ESSENTIAL DUTIES:

The position includes, but is not limited to, the following essential job duties, responsibilities, and requirements:

Review declined applications, gather necessary information from customers, and provide clear guidance on the approval process using advanced problem-solving skills. Assist team members with complicated application approvals. Resolve escalated problems and increase activation and fueling volumes for stalled accounts.Accurately set up new customers, ensuring complete driver and vehicle information for account creation and card shipment. Provide a personalized onboarding experience, confirming card receipt, online access, and account setup to accelerate the time from “cards in hand” to first fueling. Oversee Tier 2 level accounts, coordinating with banking partner and Customer Relationship Managers to ensure expedited account set up and ensure outstanding customer experience is provided. Assist team members with escalated calls and complicated credit issues requiring use of advanced skills and program knowledge for problem resolution.Investigate and resolve customer account issues quickly, collaborating with the Customer Experience team & Customer Relationship team to address and assist with escalated concerns and complicated accounts.Extensive use of phone, email, and other channels to provide clear, effective written and verbal professional communications with customers, team members and external partners.Extensive use of fleet customer systems and strong knowledge of our programs and banking partner requirements to improve application approval rate, account activation and fueling times.Make suggestions and recommendations for process improvements and implementations. Oversee process documentation records and update accordingly.Work closely with customers, the Sales Team, and banking partner representatives to streamline the application approval process. Act as liaison between Circle K B2B and our Processing Bank for escalated requests, representing the Customer Success Team in meetings.Report known IT issues to appropriate teams to prevent delays in application approvals or customer fueling activities.Conduct monthly cross-functional training sessions to improve collaboration between teams.Adhere to data privacy regulations and security protocols, ensuring customer data is protected. Ensure the consistency and accuracy of customer data across all systems and platforms across the team.Continuously evaluate and suggest improvements to the customer activation process, ensuring efficiency and effectiveness. Participate in implementation and training of new process review with team members.Maintain detailed cases of customer activations, case resolutions, and application assessments. Review team cases for accuracy and compliance with performance standards and team adherence to KPI’s.Stay informed on trends in customer onboarding and fuel services to improve customer experience. Provide up to date information related to any company-wide initiatives affecting the customer fueling experience. Review and report to team members in timely communications.  Participate in ongoing training to enhance role knowledge and skills. The Team Lead will mentor team members, assist with developing training materials, assist in the delivery of training for new hires and monitoring team adherence to KPIs.

Requirements:

High school diploma is required, with a preference for an associate degree or higher.1-3 years of B2B Fleet Program experience or customer relationship experience, preferably in sales, customer service, banking, lending, or credit industry.Excellent verbal and written communication skills to build rapport with customers easily. Demonstrated use of professional communication skills required.Ability to work independently in a fast-paced environment and adapt quickly to new processes and lead others in a virtual environment.Demonstrated use of typing skills in professional experience.Strong time management, organizational, and prioritization skills.Ability to handle complex situations and identify opportunities to assist and retain customers. Ability to coach team members to resolve difficult situations.Ability to work and communicate cross-functionally and professionally with internal and external teams, including Sales, Fleet customers, and banking partners.Experience in leading, coaching and mentoring others.Proficient use of Salesforce CRM, TEAMS, and Microsoft Word, Excel, and PowerPoint.Ability to always maintain a positive team attitude and professional demeanor.Must successfully pass a background investigation.Must be able to perform the essential duties and responsibilities as described above. Must be able to follow state, federal and company guidelines.

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Circle K is an Equal Opportunity Employer.
The Company complies with the Americans with Disabilities Act (the ADA) and all state and local disability laws.  Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the ADA and certain state or local laws as long as it does not impose an undue hardship on the Company. Please inform the Company’s Human Resources Representative if you need assistance completing any forms or to otherwise participate in the application process.

Click below to review information about our company's use of the federal E-Verify program to check work eligibility:

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