Customer Service Representative - Fuel Industry

Haffner's•Exeter, NH

1d•Hybrid

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 to Haffner’s customers 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 responding to inquiries by utilizing approved scripting and established SOPs to research and clarify desired information, and providing follow up when escalation or alternative solutions are required. The representative will also develop new business opportunities with existing customers by promoting company products and services, and maintain required documentation for new and existing customers. Data/call documentation/notes must be input 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 fast paced and high-volume operation is essential. The role requires adherence to schedules and work time availability guidelines set forth by management. The representative will support the Finance Department by making accounts receivable calls and processing statements. Other related duties, or duties that maximize the individual’s knowledge and contributions, may be assigned at the discretion of the Customer Service Manager and Customer Service Site/Team Lead.

Requirements

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.
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.
Proficient in MS Excel, Outlook, PowerPoint, and Word, as well as web-based applications.

Nice To Haves

Prior customer service experience, particularly in a high-volume environment, preferred.
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.