Customer Service Representative

Heritage Cooperative is always looking for friendly, outgoing, customer-service driven employees. Our people are our greatest asset, and we are constantly thinking outside of the box for new ways to make working at Heritage Cooperative attractive to our current and prospective employees. If you see yourself as a future Customer Service Associate with Heritage Cooperative, apply TODAY at www.heritagecooperative.com/Careers!

QUALIFICATIONS

REQUIRED QUALIFICATIONS

High school diploma or equivalent.

Customer service, call center, office, or related experience preferred.

Strong verbal and written communication skills.

Strong attention to detail and data-entry accuracy.

Proficiency with computers and the ability to learn new software systems.

Ability to handle multiple priorities in a fast-paced environment.

Ability to remain professional when handling difficult customer situations.

Ability to maintain confidentiality of customer and payment information.

PREFERRED QUALIFICATIONS

Experience in the energy, propane, fuel, utility, or related industry.

Experience with CRM systems or similar customer/order management software.

Call center or high-volume telephone customer service experience.

Experience with customer retention or complaint resolution.

ESSENTIAL JOB FUNCTIONS

• Serve as a positive representation of Heritage Cooperative’s Core Values Provide Superior Customer Service
• Highest Standards of Integrity and Trust
• Continuous Improvement
• Being a Good Partner

Answer inbound calls and assist customers with orders, pricing, products, and services.

Accurately enter and update customer and order information in the CRM system, including contact information, addresses, and delivery instructions.

Process customer payment information in accordance with company procedures and confidentiality requirements.

Respond to customer voicemails and emails within established timeframes.

Contact customers regarding order status, delivery information, and other account matters.

Resolve customer concerns professionally and escalate issues to management when appropriate.

Document and report customer complaints, feedback, and indications of dissatisfaction.

Provide information on applicable promotions and products.

Attempt to retain customers requesting cancellation and escalate to management when necessary.

Maintain a professional, courteous, and customer-focused approach in all interactions.

Follow company policies, procedures, and customer service standards.

Perform other duties as assigned.

Abide by all safety regulations to ensure safety of oneself, coworkers and customers

Develop new business opportunities through prospecting, networking, and referrals

Other duties as assigned

PHYSICAL DEMANDS

Ability to sit and work at a computer for extended periods.

Frequent use of computers, telephones, and standard office equipment.

Ability to communicate effectively by telephone and in person.

Ability to occasionally stand, walk, reach, bend, and lift or carry light materials.

ENVIRONMENTAL FACTORS

Primarily performed in an office/call-center environment.

Frequent telephone and computer use.

Regular interaction with customers, coworkers, and management.

May experience periods of high call volume and increased workload.

May occasionally enter operational areas and must follow applicable safety requirements.

WHY HERITAGE?

Medical, Dental, and Vision Insurance

Company Paid Life and AD&D Insurance

Company Paid Short-Term and Long-Term Disability

Paid Holidays, Sick, and Vacation Time

401k with Company Match after 6 months

Farm Bureau Membership

Profit Sharing

Questions? Contact [email protected]

DISCLAIMER

The job description is not intended to cover or describe all tasks, duties and responsibilities the employee may be required to be asked to perform. Heritage Cooperative retains the right to change or add new tasks, duties and responsibilities at any time, with or without notice to the employee.

WORK AUTHORIZATION

Evidence of work authorization upon employment is required in compliance with the Immigration Reform and Control Act of 1986. Completion of USCIS form I-9 will be required in order to verify employment eligibility within 3 business days of the first day of employment.

AAP/EEO STATEMENT

Heritage Cooperative provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Heritage Cooperative complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Heritage Cooperative expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Heritage Cooperative’s employees to perform their job duties may result in discipline up to and including termination. #INDSP