Job Description

Join Pilot Flying J as a Senior GuestServices Representative!

The purpose of this job is to respond toescalated calls, as well as motivate and mentor assigned Guest Services CallCenter Team Members to reach department goals and company initiatives.


·   Respond to and resolve escalated calls

·   Provide Team Member coaching and guidance inresolving difficult or complex issues

·   Identify quality-related performanceopportunities by observing and coaching

·   Role model best-in-class call center practices

·   Provide input for Team Member appraisals andassist with development of short- and long-term goals

·   Maintain a working knowledge of all policies andprocedures within the Guest Services department as well as other departmentswithin the company

·   Assist with implementation of new processes, programsand technology

·   Maintain knowledge of all services offered atcompany travel centers

·   Maintain working knowledge of all companysoftware aligned with Guest or Team Member needs

·   Coach Team Members in response to scorecard anddaily metrics

·   Update and maintain Guest Services manual (online and hard copy)

·   Assist in the training of new hires and existingTeam Members

·   Maintain and update all testing for GuestServices Call Center Representatives

·   Prepare and maintain job aids to assist intraining

·   Model behaviors that support the company’scommon purpose; ensure Guests and Team Members are supported at the highestlevel

·   Ensure all activities are in compliance withrules, regulations, policies, and procedures

·   Complete other duties as assigned


·   High school diploma or equivalent certificationrequired

·   Two years’ experience in retail operations orcall center required

·   Experience using call center software preferred

·   Intermediate Microsoft Office skills

·   Bilingual in Spanish preferred

·   Excellent customer service skills with theability to exhibit empathy while managing Guest complaints and resolving issues

·   Ability to share expertise while guiding andcoaching less experienced Team Members

·   Excellent written and verbal communicationskills

·   Ability to demonstrate professionalism andsupport a positive, fast paced, dynamic work environment

·   Strong interpersonal and problem solving skills

·   Ability to adapt to and champion change with awillingness to take on new tasks

·   Ability to demonstrate a passion for deliveringa positive customer experience

·   Weekends, evenings, and overnight shifts may berequired

·   General office work requiring sitting orstanding for long periods of time

9016 Cross Park Dr

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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