The Role
Manages relationships with key regional accounts to retain business, reduce attrition, and improve customer success. The role identifies customer needs, risks, trends, and process improvements; develops retention strategies; collaborates cross-functionally with sales, credit, partners, and leadership; and handles inbound and outbound customer calls. It also uses customer data and multiple business applications to support recommendations, sales, service improvements, and account retention.
Summary Generated by Built In
ESSENTIAL RESPONSIBILITIES
- Develop and maintain a relationship with consistent contact with our key accounts to retain the key account business.
- Develop and leverage an in depth understanding of customer needs throughout the customer lifecycle to identify gaps that put the customer at risk
- Leverage internal and external resources to deliver compelling, integrated retention programs across customer touch points
- Achieve annual attrition targets through relationship management with our key accounts and influence attrition rate for our entire Circlek fleet program through calls, meetings and connections.
- Be a resource to internal partners across the company to collaborate with them to understand the customer data available which can be used to inform and drive continuous improvement to customer service
- Proactively identify trends, root causes, and solutions regarding customer activity
- Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer’s closing their accounts
- Work cross-functionally to communicate and collaborate on strategies for improving the customer experience based on an understanding of early warning signs that a customer is not headed on a solid path to success.
- Handling inbound and outbound calls in a professional manner.
- Utilize multiple applications/systems in order to assist customers efficiently and in a timely manner.
- Demonstrate effective oral and written communications with customers, issuers, department personnel and management
- Good interpersonal skills and teamwork awareness
Requirements
- High School Diploma
- 1-2 years of related sales or customer management experience
- Communication skills – able to build rapport over the phone with external customers and in person with internal customers and peers
- Excellent Product and Process knowledge
- Sound sales skills; can identify customer needs and makes appropriate recommendations to confirm the sale
- Time management and work prioritization skills
- Ability to utilize sales tools as appropriate (fuel save, fuel locator, online, etc)
- Handles complex or unusual situations with ease
- Identifies opportunities to sell/retain a customer
- Identifies and takes action to improve process or situation
- Ability to work cross functional with Fleet customers, internal and external sales representatives, credit, partners and Leadership
- Must successfully pass a background investigation
Preferred Qualifications
- College degree
- Previous customer facing phone work
- Coaching experience or ambition preferred
- Experience with Salesforce CRM
- Must be computer literate in Word, Excel, Access and PowerPoint
- Must be able to perform the essential duties and responsibilities as described above.
- Must be able to follow state, federal and company guidelines.
- Must be able to maintain a positive team attitude and professional demeanor at all times.
Targeted salary range is $70-75k annually and is based on experience
THE ABOVE DUTIES ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK PERFORMED BY THOSE ASSIGNED TO THIS JOB. THEY ARE NOT INTENDED TO BE A COMPLETE LIST OF ALL RESPONSIBILITIES, DUTIES, AND SKILLS
REQUIRED OF THIS POSITION.
NOTE: This Job Description may change periodically as required by business necessity, with or without consent or advance notice to employees.
Circle K is an Equal Opportunity Employer.
The Company complies with the Americans with Disabilities Act (the ADA) and all state and local disability laws. Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the ADA and certain state or local laws as long as it does not impose an undue hardship on the Company. Please inform the Company’s Human Resources Representative if you need assistance completing any forms or to otherwise participate in the application process.
Click below to review information about our company's use of the federal E-Verify program to check work eligibility:
In English
In Spanish
Skills Required
- High school diploma
- 1-2 years of related sales or customer management experience
- Ability to build rapport with external customers and internal colleagues by phone and in person
- Excellent product and process knowledge
- Sound sales skills, including identifying customer needs and making appropriate recommendations
- Time management and work prioritization skills
- Ability to use sales tools such as Fuel Save, Fuel Locator, and online systems
- Ability to handle complex or unusual situations
- Ability to identify opportunities to sell or retain customers
- Ability to improve processes or situations proactively
- Ability to work cross-functionally with fleet customers, sales representatives, credit, partners, and leadership
- Successful completion of a background investigation
- College degree
- Previous customer-facing phone experience
- Coaching experience or ambition
- Experience with Salesforce CRM
- Computer literacy in Word, Excel, Access, and PowerPoint
- Ability to perform the essential duties and responsibilities
- Ability to follow state, federal, and company guidelines
- Positive team attitude and professional demeanor
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The Company
What We Do
Circle K is a global convenience-store and fuel-retail company operating across multiple countries. Its locations provide gasoline and other energy products alongside prepared food, beverages, car-wash services, and electric-vehicle fast charging. In Denmark, Circle K operates both Circle K and INGO brands, serving customers on the move through a broad network of stations and emphasizing convenient food and drink for everyday travel.
