Merchant Card Customer Service Manager jobs in the United States

To be considered for this position, you must live in the KC Metro area.

Multi Service Fuel Card, a wholly-owned subsidiary of Shell USA, is located in Overland Park, Kansas, and is looking for customer-centric individuals. Do you like to solve problems for diverse customers, clients and merchants? You might be a perfect fit in our growing Customer Service team if you are coachable and enjoy providing timely, comprehensive and accurate solutions. We offer paid training and a friendly workplace with hybrid and rotating shifts.

Why you will love working at Multi Service Fuel Card:

• Overland Park, KS hybrid work location
• Competitive pay
• Generous paid time off
• Medical, dental, vision, FSA, Life/AD&D
• 401K matching
• Rotating schedule with some remote shifts
• Casual office environment
• Employee referral program
• Free in-office snacks, beverages, coffee
• Company events and a fun and engaging company culture

Responsibilities:

• Customer Service team members work a rotating, three-shift schedule: 7AM-4PM (in-office at Overland Park, KS); 3PM-Midnight (remote); 11PM-8AM (remote).
• To provide 24/7 customer service, we offer a shift differential, holiday pay and occasional overtime.
• Serve as a primary contact to clients, merchants and customers providing timely, accurate and comprehensive responses and resolution to common questions and issues regarding supported programs, systems, processes and procedures.
• Provide exceptional customer support and use sound judgement to escalate requests and unresolved issues to appropriate team members or leadership.
• Skillfully de-escalate challenging customers, clients or merchants.
• Collaborate with other team members to learn processes, procedures, new implementations and other subsequent training.
• Take initiative by proactively contacting customers and merchants to address issues (e.g. rejections, disputes, authorizations, technical needs, potential account issues, etc.).
• Adapt to and positively welcome change to internal and external changes as well as a willingness to drive change as needed.
• Actively engage in building a rapport with internal and external parties to provide an excellent customer experience resulting in increased program usage.
• Meet department metrics, program Service Level Agreements (SLAs) and department Service Level Standards (SLSs).
• Complete assigned learning before the due date while actively participating in learning sessions.
• Perform other duties as assigned by leadership.

Qualifications for ideal candidates:

• Some previous customer service experience is required.
• Motivated and enthusiastic personality with a desire to provide excellent customer service.
• Highly organized, self-sufficient to work with moderate supervision and able to communicate a summary of completed tasks to leaders.
• Experienced with managing challenging customer situations.
• Coachable and able to improve performance based on feedback.
• Able to work in a team environment and autonomously as needed.
• Able to consistently meet expectations in an ever-changing environment.
• Demonstrates professional written and verbal communication skills.
• Previous experience with Salesforce is a plus.
• Bilingual (Spanish) is a plus.

Multi Service Fuel Card is an Equal Opportunity Employer. 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 by law.

Need Assistance? If you require assistance or reasonable accommodation for any part of the application or hiring process, please submit your request by email to fuelcard-hr@msfuelcard.com. This contact information is for accommodation requests only and should not be used to inquire about the status of applications.