Sunoco LP is a leading energy infrastructure and fuel distribution master limited partnership operating across 47 U.S. states, Puerto Rico, Europe, and Mexico. The Partnership's midstream operations include an extensive network of approximately 9,500 miles of pipeline and over 100 terminals. This critical infrastructure complements the Partnership's fuel distribution operations, which serve approximately 10,000 convenience stores, independent dealers, commercial customers, and distributors. At Sunoco, we take great pride in what we do and wholeheartedly believe our employees drive success for our company and our customers. We are always looking for the best and brightest talent and we are committed to making your job a challenging and rewarding experience. Summary: Provides daily supervision to the Customer Solutions team, in place to support Sunoco's dealers, distributors, and other B2B relationships. Motivates and empowers team to deliver total customer satisfaction, focusing on improving the speed to resolution. Fosters a spirit of cross-functional and internal team collaboration, inspiring team to do the same. In addition to the daily supervisory duties of the B2B team, this individual will take an active role in driving improvements to customer experience in the areas of quality and customer satisfaction. Responsibilities:
- Responsible for achieving department SLA's, including contact time in queue, time to resolve, FCR and customer satisfaction.
- Manage customer experience through ownership of quality monitoring and customer satisfaction programs for multiple customer facing teams.
- Actively work to identify and communicate potential operational, staffing and system issues and proactively take steps to address them.
- Handle escalated inquiries beyond teams' authority, working with appropriate sense of urgency on issues that may deviate from standard protocols.
- Responsible for development and analysis of metrics and performance reporting as assigned.
- Develop strong cross-functional relationships to elevate the customer experience as a priority throughout the organization.
- Assist with other job duties as assigned.
Qualifications:
- High School Diploma or equivalent
- Minimum 8 years of related customer service experience required, with prior supervisory experience strongly preferred; Bachelor's degree preferred / equivalent combination of experience.
- Ideal candidate will be highly skilled at building cross-functional relationships with demonstrated history of driving strong results.
- Ability to analyze complex situations quickly, navigating oftentimes ambiguous circumstances to make quick, well-informed decisions.
- Prior responsibility for quality or customer experience functions a plus; demonstrated track record of monitoring and coaching team members toward improved performance.
- Experience developing reports and analyzing trends, as well as implementing customer service policies and procedures.
- Ideal candidate will be self-motivated with a desire to deliver top-tier B2B customer support to both internal and external customers.
Knowledge and Skills:
- Proficient computer skills in Microsoft Office Suite (especially with Word, Excel, Outlook, and Power Point).
- Strong working knowledge of basic accounting functions and systems.
- Familiarity and experience with phone/ACD systems required, preferably in a Cisco environment.
- Understanding of basic CX and call center SLAs.
- Experience leading multiple channels in a call center environment.
- Salesforce.com experience preferred but not required.
An equal opportunity employer/disability/vet
Energy Transfer is an equal opportunity employer and does not discriminate against qualified applicants on the basis of actual or perceived race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law.
The nature and frequency of the above working conditions and requirements may vary depending on individual operational circumstances. Where feasible, the Partnership will make reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the job.
DISCLAIMER: The statements listed in this job posting, which are subject to change, are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified. |
Sunoco LP
Sep 26, 2024