Chevron Corporation Consumer Connection Center Associate Senior Specialist in Louisville, Kentucky
Chevron is accepting online applications for this position through 6 /20/2021 at 11:59p.m.
Responsibilities for this position may include but are not limited to:
• Manages all consumer retail contacts received via phone, email, Chevron.com and through social media channels that are classified as sensitive and require special handling. Sensitive cases are defined by issue types; Potential Product Integrity, Discrimination allegations, Potential Policy Violation, or Safety concern, but not limited to and (also includes ADA claims, Property Damage Claims, Lubricant Product Claims, Gift Card Settlement, Better Business Bureau and Attorney General cases). • Professionally prepares letters or e-mails throughout the case cycle keeping the consumer informed, outlining the results of investigation and utilizes template letters that will need to be customized for each individual case file.• Utilizes multiple computer applications to gather data and resolve customer issues including Salesforce.com, Sprinklr, and Microsoft Office. • Requires collaboration and engagement with Retail stations and internal stakeholders including Sales Managers and/or other Service Centers, such as the Retail Marketing Center and Retail Technology Centers as well as other Support groups; Card Operations and Fuel Integrity team. Reporting & Analysis: • Responsible for extracting specific retail consumer data received and recorded in Salesforce.com and develop a tailored trend-based analysis report, with business recommendations, for key Chevron stakeholders and business units.
Executive-Level Correspondence and Social Media Engagement: • Responds appropriately to all retail consumer inquiries & complaints that are addressed to Chevron executives and all retail related postings in the Social Media Forum (i.e. Twitter, Facebook, Youtube) regarding Chevron Branded Retail Fuel Stations. This position requires consumer engagement/responses to posts on behalf of Chevron Corporate on the Corporate Facebook and Chevron Twitter pages. In addition, the position also requires consumer engagement on Gas Buddy, Google Messenger, Apple Store & Google Play Reviews (as related to Chevron Apps).
Process Management and Case Escalations: • Initiates, leads or participates in team process improvements efforts and works with other business groups to achieve overall improvement and process standardization in local and end-to-end processes. Develops and re-writes process documentation for Social Media case management and Fuel Quality Incident Management (consumer facing) and can involve collaboration with IT for Chevron.com and SFDC IT. • Manages case escalations from the junior specialists on the team (Level 1) and coaches Level 1 agents on best practices and improved areas for call handling/case management Fuel Quality Incident Management: • Takes lead in managing consumer contacts via phone and web relative to known and identified fuel quality incidents. Follow investigation process with consumer and retail sites and requires collaboration with the Product Engineering to validate potential vehicle symptoms, potential coordination with Third Party Claims management company/service center, issuance of Chevron Gift Cards at the conclusion of the incident/resolution, and monitoring the claims are all sent to Third Party Claims center for evaluation throughout the incident.
• Bachelor’s Degree required.• At least 6 months of customer service experience or similar experience• Soft phone skills.• Excellent communication skills and the ability to manage communication styles internally/externally.
• Proficient in MS Office Suite (PowerPoint, Word, Excel).• Experience using Salesforce.com desired.
Relocation will not be considered.
Expatriate assignments will not be considered.
Chevron regrets that it is unable to sponsor employment Visas or consider individuals on time-limited Visa status for this position.
Regulatory Disclosure for US Positions:
Chevron is an Equal Opportunity / Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, color, religious creed, sex (including pregnancy, childbirth, breast-feeding and related medical conditions), sexual orientation, gender identity, gender expression, national origin or ancestry, age, mental or physical disability (including medical condition), military or veteran status, political preference, marital status, citizenship, genetic information or other status protected by law or regulation.
We are committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation, please email us at email@example.com.
Chevron participates in E-Verify in certain locations as required by law.
Chevron Corporation is one of the world's leading integrated energy companies. Through its subsidiaries that conduct business worldwide, the company is involved in virtually every facet of the energy industry. Chevron explores for, produces and transports crude oil and natural gas; refines, markets and distributes transportation fuels and lubricants; manufactures and sells petrochemicals and additives; generates power; and develops and deploys technologies that enhance business value in every aspect of the company's operations. Chevron is based in San Ramon, Calif. More information about Chevron is available at www.chevron.com.
Chevron is an Equal Opportunity / Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or other status protected by law or regulation.