Guest Services Coordinator

Job summary

Entity:

Customers & Products

Job Family Group:

Business Support Group

Job Summary:

The ROO is an organization that supports the operations of over 200 company owned and over 1,000 franchised convenience retail stores operating under the brands of Thorntons and ampm across the west coast, midwest, and northeast. We are seeking guest-centric leaders with a growth and strategic mindset to help us continue to build the leading convenience retail chain of the future.General SummaryAs part of the Guest Services Team, the Guest Services Representative is responsible for daily guest service functions, incoming calls, financial inquiries, and store assistance.

Job Description:

Essential Job Functions (RESPONSIBLE TO)

▪ Provide resolutions to guest concerns by phone and email.

▪ Evaluate, analyze, and communicate with various departments (such as: Legal, Accounting, Marketing, Ops, etc.)

▪ Support sales and serving of FundWorks, Gift Card, eGift Card, Refreshing Rewards and other service-related programs

▪ Track and follow-up on existing or repetitive trouble tickets

▪ Enter guest concerns into call tracking software▪ Perform additional duties as assigned

Preferred Qualifications

▪ Education 

High school diploma (or equivalent) required

▪ Experience 

2+ years in sales, communications, or customer service support Call center experience 

Retail experience, preferably in a convenience store or equivalent venue

▪ Knowledge/Skills 

Superior customer service skills 

Clear communication skills Good understanding of business/legal ramifications of concerns 

Team-oriented approach 

Computer literate on MS Word, Outlook and Excel 

Ability to multi-task well within a diverse environment

Travel Requirement

No travel is expected with this role

Relocation Assistance:

This role is not eligible for relocation

Remote Type:

This position is a hybrid of office/remote working

Skills:

Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company.  We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with disabilities may request a reasonable accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.).  If you would like to request an accommodation related to the recruitment process, please contact us to request accommodations.

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy.  This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.