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Customer Support Specialist (Member Support)


This is a Full-time position in Dallas, TX posted June 22, 2021.


PDI Marketing Cloud Solutions is looking for a Customer Service Specialist internally titled Member Support Specialist to join our Fuel Rewards Member Support team in Addison, TX.

With nearly 20 million members, the Fuel Rewards® program is owned and operated by PDI and is one of the most successful cents-per-gallon rewards programs in the nation.

When Fuel Rewards members shop, dine, book travel, and make other day-to-day purchases, they earn cents-per-gallon rewards known as Fuel Rewards savings.

The savings earned between fill-ups are combined to drive down the price of fuel at the pump.

Job Summary

The Member Support Specialist will be primarily responsible for providing Level 2 support to our members and will be handling escalated cases sent from our call center.

The mission of Member Support Specialist is to help members to resolve their questions and complaints with the highest level of courtesy, urgency, and efficiency.

The person in this role will be utilizing their deep knowledge of our clients’ loyalty programs and collaborating with many teams internally.

The perfect candidate will be able to demonstrate excellent problem solving, analytical and communication skills, as well as have a passion for learning new information daily.

Monitor email queue and handle Level 2 member inquiries and questions that were escalated from our call center Take incoming calls from members and assist with their questions Maintain a high level of professionalism with members and work to establish a positive rapport with every person Follow up on member inquiries by taking specific actions in a timely manner Impact the company’s bottom line by problem-solving and turning frustrated customers into long term members Work on special short-term projects to offer customized support for new programs Collaborate with the Account Management teams to develop more efficient methods for handling issues Work with the Management Team to stay updated on product and program knowledge, and be informed of any changes in company policies Work with confidential customer information and demonstrate the highest levels of integrity Maintain a record of all calls/emails and their outcomes in Salesforce during and after handling each case Thrive as a team player in a fast-paced, high-energy, change-oriented environment Create cases, assess and pull necessary research materials to assist with issue resolution (i.e.

pulling log files, transaction history) Track and report to the management on systemic issues and provide insight on trends Participate in additional training courses when needed Other duties as assigned
Knowledge, Skills & Abilities
0-2 years of experience in a helpdesk/call center environment preferred; any customer service is a plus High school diploma/GED required (College degree preferred) Excellent written and verbal communication skills are a must The highest sense of integrity and discretion required Ability to remain professional and courteous with customers at all times Ability to build relationships and strong alliances across the organization Willingness to learn every day, do it fast, and use knowledge appropriately Ability to work independently and in a team environment The individual should have basic technical literacy and possess analytical thinking skills Typical work hours are Monday
– Friday 8 am
– 5 pm with an opportunity for overtime Proficiency with MS Office and good typing skills (min.

40 wpm) Solid organization and work prioritization skills A person needs to be able to produce great results and be productive without being micromanaged
PDI’s employee-oriented culture provides a supportive and dynamic work environment for high achievers.

PDI seeks individuals who value continuous learning, hold high ethical standards, and are top performers in their respective fields.

We offer competitive wages, professional development, superb culture, and a highly competitive benefits package.

For more information about PDI, please visit our website at

PDI is an Equal Opportunity Employer.

We verify employment eligibility for all new hires using E-Verify.


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