Company Info

Headquartered in Houston, TX, Atlas Oil is the inaugural Simon Group Holdings company. Since our founding in 1985, Atlas has grown through technological and operational innovation, all while maintaining our unwavering commitment to customer success. Atlas offers single-source solutions for fuel, transportation and logistics and is one of the largest fuel distributors in the country, delivering over 1 billion gallons of fuel annually to customers in 49 states. We have an active real estate division and are engaged in transportation logistics and fueling including bulk, fleet, event, onsite, emergency response, and oil field services.

Job Summary

The Customer Success team is Atlas Oil Company’s (AOC) ‘one stop’ customer support team addressing all queries, orders and concerns that customers place through the ‘800’ number, ‘live chat’ and via email. This team operates 24/7 and is expected to drive a high percentage of first call resolution with our customers. The Customer Success Manager will play a critical role in the relationship of customers with AOC and will lead a team of Customer Success associates. This highly visible role will also play a significant part in the development of our sales, marketing and operations teams to grow within the organization.

The successful candidate will be a high energy, self-starter who can work independently, and think innovatively relative to solutions to challenges. The candidate will also be a servant leader that grows, mentors and coaches team members.

Management Responsibilities

• Leadership and development of 5+ Customer Success Associates
• Collaboration across leadership and teams to find solutions to better serve our customers

Required Education / Certifications

Bachelor’s Degree or Equivalent preferred

Primary Responsibilities & Scope

• Review call recording for training purposes with team on a weekly or bi-weekly basis.
• Same day customer reply to all incoming inquiries via phone, email or ticketing system – follow up daily until the inquiry is complete.
• Act as a customer advocate, evaluate and analyze customer needs.
• Participate in new customer onboarding with the Sales Development team.
• Support all incoming calls to the company, connecting the appropriate team members to resolve the present issue, including vendors, partners, direct transfers, etc.
• Creating “Customer Support Tickets” on behalf of callers for follow up for all departments and managing/tracking resolution.
• Responsible for leading the day-to-day customer success team including report analysis, metrics tracking and error resolution for all our business units. Submitting weekly reports to leadership on individual business units regarding customer inquiries or concerns.
• Communicate escalations and resolutions to the AR, AP and Operations teams and act as a liaison for our customers.
• Work with the team on repetitive escalated issues to find a solution that will prevent them from reoccurring.
• Demonstrated leadership experience in a challenging and demanding environment.
• Ability to define, set and drive a vision and execution plan. Set and manage priorities for the team.
• Tailored coaching to individual team members and the team as a whole to ensure high-quality support interactions and goal monitoring as well as being comfortable providing direct and timely feedback to team members.
• Commercially savvy and driven by the success of the team and the broader organization.
• Demonstrated experience with back office systems, including ERP, CRM, Phone System, Dispatch System etc.
• Responsible for meeting performance and SLA targets for each line of business.
• Collaborates well with internal and external teams, including other departments, customers, suppliers, etc.
• Positive, proactive can-do attitude and passionate about solving problems.
• Strong written and verbal communication skills.
• Can think big picture while driving day to day details.
• High comfort level with documenting current processes and defining to-be processes.

Required Experience

• 7+ years’ experience in building, leading, and growing high performing teams
• Back office experience, billing, AR/AP, CRM and CRM integration with ERP strongly preferred
• Phone system analytics experience
• Customer service/customer support experience within an office-based environment
• Oil and gas and/or transportation industry experience a plus, but not required
• Demonstrated experience with Microsoft Office Products (Excel, Word, Powerpoint, Visio)
• Strong analytical reasoning and problem-solving skills; ability to quickly adapt to changing environment

Hours 

Monday-Friday 7:00 a.m. – 5:00 p.m.; on call and weekend work as needed. 

 EQUAL EMPLOYMENT OPPORTUNITY

Atlas Oil Company provides equal employment opportunities to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, weight and height or military status, in accordance with applicable federal laws.

 DISCLAIMER

The listed statements on this document are intended to describe the general nature and level of work being performed by people assigned to this job title.  They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.  It is the responsibility of team members assigned to this job to ensure all duties and responsibilities are performed accurately and timely as required.