Representative, Guest Services

Knoxville, TN, USA|

Job Overview

Benefits

nation-wide medical plan

Dental

Vision

401(k)

flexible spending accounts

Employee Fuel Discount

Adoption assistance

Tuition Reimbursement

Onsite gym

cafeteria

weekly pay

Job Description

Pilot Company is a prominent and industry-leading network of travel centers operating throughout the United States and six Canadian provinces. Founded in 1958 by Jim A. Haslam II and currently led by CEO Adam Wright, Pilot Company has built its reputation on a people-first culture that emphasizes commitment to excellence, innovation, and community support. With over 30,000 team members and more than 750 retail and fueling locations across 44 states, the company provides a comprehensive range of services designed to support travelers and commercial drivers. Pilot Company serves as a top supplier of fuel, operating one of the largest tanker fleets in the nation, and plays a critical role in providing essential logistics and fuel services to oil operations in some of the nation's busiest basins. The company’s operational expertise extends into supply chain management, retail operations, technology and digital innovation, construction, maintenance, human resources, finance, sales, and marketing, making it a multi-faceted leader within the energy and logistics sector.

The role being offered is within the Guest Services department and focuses on delivering an exceptional customer experience by responding to incoming calls and emails at the company’s call center. The primary purpose of this role is to efficiently and effectively handle guest inquiries, provide accurate information, and resolve issues or escalate them appropriately to ensure that every interaction results in a superior guest experience. Candidates for this position will be expected to handle parking reservations and payment processing for various services offered by the company’s travel centers, maintain updated knowledge of company policies, procedures, and services, and utilize company-specific software to assist guests and team members. This role demands a customer-centric approach, with continuous modeling of behaviors that support the company’s common purpose — fueling people and keeping North America moving. Employees in this role will be responsible for complying with company rules, regulations, policies, and procedures, making it a critical position for upholding Pilot Company’s standards of excellence and professionalism. This position provides an excellent opportunity to join a well-established organization that values diversity, inclusion, and professional growth, with various benefits and a supportive work environment geared toward fostering team member success.

Job Requirements

High school diploma or equivalent certification required
Experience in retail operations or call center preferred
Intermediate Microsoft Office skills
Bi-lingual in Spanish preferred
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
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