Customer Experience Associate

Job Title:

CUSTOMER EXPERIENCE ASSOCIATE

Location:

Bartlesville, OK (Full‑Time Onsite)

Duration:
One Year Contract (Renewable)

Rate: $19.00 per hour

The Customer Experience Associate provides professional, courteous, and efficient customer service to Marketers and Dealers. This role supports network connectivity, credit card acceptance, supply management processes, and technical troubleshooting for POS systems and related devices. This is a Level 1 Help Desk position that requires 24/7 availability and the ability to perform in a fast‑paced environment while maintaining accuracy and high service standards.

• Respond to customer inquiries via phone, instant message, online networks, and email.
• Troubleshoot and resolve issues related to credit card processing.
• Diagnose and support Point‑of‑Sale hardware, software, and network connectivity problems.
• Facilitate customer supply requests in alignment with Customer Supply Management (CSM) guidelines.
• Assist consumers and Marketer/Dealer users with retrievals and chargeback inquiries in the Credit Card Settlement System.
• Support reconciliation requests related to credit card batch totals.
• Maintain required documentation, records, and performance standards for productivity, quality, and customer service.
• Maintain technical proficiency across all assigned systems, tools, and platforms.
• Support Marketer/Dealer navigation and usage of extranet sites (Bizlink, Lube stream).
• Adhere to company service expectations, safety standards, and operational procedures.

• High School Diploma or GED equivalent.
• Willing and able to work any shift, including overnight, weekends, and holidays.

• General marketing or business insight.
• Familiarity with EPOS equipment.
• 1+ years of Help Desk or technical support experience.
• Knowledge of broadband, VSAT, DSL, and communication technologies.
• Experience with downstream systems interfacing with credit card platforms.
• Intermediate proficiency with Microsoft Office applications.
• Intermediate knowledge of computer, DSL, and VSAT hardware.
• Strong analytical skills with the ability to define problems, gather data, and develop conclusions.
• Ability to learn and adopt new software and web‑based platforms.
• Ability to read and interpret technical materials and business documents.
• Strong written communication skills for reports, correspondence, and procedure development.
• Strong verbal communication skills, including presenting detailed information to managers, clients, or customers.
• Excellent interpersonal skills and ability to work collaboratively within a team environment.