Customer Service Representative - Fuel Industry

Haffner's•East Templeton, MA

3h•$20 - $24•Onsite

About The Position

This position is accountable for providing Haffner’s customers with an outstanding, positive customer experience. The role involves handling customer inquiries via telephone, email, and in-person, resolving issues related to delivery, service, and technical support, and developing new business opportunities by promoting company products and services. The representative will maintain customer documentation, input data into the company computer platform, and support the Finance Department with accounts receivable calls and statement processing. The ability to manage a fast-paced, high-volume operation and adhere to schedules is essential.

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.
Respond to inquiries by utilizing approved scripting and established SOPs to research and clarify desired information. Provide follow up when escalation or alternative solutions are required.
Develop new business opportunities with existing customers by promoting company products and services.
Maintain 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.
Adhere to schedules and work time availability guidelines set forth by management.
Support Finance Department by making accounts receivable calls and processing statements.
Perform 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.