Customer Service & Office Manager

Broco Oil•Haverhill, MA

15h

About The Position

The Customer Service & Office Manager is a dual-purpose role responsible for leading the customer service team and ensuring the efficient day-to-day operations of the corporate office. This individual serves as a bridge between the front-line staff, the finance department, and executive leadership, ensuring high standards of professionalism, financial accuracy, and facility organization. I. Management & Leadership Team Supervision: Provides day-to-day supervision and leadership for the Customer Service department and all Customer Service Representatives (CSRs). Professional Development: Manages the training, coaching, and professional growth of CSRs to ensure a high-performing team. Talent Acquisition: Collaborates with the HR Manager to recruit, interview, and onboard qualified talent for the department. Escalation Management: Acts as the primary point of contact for complex customer issues, resolving escalated calls in a professional and courteous manner. Process Improvement: Partners with the General Manager to identify operational deficiencies and implement workflow improvements. Inbox Management: Oversees the [email protected] inbox, ensuring all inquiries are triaged and directed to the appropriate departments or individuals. II. Office Operations (Office Manager Duties) Facility Oversight: Ensures the office environment is organized, professional, and functional; coordinates with cleaning services and building maintenance as needed. Vendor Management: Serves as the primary liaison for office-related vendors (e.g., IT support, utility providers, office equipment technicians, and stationery suppliers). Procurement: Manages the inventory and ordering of office supplies, kitchen essentials, and branded materials while staying within the departmental budget. Mail & Logistics: Oversees incoming and outgoing mail, deliveries, and courier services. Recordkeeping: Maintains and organizes physical and digital filing systems, ensuring compliance with company data privacy standards. Administrative Support: Provides high-level administrative assistance to the Executive team as needed and assists in the coordination of company events or staff meetings. III. Financial & Customer Logistics Billing Oversight: In collaboration with the Finance department, completes all residential billing functions and provides backup support for commercial billing when necessary. Accounts Receivable: Monitors credit card transactions; ensures all payments are processed and proactively follows up with account holders regarding declined payments. Reporting: Prepares and analyzes regular reports regarding account usage, receivables, and team performance metrics. Onboarding & Maintenance: Exercises precise attention to detail when onboarding new customers and ensures all existing customer accounts are kept accurate and up to date. Sales Support: Ensures customers are fully informed regarding special promotions, "Pre-Buy" options, and Budget Programs. Inter-Departmental Liaison: Maintains fluid communication between Customer Service, Dispatch, and the Service department to ensure seamless fuel deliveries and service calls.

Requirements

6–10 years of experience in office management or customer service leadership. (Experience in the energy/fuel industry is highly preferred).
Bachelor's Degree in Business Administration, Communications, or a related field.
Proven track record in a supervisory role with a strong 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 (Word, Excel, Outlook).
Ability to work extended hours as necessary, particularly during peak winter demand seasons.

Nice To Haves

Direct experience with Blue Cow and Ignite software.
Bilingual in English and Spanish.
Prior experience working specifically for a heating oil or propane delivery company.

Responsibilities

Provides day-to-day supervision and leadership for the Customer Service department and all Customer Service Representatives (CSRs).
Manages the training, coaching, and professional growth of CSRs to ensure a high-performing team.
Collaborates with the HR Manager to recruit, interview, and onboard qualified talent for the department.
Acts as the primary point of contact for complex customer issues, resolving escalated calls in a professional and courteous manner.
Partners with the General Manager to identify operational deficiencies and implement workflow improvements.
Oversees the [email protected] inbox, ensuring all inquiries are triaged and directed to the appropriate departments or individuals.
Ensures the office environment is organized, professional, and functional; coordinates with cleaning services and building maintenance as needed.
Serves as the primary liaison for office-related vendors (e.g., IT support, utility providers, office equipment technicians, and stationery suppliers).
Manages the inventory and ordering of office supplies, kitchen essentials, and branded materials while staying within the departmental budget.
Oversees incoming and outgoing mail, deliveries, and courier services.
Maintains and organizes physical and digital filing systems, ensuring compliance with company data privacy standards.
Provides high-level administrative assistance to the Executive team as needed and assists in the coordination of company events or staff meetings.
In collaboration with the Finance department, completes all residential billing functions and provides backup support for commercial billing when necessary.
Monitors credit card transactions; ensures all payments are processed and proactively follows up with account holders regarding declined payments.
Prepares and analyzes regular reports regarding account usage, receivables, and team performance metrics.
Exercises precise attention to detail when onboarding new customers and ensures all existing customer accounts are kept accurate and up to date.
Ensures customers are fully informed regarding special promotions, "Pre-Buy" options, and Budget Programs.
Maintains fluid communication between Customer Service, Dispatch, and the Service department to ensure seamless fuel deliveries and service calls.