Customer Service Representative

Position Summary

The Customer Service Representative (CSR) serves as a primary point of contact for customers and is responsible for providing professional, responsive, and knowledgeable service. This position handles customer inquiries, processes orders, schedules deliveries and service appointments, resolves customer concerns, and communicates with internal departments to ensure customers receive timely and accurate service.

The ideal candidate is organized, dependable, detail-oriented, and able to remain calm and professional in a fast-paced environment. The CSR must be comfortable handling multiple priorities while maintaining a positive customer experience.

Essential Duties and Responsibilities

• Answer incoming customer calls, emails, and other inquiries in a professional and courteous manner.
• Assist customers with questions regarding deliveries, services, accounts, billing, pricing, and general company policies.
• Schedule and coordinate fuel deliveries, service calls, and other customer appointments.
• Enter customer orders and information accurately into the company's computer systems.
• Monitor customer accounts and assist with account updates, payment questions, and other account-related needs.
• Communicate with Dispatch, Drivers, Service Technicians, Sales, Accounting, and other departments to coordinate customer needs.
• Respond promptly to customer concerns and work toward appropriate resolutions.
• Escalate complex or unresolved customer issues to the appropriate manager or department.
• Provide customers with accurate information regarding delivery schedules and anticipated service timelines.
• Maintain accurate customer records, notes, and documentation.
• Assist with emergency and after-hours customer calls according to company procedures.
• Follow established procedures when handling propane or fuel-related concerns and promptly escalate safety-related situations.
• Maintain confidentiality of customer and company information.
• Process paperwork and complete administrative tasks associated with customer accounts and service activities.
• Assist with collections or past-due account inquiries when appropriate.
• Support other customer service and administrative functions as assigned.

Customer Service Expectations

• Treat customers, coworkers, vendors, and visitors with professionalism and respect.
• Listen carefully to customer concerns and communicate clearly and effectively.
• Demonstrate patience and professionalism when dealing with upset or frustrated customers.
• Take ownership of customer issues and follow through until they are resolved or appropriately escalated.
• Maintain a positive and helpful attitude, even during periods of high call volume or operational challenges.

Qualifications

Required:

• High school diploma or equivalent.
• Previous customer service, office, call center, dispatch, or related experience preferred.
• Strong verbal and written communication skills.
• Basic computer skills and the ability to learn company-specific software and systems.
• Strong attention to detail and accuracy.
• Ability to multitask and prioritize work in a fast-paced environment.
• Ability to work effectively both independently and as part of a team.
• Professional telephone etiquette and customer service skills.

Preferred:

• Experience in the fuel, propane, HVAC, utility, transportation, or service industry.
• Experience with dispatching, scheduling, or routing.
• Experience working with customer account or billing systems.

Physical Requirements

• Ability to sit and work at a computer for extended periods.
• Ability to regularly use a telephone, computer, keyboard, and other standard office equipment.
• Ability to occasionally move or lift office materials and supplies.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Work Environment

This position generally works in an office environment with regular use of computers, telephones, and other office equipment. The position may involve periods of high call volume, competing priorities, and interaction with customers who may be upset or experiencing service-related issues.

Disclaimer

This job description is intended to describe the general nature and level of work performed by employees in this position. It is not intended to be an exhaustive list of all duties, responsibilities, qualifications, or physical requirements. Management reserves the right to modify duties and responsibilities as business needs change.

Pay: From $17.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Work Location: In person