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Pilot Company · 7 hours ago

Representative, Customer Success

414 N. Peters Road, Knoxville, TN

Full-time

Onsite

Entry Level

2+ years exp

Pilot Company is an industry-leading network of travel centers with a commitment to providing exemplary service to its customers. The Representative, Customer Success role focuses on managing relationships with wholesale customers, delivering exceptional customer experiences, and collaborating with sales teams to identify business opportunities.

Retail

Responsibilities

Provide exemplary service to wholesale and DEF customers by developing and maintaining relationships over the phone, solving issues as they arise and handling customer inquiries

Collaborate with the sales team members you support to identify customer needs, pain points, and business opportunities

Manage and own the onboarding of customers within CRM. This includes but is not limited to the creation of and continual upkeep of account, pricing, and contractual level detail

Communicate key updates and information to customers

Manage the customer feedback process so we can proactively understand their views on our business and service levels

Provide account level analysis and trend reporting for marketers and leadership

Plan and execute customer check-ins and Quarterly Business Reviews with select customers to ensure customer success

Develop a strong internal network and leverage cross-functional capabilities to effectively respond to customer needs

Model behaviors that support the company’s common purpose; ensure customers 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

Qualification

CRM experienceSales support experienceMicrosoft OfficeCustomer serviceCommunication skillsOrganizational skillsTime managementProblem solvingTeam collaborationSelf-motivated

Required

High school diploma or equivalent certificate required

Intermediate Microsoft Office skills

Ability to gain knowledge of fuel and rack marketing industry

Ability to gain knowledge of company products and offerings

Ability to prioritize, multitask and manage multiple projects successfully in a fast-paced and dynamic environment

Strong organizational skills with attention to detail

Professional demeanor with communicating in person, email, or phone

Excellent written and verbal communication skills

Ability to communicate and interact effectively with various levels of the organization to negotiate, problem solve, complete projects, and influence decision making

Ability to influence others and provide excellent customer service

Self-motivated with ability to work both independently and within teams in order to establish and meet deadlines, goals, and objectives

Strong time management skills

Ability to quickly learn new technology and use technology in all areas related to the role

Travel required less than 5%

General office work requiring sitting or standing for long periods of time