Pilot Flying J
Knoxville, Tennessee, United States
Sr Representative, Guest Services
Job Description
Pilot Company is the 10th largest privately held company in North America with more than 28,000 team members. As the industry-leading network of travel centers, we have more than 950 retail and fueling locations in 44 states and six Canadian provinces. Our energy and logistics division is a top supplier of fuel, employing one of the largest tanker fleets and providing critical services to oil operations in our nation's busiest basins. Pilot Company supports a growing portfolio of brands with expertise in supply chain and retail operations, logistics and transportation, technology and digital innovation, construction, maintenance, human resources, finance, sales and marketing.
Founded in 1958, we are proud to be family owned and consider our team members to be part of the family. Our founding values, people-first culture and commitment to giving back remains true to us today. Whether we are serving guests, a fellow team member, or a trucking company, we are dedicated fueling people and keeping North America moving.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Summary
The purpose of this job is to respond to escalated calls, as well as motivate and mentor assigned Guest Services Call Center team members to reach department goals and company initiatives
Essential Functions
Respond to and resolve escalated calls
Provide team member coaching and guidance in resolving difficult or complex issues
Identify quality related performance opportunities by observing and coaching
Role model best-in-class call center practices
Provide input for team member appraisals and assist with development of short and long-term team member goals
Maintain a working knowledge of all policies and procedures within the Guest Services department as well as other departments within the company
Assist with implementation of new processes, programs, and technology
Maintain knowledge of all services offered at company Travel Centers
Maintain working knowledge of all company software aligned with guest or team member needs
Coach team members in response to scorecard and daily metrics
Update and maintain Guest Services manual (on-line and hard copy)
Assist in the training of new hires and existing team members
Maintain and update all testing for Guest Services Call Center Representatives
Prepare and maintain job aids to assist in training
Model behaviors that support the companys common purpose; ensure guests and team members are supported at the highest level
Ensure all activities are in compliance with rules, regulations, policies, and procedures
Complete other duties as assigned
Qualifications
High school diploma or equivalent certification required
Two years experience in retail operations or call center required
Experience using call center software preferred
Specialized Knowledge
Intermediate Microsoft Office skills
Bi-lingual in Spanish preferred
Competencies
Ability to guide and coach less experienced team members
Ability to manage negative guest sentiment while maintaining a positive and high-energy work environment
Ability to handle difficult issues and complaints while exemplifying guest service
Problem solving skills
Written and verbal communication skills
Strong guest service skills and the ability to exhibit empathy
Ability to adapt to change and willingness to take on new tasks
Strong interpersonal skills
Champion change
Demonstrate a passion for delivering a positive customer experience
Demonstrate professionalism and expertise in an ever-changing environment
Travel
Travel required less than 5%
Physical Requirements & Working Conditions
Weekends, evenings, and overnight shifts may be required
General office work requiring sitting or standing for long periods of time
All your information will be kept confidential according to EEO guidelines.