Resolutions Coordinator

Req ID: 408731 

BASIC PURPOSE: The primary purpose of the Resolution Coordinator is to provide a quality customer experience while working to correct and collect payment on outstanding account balances. Works in a professional, customer-centric, and high-volume environment; taking inbound calls; working with internal departments; making outbound calls to determine reason for billing disputes. Provides exceptional service while being empathetic when evaluating customers situation to provide relevant solutions.

MAJOR RESPONSIBILITIES:

• Research and analyze accounts prior to initiating contact and examine historical data, evaluate past resolution efforts
• Accepts and processes both written and phone communications to resolve escalated customer account issues
• Make adjustments to and notate customer accounts
• Provide excellent customer service while handling inbound calls and navigating between multiple systems
• Read help systems, daily bulletins and emails to stay current on policies and procedures
• Contributes to process and customer experience improvements
• Provide customers with information and supporting documentation as requested
• Log disputes and communicate with maintenance locations to resolve customer issues
• Research and resolve failed transactions
• Outreach to shop locations to resolve National Account disputes
• Other duties assigned as needed

EDUCATION AND EXPERIENCE:

• Education:
  • HS Diploma or equivalent required
• Experience:

  • Experience in invoicing or billing is strongly preferred

  • Experience in customer service role preferred

  • Knowledge of the transportation and maintenance industry is a plus

SKILLS AND PHYSICAL DEMANDS:

• Skills:
  • Hard skills: Must be computer proficient with intermediate knowledge of Microsoft Office.  Ability to speak Spanish is a plus.
  • Soft Skills: Ability to learn new software applications and computer programs; ability to type efficiently and accurately; comfortable handling multiple interruptions and adjusting priorities throughout the workday; ability to communicate effectively (both orally and in writing) with diverse individuals and to consistently handle interpersonal situations in a professional and respectful manner; excellent memory and organizational ability, in order to set priorities, organize workload, handle multiple responsibilities simultaneously and to meet deadlines, and sufficient arithmetic skills to perform routine accounting and mathematical computations
• Typical Physical Demands:
  • Requires prolonged sitting, some bending and stooping
  • Occasional lifting up to 25 pounds.
  • Manual dexterity sufficient to operate a computer keyboard and calculator.
  • Requires normal range of hearing and vision.

Job Function(s): Corporate 

Love’s Travel Stops & Country Stores is the industry-leading travel stop network in the United States. For more than 55 years, we’ve provided customers with highway hospitality and “Clean Places, Friendly Faces.” We’re passionate about serving drivers with clean, modern facilities stocked with fuel, food and supplies. We offer meals from popular restaurant chains, trucking supplies, showers and everything needed to get back on the road quickly. The Love’s Family of Companies includes:

• Gemini Motor Transport, one of the industry’s safest trucking fleets
• Speedco, the light mechanical and trucking service specialists
• Musket, a rapidly growing, Houston-based commodities supplier and trader
• Trillium, a Houston-based alternative fuels expert