Guest Services Representative

Company Description

Pay Rates Starting between: $14.00 – $20.88 / hour

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 nations 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.

Military encouraged to apply.

Job Description

Top Company Benefits:

Weekly Pay

Free meal and beverages daily

$10/week health plans

Paid time off

Tuition Assistance

Wellness Program

Professional development

401(k) retirement savings plan

Paid parental leave

The purpose of this job is to respond to call center incoming calls and emails ensuring a superior guest experience.

Essential Functions

Respond to all incoming phone calls and emails received by the Guest Services department resulting in resolution or escalation

Accept parking reservations and process payment for various services offered

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

Maintain knowledge of all services offered at company Travel Centers

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

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

Qualifications

High school diploma or equivalent certification required

Experience in retail operations or call center preferred

Intermediate Microsoft Office skills

Bi-lingual in Spanish preferred

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

Additional Information

Medical, Dental, and Vision insurance

Adoption Assistance

Flexible Spending Account

Extensive Training Program