Sr Representative, Guest Services

Pilot Company is an industry-leading network of travel centers with more than 30,000 team members and over 750 retail and fueling locations in 44 states and six Canadian provinces. Our energy and logistics division serves as 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 by Jim A. Haslam II and currently led by CEO Adam Wright, 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 to 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, protected veteran status or any other characteristic protected under applicable federal, state or local law.

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

1. Respond to and resolve escalated calls

2. Provide team member coaching and guidance in resolving difficult or complex issues

3. Identify quality related performance opportunities by observing and coaching

4. Role model best-in-class call center practices

5. Provide input for team member appraisals and assist with development of short and long-term team member goals

6. Maintain a working knowledge of all policies and procedures within the Guest Services department as well as other departments within the company

7. Assist with implementation of new processes, programs, and technology

8. Maintain knowledge of all services offered at company Travel Centers

9. Maintain working knowledge of all company software aligned with guest or team member needs

10. Coach team members in response to scorecard and daily metrics

11. Update and maintain Guest Services manual (on-line and hard copy)

12. Assist in the training of new hires and existing team members

13. Maintain and update all testing for Guest Services Call Center Representatives

14. Prepare and maintain job aids to assist in training

15. Model behaviors that support the companys common purpose; ensure guests and team members are supported at the highest level

16. Ensure all activities are in compliance with rules, regulations, policies, and procedures

17. Complete other duties as assigned

• 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