Customer Service & Office Manager

Broco Oil•Haverhill, MA

About The Position

The Customer Service & Office Manager leads the Customer Service department and oversees efficient day-to-day corporate office operations. The role connects front-line staff with Finance and executive leadership, supporting professional customer service, accurate financial processes, and an organized office environment. The manager supervises, trains, coaches, and develops Customer Service Representatives; collaborates with the HR Manager on recruitment, interviewing, and onboarding; handles complex customer escalations; partners with the General Manager on process improvements; and oversees the company office inbox. Office duties include facility oversight, vendor coordination, procurement, mail and deliveries, recordkeeping, executive administrative support, and assistance with company events and staff meetings. In collaboration with Finance, the role completes residential billing and provides backup for commercial billing. It monitors credit card transactions and declined payments, prepares and analyzes reports, maintains accurate customer accounts, informs customers about promotions and payment programs, and coordinates with Customer Service, Dispatch, and Service to support fuel deliveries and service calls.

Requirements

6–10 years of experience in office management or customer service leadership.
Bachelor's degree in Business Administration, Communications, or a related field.
Proven supervisory experience with an emphasis on mentorship and team building.
Ability to remain calm, professional, and solution-oriented in a fast-paced, high-pressure environment.
Expert-level proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
Ability to work extended hours as necessary, particularly during peak winter demand seasons.

Nice To Haves

Experience in the energy or fuel industry.
Direct experience with Blue Cow and Ignite software.
Bilingual proficiency in English and Spanish.
Prior experience working for a heating oil or propane delivery company.

Responsibilities

Provide day-to-day supervision and leadership for the Customer Service department and Customer Service Representatives.
Manage training, coaching, and professional development for Customer Service Representatives.
Collaborate with the HR Manager to recruit, interview, and onboard department employees.
Resolve escalated customer issues professionally and courteously.
Partner with the General Manager to identify operational deficiencies and implement workflow improvements.
Oversee the [email protected] inbox and route inquiries to appropriate departments or individuals.
Maintain an organized, professional, and functional office; coordinate cleaning services and building maintenance as needed.
Serve as the primary liaison for office-related vendors, including IT support, utility providers, office equipment technicians, and stationery suppliers.
Manage inventory and ordering of office supplies, kitchen essentials, and branded materials within the departmental budget.
Oversee incoming and outgoing mail, deliveries, and courier services.
Maintain physical and digital filing systems in compliance with company data privacy standards.
Provide administrative assistance to the Executive team and help coordinate company events and staff meetings.
Complete residential billing functions in collaboration with Finance and provide backup support for commercial billing when necessary.
Monitor credit card transactions, ensure payments are processed, and follow up proactively on declined payments.
Prepare and analyze reports on account usage, receivables, and team performance metrics.
Onboard new customers and maintain accurate, up-to-date customer accounts.
Ensure customers are informed about special promotions, Pre-Buy options, and Budget Programs.
Coordinate communication among Customer Service, Dispatch, and Service to support fuel deliveries and service calls.