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Customer Service Rep

SC Fuels
Orange, CA
  • Posted: over a month ago
  • Full-Time
  • Benefits: medical, vision, 401k, dental, life insurance,
Job Description

Fueling business. Powering progress.

Originally founded in 1930, SC Fuels is one of the oldest and largest petroleum distributors in the United States. Serving more than 11,000 customers annually, ranging from small family-owned businesses to Fortune 500 companies, we deliver gasoline, diesel fuel, alternative fuels and other petroleum products and related services in over 15 western states at the most competitive prices. Our leadership also extends to fleet card services with a fueling network of over 230,000 cardlock sites, truck stops and retail stations nationwide.

OVERVIEW:

The Customer Service Representative handles customer inquiries, complaints, billing questions, and driver card issues via phone, email/ticketing system, and fax. They provide solutions to the customer’s fleet needs by using their knowledge of our products and services. They proactively seek out new business from our current customer base by asking important questions, during each call, as the opportunity arises. Customer service reports to the Customer Service supervisor, and is based in Southern California.

Benefits offered

  • Medical
  • Dental
  • Vision
  • Life Insurance
  • Paid Time Off
  • 401K with company match
  • Fuel discount program
  • Wellness Programs
  • Employee Discount Programs
  • Recognition Programs
  • Education Assistance & more!

  • Customer Inquiry Resolution- Responds to inquiries using knowledge of company’s product and services via phone, email, or fax.
    • Daily Average inbound call volume-40
    • Adheres to work schedule and break times
    • Must follow all policies and procedures, paying strict attention to customer notes and instructions issued by sales, credit, or management.
    • Is able to maintain a professional and courteous relationship with all departments and customers in contact.
    • Is able to multitask through multiple computer systems.
    • Is able to identify and prioritize work based on level of importance.
    • Communicates with management if any system/customer larger base issues should come up. Has a sense of urgency and is able to identify such issues.
    • Is reliable and a good resource for special projects or conversions.
  • Maintain Customers Card Deck- Cancel/unlock/reissue cards on customer’s accounts. Place orders for new card requests. Suggest card types based on customers’ current needs and location.
    • Accuracy of request needs to be at 98%
  • Speaks to customers on a daily basis to establish a personal connection and do a review of their card deck. They also seek to find untapped new customer business by asking customer if we are their only fuel provider.
  • On Call- The customer service rep is required to take on call responsibilities at minimum once every 2 months. This can be broken down among a few days over a period of one month as management sets the schedule. On call will be enforced if unable to find coverage on a voluntary basis. After hours assistance program is assigned from a Friday to Thursday. 5pm-6am on weekdays including Saturday and Sundays. They handle calls using a cell phone and laptop.
  • Percent of Limit Calls- Calls on a daily list of customers that have reached 70% or more of their card usage and increases limits on cards as needed.
  • Variance Report- Calls on a daily list of customers that have an unusual number of transactions in one day on one specific card. This can lead to fraud detection internally or duplicate card fraud.
  • Voyager Daily Decline Report- Calls on a daily list of accounts that have had cards locked due to the driver entering the wrong pin number more then 3 times in a row. This is also used as a tool for potential fraud.
  • Performs other job-related duties as assigned by direct supervisor

  • High school diploma or equivalent; undergraduate degree preferred
  • Minimum three years demonstrated customer service experience, preferably phone based
  • Able to work various scheduled hours and overtime including evenings, weekends, and holidays as needed
  • Proficient with Microsoft Outlook, Excel and ability to learn new computer programs including in house systems
  • Able to take On call at least once every 3 months and when required

SC Fuels is an equal opportunity employer. EOE/AA/M/F/Vets/Disabled

#ZR

Company Description
SC Fuels is a family-owned & operated business serving more than 11,000 customers annually, ranging from small family-owned businesses to Fortune 500 companies.

SC Fuels is proud to offer a variety of petroleum services to keep your business running. We bring quality fuel, exceptional service, and industry-leading expertise right to you. Regardless of your fueling needs or location, we will design a custom solution that works best for you with our fuel services:

Mobile On-Site Fueling – Our mobile fueling service provides on-site equipment fills during non-operational hours, saving labor costs, and improving operational visibility.

Fleet Card Programs – Our fuel cards offer our customers convenience, control, and accountability. Gain control of your fueling costs today with transparent tracking of your fleet’s fuel costs at over 230,000 locations.

Unbranded Wholesale – When you partner with SC Fuels for unbranded bulk fuel deliveries, you will receive attentive, personal service from our team 24 hours a day.

Branded Wholesale – We proudly offer fuel services to a wide variety of privately owned gas stations throughout California. Our fuel brands include Shell, Marathon, Valero, 76, and Sinclair, giving you the flexibility to choose the right brand for your unique location.

Lubricant & Chemical Delivery – SC Fuels’ knowledgeable staff is ready to offer expert and professional advice on which product is best for your equipment or business. Learn more about our lubricant and chemical delivery services.

SC Fuels

Why Work Here?
Join our stable, growing, family-owned company. There are great benefits including fuel discounts and career opportunities!

SC Fuels is a family-owned & operated business serving more than 11,000 customers annually, ranging from small family-owned businesses to Fortune 500 companies. SC Fuels is proud to offer a variety of petroleum services to keep your business running. We bring quality fuel, exceptional service, and industry-leading expertise right to you. Regardless of your fueling needs or location, we will design a custom solution that works best for you with our fuel services: Mobile On-Site Fueling – Our mobile fueling service provides on-site equipment fills during non-operational hours, saving labor costs, and improving operational visibility. Fleet Card Programs – Our fuel cards offer our customers convenience, control, and accountability. Gain control of your fueling costs today with transparent tracking of your fleet’s fuel costs at over 230,000 locations. Unbranded Wholesale – When you partner with SC Fuels for unbranded bulk fuel deliveries, you will receive attentive, personal service from our team 24 hours a day. Branded Wholesale – We proudly offer fuel services to a wide variety of privately owned gas stations throughout California. Our fuel brands include Shell, Marathon, Valero, 76, and Sinclair, giving you the flexibility to choose the right brand for your unique location. Lubricant & Chemical Delivery – SC Fuels’ knowledgeable staff is ready to offer expert and professional advice on which product is best for your equipment or business. Learn more about our lubricant and chemical delivery services.

Address

Orange, CA
92867 USA

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