Customer Relations Representative I

This position offers a base hourly range of $19.46 - $32.41 per hour, depending on experience and qualifications, plus bonus based on company performance.

One of the MANY work perkz at Sheetz is quarterly employee bonuses based on company performance! And there’s more – A LOT more… like competitive salaries, PTO and parental leave, 401k match and employee stock ownership, limitless professional development and growth opportunities, tuition reimbursement, full medical, vision and dental coverage, and snack discounts!

This role qualifies for a remote work arrangement within our 7 state footprint (PA, OH, MI, WV, VA, MD, NC).

Provide excellent customer service while serving as a first line de-escalation point, handling routine and moderately complex customer issues and escalating non-routine or complex situations as appropriate, to protect brand reputation, as well as troubleshoot technical app and other program issues.  

1.    Address a range of routine customer service situations through various touchpoints and provide first line support for crisis-level situations to protect the brand.
2.    Possess basic knowledge of customer facing promotions and programs to provide first level troubleshooting for customer technology issues (e.g., mobile app, online ordering, SheetzGo, subscriptions, loyalty program, etc.).
3.    Assist in troubleshooting concerns pertaining to payment systems (e.g., Sheetz Visa, Fleet credit cards, FISCAL) and payments/transactions at store level (e.g., failed transactions, preauthorization and crypto payments); escalate complex, non-routine, or unresolved issues as needed
4.    Work within ticketing system to document customer inquiries efficiently and accurately.
5.    Route inquiries to specific corporate departments as needed based on established procedure.
6.    Identify and escalate complex, sensitive, or unresolved issues to the appropriate resource based on escalation guidelines.
7.    Ability to keep consumer information and classified proprietary information confidential.
8.    Effectively navigate various software and computer systems necessary to the position.

(Equivalent combinations of education, licenses, certifications and/or experience may be considered)

Education
•    High School/GED required

Experience
•    Minimum 2 years’ customer service experience required
•    Minimum 2 years Help Desk/Call Center Experience preferred

Licenses/Certifications
•    N/A

Tools & Equipment 
•    General Office Equipment 

Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.