Customer Care Agent

GENERAL DESCRIPTION OF POSITION 

The Customer Care Agents will provide direct customer support involving all customer concerns for both Murphy USA and QuickChek. Agents will handle concerns that range from Common Concerns to Extremely Sensitive Concerns as well as support the mobile apps for both MUSA and QC. During the course of your duties the Customer Care Agent will be required to respond to both calls and emails, provide insight regarding the Murphy Drive Rewards program and the QC program while projecting a positive and caring attitude when dealing with customers, store personnel, DMs and peers. Customer Care agents will model Murphy USA's core competencies and principles while delivering outstanding customer service.  One of the main goals of the Customer Care Agent is to resolve calls on a first call resolution basis in a manner that will help retain the loyalty of the customer to Murphy USA.   

ESSENTIAL DUTIES AND RESPONSIBILITIES 

1. Answer inbound calls, respond to email, create Service Now tickets and assist as needed.
2. Must analyze issues, instruct callers on solution or escalate to appropriate Tier group.
3. Follow up to maintain accurate and timely ticket resolution. 
4. Use the data and resources available to the agent to achieve Customer Care goals and metrics.
5. Use the many resources available and understand completely both the MDR and QC programs to resolve Murphy USA and QuickChek app concerns.
6. Must collect as much information as possible when working sensitive concerns and fuel claims.
7. Must be empathic, respectful, and professional when dealing with customers.
8. Maintain a positive, supportive and professional work environment with other employees.
9. Must have a good working relationship with peers, management, and other departments.
10. Perform any other related duties as required or assigned.

 QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

EDUCATION AND EXPERIENCE 

Mental alertness and adaptability to office and field area work routines. Equivalent to four years high school or GED, with particular emphasis during high school in office skills, shop skills, or others, plus 0 to 6 months related experience and/or training, or equivalent combination of education and experience. 

Location(s)

El Dorado, AR, USA

Pay Range

Salary/Hourly

Hourly

Position Type

Full-time