Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Medical insurance
Dental Insurance
Vision Insurance
401(k)
Flexible spending account
Employee Fuel Discount
Adoption assistance
Tuition Reimbursement
Onsite gym
onsite cafeteria
weekly pay
Job Description
Pilot Company is a premier network of travel centers renowned for its extensive operations across North America. With over 30,000 dedicated team members and more than 750 retail and fueling locations spread across 44 states and six Canadian provinces, Pilot Company stands as a leader in the travel and fuel industry. The company’s expansive energy and logistics division is a top supplier of fuel, operating one of the largest tanker fleets, and plays a critical role in supporting oil operations in some of the nation’s busiest basins. Beyond fueling, Pilot Company manages a diverse portfolio of services including supply chain and retail operations, logistics and transportation, technology and digital innovation, construction, maintenance, human resources, finance, sales, and marketing.
Founded in 1958 by Jim A. Haslam II and presently led by CEO Adam Wright, Pilot Company has maintained a strong foundation built on core values emphasizing people-first culture and community support. The company’s unwavering dedication to its founding principles ensures that every interaction — whether with guests, fellow team members, or trucking companies — fuels people and helps keep North America moving forward efficiently and safely. Pilot Company also maintains an inclusive hiring practice, considering all qualified applicants regardless of race, color, religion, sex, national origin, disability, veteran status, or any other legal protections. The organization particularly encourages military personnel to apply, highlighting its commitment to diversity and equal opportunity.
The Guest Services Representative role at Pilot Company is integral to maintaining the high standards for customer experience which the company prides itself on. This position is primarily responsible for handling all incoming communications through phone calls and emails in the Guest Services department. The representative acts as the first point of contact for guests, ensuring their inquiries and concerns are resolved promptly or escalated appropriately when necessary. A key responsibility also involves managing parking reservations and processing payments efficiently for a variety of services offered at Pilot Company’s Travel Centers.
This role demands comprehensive knowledge of company policies, procedures, and all services available at the Travel Centers to provide accurate and informative assistance to guests. Command over the company’s software aligned with guest and team member needs is critical to the effective performance of this position. The Guest Services Representative models company values by supporting both guests and team members with professionalism and compassion. Attention to compliance with rules, regulations, policies, and procedures is essential to maintain the integrity of all operations within the department.
Candidates for this role should possess strong guest service skills, the ability to manage difficult situations with a positive outlook, and demonstrate excellent communication abilities both verbal and written. Preferred candidates may have experience in retail operations or call center environments and intermediate Microsoft Office skills. Bilingual abilities in Spanish are an added advantage but not mandatory. This position offers an opportunity to work in a dynamic, ever-changing environment, where adaptability and a passion for contributing to outstanding customer experience are valued and nurtured.
Pilot Company is committed to providing a supportive work environment with comprehensive benefits, including nationwide medical, dental, and vision plans, 401(k) retirement plans, flexible spending accounts, employee fuel discounts, adoption assistance, tuition reimbursement, onsite gym and cafeteria, and weekly pay. This role is pivotal in continuing to deliver Pilot Company’s mission to fuel people and keep North America moving.
Founded in 1958 by Jim A. Haslam II and presently led by CEO Adam Wright, Pilot Company has maintained a strong foundation built on core values emphasizing people-first culture and community support. The company’s unwavering dedication to its founding principles ensures that every interaction — whether with guests, fellow team members, or trucking companies — fuels people and helps keep North America moving forward efficiently and safely. Pilot Company also maintains an inclusive hiring practice, considering all qualified applicants regardless of race, color, religion, sex, national origin, disability, veteran status, or any other legal protections. The organization particularly encourages military personnel to apply, highlighting its commitment to diversity and equal opportunity.
The Guest Services Representative role at Pilot Company is integral to maintaining the high standards for customer experience which the company prides itself on. This position is primarily responsible for handling all incoming communications through phone calls and emails in the Guest Services department. The representative acts as the first point of contact for guests, ensuring their inquiries and concerns are resolved promptly or escalated appropriately when necessary. A key responsibility also involves managing parking reservations and processing payments efficiently for a variety of services offered at Pilot Company’s Travel Centers.
This role demands comprehensive knowledge of company policies, procedures, and all services available at the Travel Centers to provide accurate and informative assistance to guests. Command over the company’s software aligned with guest and team member needs is critical to the effective performance of this position. The Guest Services Representative models company values by supporting both guests and team members with professionalism and compassion. Attention to compliance with rules, regulations, policies, and procedures is essential to maintain the integrity of all operations within the department.
Candidates for this role should possess strong guest service skills, the ability to manage difficult situations with a positive outlook, and demonstrate excellent communication abilities both verbal and written. Preferred candidates may have experience in retail operations or call center environments and intermediate Microsoft Office skills. Bilingual abilities in Spanish are an added advantage but not mandatory. This position offers an opportunity to work in a dynamic, ever-changing environment, where adaptability and a passion for contributing to outstanding customer experience are valued and nurtured.
Pilot Company is committed to providing a supportive work environment with comprehensive benefits, including nationwide medical, dental, and vision plans, 401(k) retirement plans, flexible spending accounts, employee fuel discounts, adoption assistance, tuition reimbursement, onsite gym and cafeteria, and weekly pay. This role is pivotal in continuing to deliver Pilot Company’s mission to fuel people and keep North America moving.
Job Requirements
- High school diploma or equivalent certification required
- Experience in retail operations or call center preferred
- Intermediate Microsoft Office skills
- 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
- Problem solving skills
- 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
Job Qualifications
- High school diploma or equivalent certification required
- Experience in retail operations or call center preferred
- Intermediate Microsoft Office skills
- Bi-lingual in Spanish preferred but not required
- 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
- Problem solving skills
- 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
Job Duties
- Respond to all incoming phone calls and emails received by the Guest Services department resulting in resolution or escalation
- Accept parking reservations and process payment for various services offered
- Maintain a working knowledge of all policies and procedures within the Guest Services department as well as others departments within the company
- Maintain knowledge of all services offered at company Travel Centers
- Maintain working knowledge of all company software aligned with guest or team member needs
- 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
Job Criteria
Experience
Entry Level (1-2 years)
Job Location
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