Customer Service Rep I

There’s never been a better time to join TravelCenters of America! For 50 years, millions of professional truck drivers and motorists have called our travel centers home, depending on us daily for fuel, food, truck maintenance and essential services.

Today, TA is in the midst of a major company transformation. Driven by a passionate team, TA is focused on growing its network of travel centers, upgrading more than 100 existing TA, Petro and TA Express locations nationwide, implementing cutting edge technology and embarking on innovative alternative energy and sustainability initiatives.

From our locations across the country, to our corporate headquarters in Westlake, Ohio, every team member is a stakeholder in TA’s transformation. This dynamic environment offers endless career opportunities for individuals interested in sharing their ideas, growing with the company and shaping TA’s future.

Job Summary

Customer service representatives interact with internal and external customers on behalf of TravelCenters of America and Petro Stopping Centers, and Quaker Steak & Lube. They provide information about products and services; respond to customer feedback, and take parking reservations. They rely on experience and judgment to plan and accomplish goals.

Duties and Responsibilities

• Listen and respond to customers to get a better understanding of their needs in order to resolve issues efficiently and effectively. Must be patient and polite, especially when dealing with difficult or angry customers.
• Accurately record details of customer feedback and actions taken in Footprints. When interacting with customers via email professional responses are required using correct grammar, spelling, and punctuation.
• Provide information to customers about company products, services or programs. When interacting with customers via email or social media, professional responses are required using correct grammar, spelling, and punctuation.
• Take parking reservations, determine charges and process payments. These are to be processed accurately and professionally. 
• Perform special projects and miscellaneous duties as assigned. Such as review and respond to social media posts concerning TA/Petro, and Quaker Steak & Lube, respond to feedback received via TA/Petro, Quaker Steak & Lube websites or Company phone apps.
• Continuously seek out ways to improve current procedures and methods to ensure optimal efficiencies and excellent customer service.
• Analyze situations, investigate problems, and determine the best contact for a timely resolution. When it is an issue that needs to be escalated, information must be gathered and provided to a Customer Service Team Lead for assistance.
• Help with and at times train other Customer Support members on programs, administrative tasks, and technologies and/or call center methods and skills.