Franchise Support Advisor

• Designs, Customer Experience: interact with customers in a professional and influential manner that exhibits a customer focus and process advisor. 

• Utilize patience and communication skill to get to the root cause issue and provide accurate resolution feedback. 

• Determine the appropriate approach to a diverse customer base that drives the recognition of delivering an exceptional customer experience. 

• Build, maintain and improve internal and external customer and relationships resulting in positive customer experiences that drives improved customer satisfaction. 

• Process: Manage the closed loop resolution process by monitoring and escalating Level 2 cases that are out of SLA compliance impacting owners and reputation in a professional and influential manner. 

• Develop an appropriate level of understanding of the oil & gas business, division order & lease revenue, the terminology used and how it translates into supporting L48 customers. Understand the differences among a large suite of process scenarios in supporting Royalty and Joint Venture inquiries. 

• Demonstrated ability to understand line item royalty payment data in SAP that includes property number, division of interest, purchase/sale dates, product codes, quantity, BTU factor, taxes, avg price/unit and decimal disbursement %. Additional SAP knowledge to resolve inquiries include account ledger, taxable interest, legal suspense balances and check void & re-issue screens. 

• Additional SAP knowledge to modify and update account master data records as well as financial & A/P records. 

• Develop a strong understanding of trusts/probate/deeds/1099/Letter of Regret documents and other related process elements as it relates to L48 and GBS service delivery. 

• Identify continuous improvement opportunities that result in operational efficiency and improved performance. 

• Performance: Manage cases in a time bound service level matrix with quality and accuracy. Monitor and inquire in progress cases to ensure closed loop resolution. Ensure clear and concise notes within the CRM application. 

• Use the CRM application to accurately capture time spent on case handling. Deliver customer interactions meeting quality standards. Understand the purpose and the ways of working to meet or exceed key performance indicators.  

• Risk Management: Ensure immediate and appropriate actions are taken to mitigate exposure to the client and its customers. 

• Identify and understand when to disable accounts payable functions and block financial payments where account status moves into suspense. 

• Ensure that data and routing accuracy of escalated level 2 cases to optimize efficiency and resolution time. 

• Ensure customer interactions are within the boundaries of process resolution and guidance of the role. Demonstrated ability to manage and protect sensitive and confidential customer data. 

• Technology: develop a strong understanding from a practitioner perspective of the customer and enterprise management tools including telephony, call quality monitoring, CRM, SAP, etc that results in GBS operational excellence. 

• High school diploma or GED

• Essential experience and job requirements: 

• 2 years of Customer Service / Customer Relationship experience 

• Customer interaction experience utilizing active listening and influencing skills along with deductive reasoning to understand and resolve issues 

• Experience working in a SLA and Quality focused environment 

• Systems experience: ERP (SAP PR4 or 5 or JDE) and CRM (Siebel or Clarify) 

• Proficient PC skills (MS Office, keyboarding, managing multiple systems simultaneously) 

• Excellent interpersonal and communication skills with different levels of management and internal and external customers and stakeholders 

• Demonstrated ability to multi-task timely and accurately; manage multiple competing priorities; work well under the demands of constant deadline 

• Oil and Gas Revenue and Joint Venture, Royalty Owner Relation, Division Order experience 

• General understanding of Finance & Accounting experience 

• Operational start-up experience

To know more about this position please contact;

Angela Galang

314-815-5410