Role Description This position offers a base hourly range of $19.46 - $32.41 per hour, depending on experience and qualifications, plus bonus based on company performance. Provide excellent customer service while serving as a first line de-escalation point to protect brand reputation, as well as troubleshoot technical app and other program issues. Responsibilities - Address a range of customer service situations through various touchpoints and provide first line support for crisis-level situations to protect the brand. - Possess basic knowledge of customer facing promotions and programs to provide first level technical support for customer technology issues (e.g., mobile app, online ordering, SheetzGo, subscriptions, loyalty program, etc.). - Troubleshooting complex concerns pertaining to payment systems (e.g., Sheetz Visa, Fleet credit cards, FISCAL) and payments/transactions at store level (e.g., failed transactions, preauthorization and crypto payments). - Work within ticketing system to document customer inquiries efficiently and accurately. - Route inquiries to specific corporate departments as needed. - Identify and escalate crisis situations to level 2 rep or supervisor as needed. - Ability to keep consumer information and classified proprietary information confidential. - Effectively navigate various software and computer systems necessary to the position. Qualifications - High School/GED required - Minimum 2 years customer service experience required - Minimum 2 years Help Desk/Call Center Experience preferred - General Office Equipment Benefits - Quarterly employee bonuses based on company performance - Competitive salaries - PTO and parental leave - 401k match and employee stock ownership - Limitless professional development and growth opportunities - Tuition reimbursement - Full medical, vision and dental coverage - Snack discounts Accommodations Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.

• Provide timely and accurate assistance to customers via live chat. • Resolve customer inquiries and issues with professionalism and empathy. • Maintain high standards of customer satisfaction and contribute to continuous service improvement. • Respond promptly to customer chat inquiries, addressing questions and concerns clearly and effectively. • Troubleshoot and resolve basic technical issues or escalate complex cases to the appropriate teams. • Document customer interactions accurately in the support system. • Collaborate with cross-functional teams to provide timely solutions and share customer feedback. • Maintain up-to-date knowledge of Invicta Software products and services. • Adhere to company policies and quality standards to ensure consistent service delivery.

• Manage the daily workload of customer support agents, ensuring timely case handling and proper case management practices. • Conduct weekly 1:1 meetings with direct reports and provide performance-based coaching and feedback. • Support onboarding and training of new team members. • Partner with Team Leads and management to coordinate meetings, workflows, and team initiatives. • Ensure consistent use of support tools and resources, including macros, knowledge articles, AI tools, and conversation tracking processes. • Monitor staffing, scheduling, and team coverage needs. • Act as a subject matter expert (SME) for product updates, workflows, and procedural changes. • Identify opportunities for workflow improvements, automation, and process simplification. • Ensure company policies and procedures are consistently followed. • Maintain and support accurate internal documentation and training resources.

• Responsible for responding to customer inquiries • Performs research as needed to resolve inquiries • Reviews and adjudicates claims and/or non-medical appeals • Determines whether to return, deny or pay claims following organizational policies and procedures • Ensure effective customer relations by responding accurately, timely, and courteously to inquiries • Handles situations which may require adaptation of response or extensive research • Identifies incorrectly processed claims and processes adjustments and reprocessing actions according to department guidelines • Ensure claims are processing according to established quality and production standards • Identifies complaints and inquiries of a complex level that cannot be resolved following desk procedures and guidelines