The B2B Activation Specialist plays a vital role in ensuring a seamless experience for our B2B fleet business customers at Circle K. This role is focused on the customer journey from application submission and approval to their first fueling experience at our Circle K Sites. The primary focus of the Activation Specialist is to collaborate with our partnering bank and our customers to increase the approval rate of declined applications, perform account set up, onboard and educate customers in our systems. The Activation Specialist supports a crucial component of the customer journey that promotes a quick and efficient fleet fueling opportunity, thereby contributing to increased customer satisfaction, business growth and gallons fueled. Additional responsibilities include educating customers on business practices and associated contractual implications. Must contribute to sales objectives meeting case quota and productivity requirements assigned within their role as a Specialist. The effectiveness of this position has a critical impact on customer satisfaction and activation and retention rates.
ESSENTIAL RESPONSIBILITIES
Participates in Activation programs, providing customer education and problem resolution to increase customer activation and increased gallons fueled.
Conducts daily outbound calls to customers – approximately 10-15 per day. Establishes quick rapport with identified stalled accounts to improve the days to activate their new account
Provides extensive communication via phone, email and other approved channels.
Maintains comprehensive knowledge of the various systems/programs available for Circle K Fleet customers.
Utilizes multiple tools and systems to the best advantage to improve customer activation and days fueling.
Reviews and understands specific application decline issues, gathers additional information from the customer as needed for corrections, while providing clear and comprehensive instructions to customers regarding the approval process for applications.
Share insights and feedback with the customer and Circle K Sales to enhance the overall application approval experience.
Foster a strong working relationship with customers, Circle K Sales Team and the banking partner representatives to streamline application approval processes.
Ensure accuracy and consistency of customer data across systems and platforms.
Review customer information to maintain data integrity and compliance.
Efficiently set up new customers in our systems, ensuring accurate and complete driver and vehicle information to request account set up and card shipment.
Uses resources accurately to provide timely and effective delivery of the B2B Fleet Program to the customer, to include communication for accessing the online account portal.
Provide for compliance and security. Ensure adherence to data privacy regulations and security protocols during customer setup.
Safeguard customer information and prevent unauthorized access.
Provide personalized onboarding experience to confirm card receipt, online user access and account set up to better the customer experience and decreased number of days from “cards in hand” to first fueling experience in effort to increase B2B YTD gallons.
Investigate and address any issues related to customer accounts, ensuring prompt resolution.
Collaborate with the Customer Experience team to resolve escalated customer complaints or concerns related to activation and fueling experiences.
Continuously evaluate the customer activation process for efficiency and effectiveness.
Propose and implement process enhancements to streamline customer journey to include the application approval process, account set up and the onboarding experience.
Maintain detailed case records of customer activations and application assessments.
Serve as a point of contact for internal teams regarding customer setup inquiries.
Stay updated with industry trends and developments related to customer onboarding and fuel services.
Participate in training sessions to enhance knowledge and skills relevant to the role.
REQUIREMENTS
High School Diploma
1-2 years of related customer relationship experience, preferably in sales related industry
Excellent Communication skills – able to build rapport over the phone with internal/external customers and peers
Excellent written communication skills required for communication with customers and case documentation
Ability to work independently in a face-paced environment
Ability to quickly adapt to new processes and product knowledge
Excellent time management, organizational and work prioritization skills
Handles complex or unusual situations with ease
Identifies opportunities to assist and retain a customer throughout the customer journey
Identifies and takes action to improve processes or situation
Ability to work cross functional with Fleet customers, internal and external sales representatives, external banking partner and Leadership
Must successfully pass a background investigation
Preferred Qualifications
2- or 4-year College degree or certificate in related field and customer service, banking, lending, credit experience
Coaching experience or ambition preferred
Experience with Salesforce CRM, TEAMS
Must be computer literate in Word, Excel, 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.
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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.
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