Senior service representative job description

Pilot Flying J is the 10th largest privately held company in North America with more than 28,000 team members. As the industry-leading network of travel centers, we have 750+ retail and fueling locations in 44 states and six Canadian provinces. Our energy and logistics division is a top supplier of fuel, employing one of the largest tanker fleets and providing critical services to oil operations in our nation's busiest basins. Pilot Company supports a growing portfolio of brands with expertise in supply chain and retail operations, logistics and transportation, technology and digital innovation, construction, maintenance, human resources, finance, sales and marketing.

Founded in 1958, we are proud to be family owned and consider our team members to be part of the family. Our founding values, people-first culture and commitment to giving back remains true to us today. Whether we are serving guests, a fellow team member, or a trucking company, we are dedicated fueling people and keeping North America moving.

All 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.

Pilot Flying J is part of the Pilot Company family of brands that keeps North America's drivers moving, including E-Z Trip, Mr. Fuel, One9 Fuel Stop, Pride, StaMart and Xpress Fuel.
The purpose of this job is to respond to escalated calls, as well as motivate
and mentor assigned Guest Services Call Center team members to reach
department goals and company initiatives
Essential Functions
Respond to and resolve escalated calls Provide team member coaching and guidance in resolving difficult or complex issues Identify quality-related performance opportunities by observing and coaching Role model best-in-class call center practices Provide input for team member appraisals and assist with development of short and long-term team member goals Maintain a working knowledge of all policies and procedures within the Guest Services department as well as other departments within the company Assist with implementation of new processes, programs, and technology Maintain knowledge of all services offered at company Travel Centers Maintain working knowledge of all company software aligned with guestor team member needs Coach team members in response to scorecard and daily metrics Update and maintain Guest Services manual (on-line and hard copy) Assist in the training of new hires and existing team members Maintain and update all testing for Guest Services Call Center Representatives Prepare and maintain job aids to assist in training Model behaviors that support the company’s common purpose; ensure guests and team members are supported at the highest level Ensure all activities are in compliance with rules, regulations, policies, and procedures Complete other duties as assigned
High school diploma or equivalent certification required Two years’ experience in retail operations or call center required Experience using call center software preferred Knowledge Intermediate Microsoft Office skills Ability to guide and coach less experienced team members Ability to manage negative guest sentiment while maintaining a positive and high-energy work environment Ability to handle difficult issues and complaints while exemplifying guest service Written and verbal communication skills Strong guest service skills and the ability to exhibit empathy Ability to adapt to change and willingness to take on new tasks Strong interpersonal skills Champion change Demonstrate a passion for delivering a positive customer experience Demonstrate professionalism and expertise in an ever-changing environment

All your information will be kept confidential according to EEO guidelines.


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Your Opportunity

Global Investing Services (GIS) is a specialized group that serves the trading, customer service and operational needs of both domestic and international clients interested in trading stocks that trade on exchanges outside the U.S. as well as foreign currencies. GIS has daily interactions from virtually every customer contact area of Schwab (Branches, Retail, Advisor Services, Schwab Wealth Advisory, etc.) and works to promote an outstanding client experience as it relates to all facets of their international equity investments. GIS also has direct-line telephone contact with external market makers as well as the various major market centers in foreign securities. GIS regularly serves clients living outside the U.S. that have international accounts with us to provide investment, trading and operational inquiries. Other services provided include document translation services for internal partners and foreign language support for clients. GIS provides full support for Stock Plan Services and futures accounts during after-hours periods.

What you are good at

This role is responsible for providing service to any clients residing outside the U.S. or any client trading securities on exchanges outside of the U.S. We strive to provide outstanding customer service in a wide range of areas including but not limited to trading and operations follow-up on foreign securities. We are the primary service group for clients living outside the U.S. for their investment and service needs. We manage client interactions via telephone, email and chat utilizing the one-call resolution model.

What you have

* Active Series 7, 63 license required. Series 9/10 or Series 3 license preferred.• At least 3 years of trading experience or relevant experience.• Provide primary service and support to all clients at an advanced level. Able to handle highly complex issues. • Accepts full ownership of client issues, resolves to completion and shares any best practices learned with peers; sets proper client expectations.• Consistently works to improve processes, procedures and crafts solutions that enhance the client experience. • Outstanding and consistent attention to detail and accuracy in all work. • Demonstrates strong leadership skills and is a self-starter, leads by example, takes initiative while sharing and collaborating with peers and management.
* Excellent time management, efficiency and prioritization skills that maximize productivity. • Possesses a leader mentality and is consistently seeking out areas for self-improvement and ways to further contribute to building the business and serving our clients. • Fosters strong and productive relationships that serve the team and our clients. • Advanced familiarity with relevant regulation, procedures and policies and can serve as a resource for other towards compliance. • Deep knowledge and proficiency of Schwab systems, platforms, applications and tools utilized in the service of our clients and is a resource for others. • High level knowledge of Schwab's broad product and service offering, match them effectively to client needs and share this with others. • Exhibits strong proficiency and knowledge on a broad array of service and operational issues.
* Bachelor's degree or equivalent experience preferred.• Fluency in Spanish, Cantonese or Mandarin preferred. • Advanced knowledge of trading, foreign markets, economics, risk management and is able to discuss such topics at the client's level. • Excellent communicative skills, both oral and written, and can succinctly explain complex topics with proper positioning, context and accuracy.

Molina Health Plan Provider Network Management and Operations jobs are responsible for network development, network adequacy and provider training and education, in alignment with Molina Healthcare's overall mission, core values, and strategic plan and in compliance with all relevant federal, state, and local regulations. Provider Services staff are the primary point of contact between Molina Healthcare and contracted provider network. They are responsible for the provider training, network management and ensuring knowledge of and compliance with Molina healthcare policies and procedures while achieving the highest level of customer service.
KNOWLEDGE/SKILLS/ABILITIES

+ Under general supervision, responsible for various provider services functions with an emphasis on working externally with the Plan's highest priority, high volume, strategic providers to educate, advocate and engage as valuable partners.

+ Requires an in-depth knowledge of provider services and contracting subject matter expertise.

+ Resolves complex provider issues that may cross departmental lines and involve Senior Leadership.

+ Serves as a subject matter expert for other departments.

+ Trains other Provider Services Representatives, as appropriate.

JOB QUALIFICATIONS

Required Education

Bachelor's Degree or equivalent provider contract, network development and management, or project management experience in a managed healthcare setting.

Required Experience

+ 3 - 5 years customer service, provider service, or claims experience in a managed care setting.

+ 3-5 years' experience in managed healthcare administration and/or Provider Services.

+ 5 years' experience in provider contract negotiations in a managed healthcare setting ideally in negotiating different provider contract types, i.e., physician, group and hospital contracting, etc.

+ Working familiarity with various managed healthcare provider compensation methodologies, primarily across Medicaid and Medicare lines of business, including but not limited to; fee-for service, capitation, and various forms of risk, ASO, etc.

Preferred Education

Bachelor's or master's degree.

Preferred Experience

+ 5+ years' experience in managed healthcare administration and/or Provider Services.

+ 5+ years' experience in provider contract negotiations in a managed healthcare setting ideally in negotiating different provider contract types, i.e., physician, group and hospital contracting, etc.

To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.

Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.