Member Support Representative (incoming line)

Who We Are

PAR Retail, with its Open Commerce® product suite and patent pending Wallet Steering® System, empowers Convenience & Fuel Retailers to gain more share of wallet and customer lifetime value than possible with any other solution provider. Stuzo’s unified Open Commerce product suite consists of: Activate for Intelligent 1:1 Loyalty, Transact for Contactless Commerce, and Experience for Cross-Channel Customer Experiences. Stuzo’s solutions are supported by a set of subscription-based program management services and are contractually backed by its 1.5X Performance Guarantee.  

Position Summary: 

The Member Support Representative serves as the frontline support contact for members participating in loyalty programs powered by our platform. This role requires confident communication, empathetic problem-solving, and the ability to assist members via phone, email, and chat. You'll help resolve issues related to app functionality, loyalty program questions, account verification, and rewards redemptions, including processing balance adjustments when appropriate. 

Success Traits: 

• Confidence & Empathy: Projects assurance while staying patient and solution oriented. 

• Adaptability: Thrives in changing environments with varying support topics and priorities. 

• Ownership: Takes responsibility for delivering a great experience with minimal supervision. 

• Clarity: Communicates precisely, keeping the member informed throughout. 

   

 Schedule: 

• Minimum of 32 hours per week (Monday-Sunday), with scheduling based on business needs. 

• Availability during holidays is required. 

• Covering business hours between 6am – 6pm ET (we have different shifts).

   

  We offer:

• Long-term employment;

• Competitive compensation with regular performance based salary and career development reviews;

• Flexible working hours;

• Unique and friendly environment where everyone can explore and learn new technologies.

• Prior experience in a customer-facing role (call center, email, or chat support preferred). 

• Proficiency in spoken and written English is required to ensure clear and effective communication with members. 

• Strong written and verbal communication skills. Able to explain technical and program-related concepts clearly to a non-tech-savvy audience. 

• Comfortable handling difficult conversations and turning negative experiences into positive outcomes. 

• High attention to detail and a knack for identifying patterns in support issues. 

• Familiarity with CRM systems (FreshDesk, Zendesk, Salesforce, etc.), mobile apps, loyalty programs, or digital customer experiences is a plus. 

• A team-first attitude with the ability to multitask in a fast-paced, member-focused environment. 

• Confidently communicate with members across channels (phone, email, chat), providing timely and professional responses. 

• Troubleshoot and resolve questions related to loyalty accounts, mobile app access, account linking, and program participation. 

• Process loyalty balance adjustments within established guidelines, ensuring member satisfaction while balancing business needs. 

• Educate members on program benefits, app features, and how to get the most out of their loyalty experience. 

• Follow internal workflows to escalate complex issues to retailer support or platform teams as needed. 

• Maintain accurate and complete documentation of all member interactions in the ticketing system. 

• Uphold service-level agreements for first response time and resolution, adapting tone and messaging to fit the situation. 

• Support high-volume periods and marketing campaigns with poise and efficiency.