Position Summary:
The Consumer Connection Center manages all contacts from consumers visiting Chevron and Texaco Retail Stations in North America, and Caltex Stations in the Philippines and Australia. Consumers contact the Consumer Connection Center via the Chevron & Texaco Mobile App, the CaltexGO app, Caltex.com, Chevron and Caltex social media platforms, Chevron.com, toll-free telephony, e-mail, and letter. All consumer feedback is documented in Salesforce.com/CRM system and shared with internal business teams within Americas Products including Corporate Affairs, Loyalty, Brand, Card, Sales, Operations, and Technology. The position requires daily collaboration with these internal business teams.
Key Responsibilities:
- Interprets consumer concerns and opens a formal case for complaints requiring an investigation and/or research and applies appropriate judgment to properly manage cases (triage) and determine the most suitable actions needed to achieve the optimal case cycle time and customer satisfaction.
- Engages with other Service Centers and stakeholders, such as the Retail Marketing Center and Retail Technology Centers as well as other Support groups, Card Operations and Card & Authorization and alerting the Fuel Integrity team as deemed appropriate
- Technical support/troubleshooting for consumer mobile application use while purchasing fuel at a Chevron or Texaco Gas Station in the US.
- Run Reports for Sales and other internal Business Partners as needed from Salesforce.com including consumer feedback collected over a period of time.
- Resolves other Contact Categories of SDS Requests, Consumer General Inquiry and Consumer Commendations within 48 hours through appropriate written communication and proper resolution.
- Articulates case symptoms, issues and case resolutions by updating the case management system and customer notes within developed guidelines
- Responds, reads, and manages all correspondence received through phone, web to case, mobile app, and e-mail regarding concerns, inquiries and retail consumer experience in North America.
- Utilizes multiple computer applications to gather data and resolve customer issues (Salesforce.com, Internet, Chevron Business Point portal, and Microsoft Office)
- Reviews the information provided by the consumer, working with the branded Chevron and Texaco Stations or Quick Lube
- Independent Business Owners and Chevron Field representatives through thorough and professionally written communications to resolve consumer complaints and inquiries.
Required Education & Experience:
- Good analytical and problem-solving skills
- Proficient in the use of MS Office applications
- Bachelor’s Degree in any field
- Open to night shift and shifting work schedule and holidays
- Strong interpersonal, organizational, and leadership skills
- At least 1 year experience doing customer support functions
- Good oral and written communication skills
- Technical support experience
- Can work with minimal supervision
- Can deliver effective presentations across a multi-cultural customer base