GENERAL DESCRIPTION OF POSITION
The NCC Agent will assist Murphy USA sites that call the National Contact Center for support. Assistance can any number of technical or mechanical issues that may arise. NCC Agents take phone calls, many of which are legitimate emergencies, and either solve the problem themselves, assist the caller in solving the problem, or escalate the problem to an Assistant Manager or a vendor.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Answer calls from Sites and Vendors, analyze issues, instruct callers on solution or escalate to vendor or other department.
- Analyze customer problems and research solutions using the Knowledge Base Software.
- Document and process tickets appropriately based on existing guidelines.
- Provide easily understood answers adapted to the customers situation.
- Using Knowledge Base software, scripts, and other troubleshooting documentation to make accurate determinations on when to dispatch a technician to site locations.
- Work with co-workers to address escalating problems for resolution.
- Interact with operations/store personnel to resolve issues at site level, escalate store issues to District Manager.
- Contact with Vendors when self maintenance and repair is impossible.
- Perform any other related duties as required or assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION AND EXPERIENCE
High school or GED, plus specialized schooling and/or on the job education in a specific skill area; e.g. data processing, clerical/administrative, equipment operation, etc, One year experience in customer service(preferably call center). Or equivalent combination of education and experience.