Customer Service Representative - Fuel Industry

Haffner's • East Templeton, MA

7d • Onsite

About The Position

This position is accountable for providing Haffner’s customers with an outstanding, positive customer experience. The Customer Service Representative will provide outstanding, positive customer service via telephone, email, and lobby visits. They will answer initial and follow up calls from customers who have delivery, service, and technical support issues, with the ability to take full ownership of the issue from start to finish. This role involves developing new business opportunities with existing customers by promoting company products and services, maintaining required documentation, and inputting data/call documentation/notes into the company computer platform (i.e. Cargas) at the time of the interaction to keep each customer record updated. The ability to deal with the demand of a fast-paced and high-volume operation is essential, as is adhering to schedules and work time availability guidelines set forth by management. The role also supports the Finance Department by making accounts receivable calls and processing statements. Other related duties may be assigned at the discretion of management.

Requirements

• Absolute commitment to customer satisfaction, including timely issue resolution and proactive customer outreach.
• Concise, effective verbal and written communications skills, with strong conflict resolution abilities and the ability to empathize with customers.
• Ability to excel both individually and as part of a larger team.
• Capability to execute tactically by organizing multiple processes, and prioritizing duties, in a multitasking and rapidly changing work environment.
• Willingness to participate in mandatory training sessions that grow product knowledge and promote stronger customer satisfaction.
• Prior customer service experience, particularly in a high-volume environment, preferred.
• Proficient in MS Excel, Outlook, PowerPoint, and Word, as well as web-based applications.
• Minimum of 3 years of customer service experience, preferably in a call center environment.
• Minimum of 1 year experience in the Heating and Energy sector.

Nice To Haves

• For certain offices, availability to work varied shifts at peak times, including evenings and weekends.

Responsibilities

• Provide outstanding, positive customer service to Haffner’s customers via telephone, email, and lobby visits.
• Answer initial and follow up calls from customers who have delivery, service, and technical support issues, with the ability to take full ownership of the issue from start to finish.
• Responds to inquiries by utilizing approved scripting and established SOPs to research and clarify desired information. Provides follow up when escalation or alternative solutions are required.
• Develop new business opportunities with existing customers by promoting company products and services.
• Maintains required documentation for new and existing customers.
• Input data/call documentation/notes into the company computer platform (i.e. Cargas) at the time of the interaction to keep each customer record updated.
• Deal with the demand of fast paced and high-volume operation.
• Adheres to schedules and work time availability guidelines set forth by management.
• Supports Finance Department by making accounts receivable calls and processing statements.
• Performs other related duties, or duties that maximize the individual’s knowledge and contributions, at the discretion of the Customer Service Manager and Customer Service Site/Team Lead.

Benefits

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Haffner’s is committed to equal employment opportunity and providing reasonable accommodations to those with physical and/or mental disabilities.
• We value and encourage diversity and do not discriminate based on race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, change of sex or transgender status, or any other basis protected by federal, state, or local law.
• Haffner’s is committed to providing a safe work environment for all employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees