Customer Experience Associate

Professional Summary

A leading energy and midstream firm is seeking a dedicated Associate of Customer Experience to deliver exceptional support to commercial Marketers and Dealers. This role serves as a primary point of contact for resolving inquiries related to network connectivity, point-of-sale systems, fuel allocation supply management, and extranet navigation. Functioning within a 24/7 operational environment, the successful candidate will provide timely, accurate, and highly professional service to uphold operational efficiency and strengthen customer relationships.

Core Responsibilities

• Respond to customer inquiries across multiple channels—including phone, instant messaging, digital networks, and email—to troubleshoot and resolve issues regarding credit card processing and payment acceptance.
• Diagnose and resolve Point-Of-Sale (POS) hardware, software, and network connectivity challenges.
• Facilitate customer supply requests in accordance with guidelines established by Customer Supply Management.
• Assist consumers, Marketers, and Dealers with retrieval requests, chargeback inquiries, batch total verifications, and credit card settlement reconciliations.
• Support commercial clients with navigation and issue resolution across proprietary client extranet platforms.
• Maintain accurate records and documentation while consistently meeting organizational standards for customer service, productivity, and quality.
• Maintain ongoing technical proficiency across all assigned software, hardware, and web-based applications.

Required Qualifications

• High school diploma or GED equivalent.
• Legal authorization to work in the job posting country.
• Full availability and flexibility to work any assigned shift within a 24/7 environment, including overnights (e.g., 8:00 PM to 8:00 AM), evenings, weekends, and holidays.

Preferred Qualifications

• One or more years of experience in technical support, customer service, or help desk environments.
• Familiarity with Electronic Point-of-Sale (EPOS) equipment and downstream payment processing systems.
• Fundamental understanding of communication technologies and methods, including Broadband, VSAT, and DSL hardware.
• Strong analytical, problem-solving, and data collection capabilities to draw valid conclusions and resolve complex inquiries.
• Proficiency in Microsoft Office applications and an aptitude for rapidly learning new web-based platforms.
• Excellent written and verbal communication skills, with demonstrated ability to draft professional business correspondence and present information clearly.
• Marketing business acumen and a proven track record of collaborating effectively within a team structure.

Employment Details

• Position Type: Full-Time Contract
• Location: On-site (Shift requirements cover 24/7 operations, including days, evenings, overnights, and weekends)