a timely, accurate and professional manner. The Customer Care Specialist will become the single point of contact for the customer from initial contact through final resolution.

Responsibilities:

• Answer all incoming phone calls from customers regarding their accounts, assisting them with answers to questions and/or resolving account problems
• Responsible for setting up new cardlock accounts in an accurate and timely manner
• Coordinate tax set-up for each customer with the Tax Department
• Conduct dispute investigations and resolution on delinquent accounts
• Enter Customer Pricing and monitor Margin levels to help ensure profitability
• Proactively initiate and help customers on the features of the customer portal.
• Update and maintain accurate customer account information
• Work cross-functionally with Team Leads and support departments to resolve operational issues
• Work with Supervisor and Leads on customer retention program and monitor the retention queue
• Conduct outbound calls based on specific queue
• Investigate payment errors in conjunction of Cash Applications team
• Provides complete, accurate and helpful information; take appropriate actions with regards to resolving customer complaints, billing issues, delinquent accounts, and other necessary areas as trained; and act on behalf of customers (a liaison) with the appropriate internal and/or external resource to address the customer’s need
• Provides follow-up and contact the appropriate internal and/or external resources to address the customers’ needs promptly if first call resolution is not possible. Keeps commitments and proactively follow-up with customers
• Conduct analysis to determine root cause and recommend process changes to improve the customer experience through all interactions both internal and external. Assists in the development and implementation of new processes and procedures
• Establish new accounts, compile account packets and send to Sales Representatives
• Contact customers regarding delinquent accounts, while maintaining positive customer relations
• Partner with Sales Representatives to meet and exceed customer's expectations
• Provide resolution to internal requests via the company provided help desk system within 24 to 48 hours of request
• Update and maintain accurate customer account information.
• Input orders / purchase orders / quotations utilizing internal ordering software systems
• Assist in Cardlock operations duties as needed
• Assist with other projects or duties as assigned

Requirements:

• Diploma or post-secondary degree
• 1-3 years of experience in Customer service role
• Exceptional oral and written communication skills
• Strong attention to detail and accuracy
• Strong problem solving, analytical and organization skills
• Ability to prioritize and work well in a team environment
• Intermediate knowledge of MS Office, specifically Microsoft Excel
• Experience with PDI, EBIZ, JDE and Trinium, preferred

Humble. Hungry. Smart. Does this sound like you?
Do others describe you as being a down-to-earth achiever? Someone who thinks outside the box and always strives to do more than what is required. Someone who sees the bigger picture? You sound brilliant to work with!

We Want You To Shine:
We are committed to providing equal opportunities to all applicants. If you require accommodation due to a disability, you will have an opportunity to notify us when scheduling your interview.

Belonging Matters. Because You Do:
We are an equal opportunity employer and encourage applications from all qualified individuals.
Our ability to work as one team across Canada, the United States and the Caribbean is foundational to our success. We show up as our authentic selves each day and create space for one another’s unique contributions.
Our Employee Resource Groups (ERGs) and Affinity Networks help us activate enterprise-wide strategies that power a proactive culture of diversity, equity, inclusions, and ultimately – belonging.
We respect the diverse cultures, traditions and perspectives of Indigenous Peoples and seek to achieve equitable partnerships and opportunities with Indigenous communities.

The Fine Print:
Candidates must be legally eligible to work in the country in which they applied. Regrettably, we are unable to sponsor employment visas at this time.
Please note that final candidates for this position will be required to undergo a confidential pre-employment background check, including but not limited to educational, criminal, credit, drug and alcohol, and/or fitness for duty testing.