Customer Support Consultant

Cargas Systems • Lancaster, PA

22h

About The Position

Cargas is hiring a Customer Support Consultant on our Cargas Energy team to respond to inbound customer inquiries via chat, email, phone, and support tickets. This is a customer-facing software support role focused on communication, problem-solving, and learning our products and systems. Work Schedule & Flexibility This role typically works between the hours of 10:00 AM 7:00 PM ET to best support our Cargas Energy customers. Cargas offers a flexible work environment that supports work-life balance while ensuring strong coverage for our customers.

Requirements

• Associates degree or equivalent
• 1 year of experience in a business setting
• Ability to learn Cargas products, remote support software, and ticketing systems
• Strong listening, communication, and conflict resolution skills
• Effective time management skills
• Ability to work independently and collaboratively

Nice To Haves

• Bachelor's degree
• Software support experience
• Experience with ticketing systems such as Zendesk or Jira
• Experience in the Energy field (Gas, Propane, Fuel Oil, or Service/Delivery)

Responsibilities

• Respond to customer inquiries with thoughtful problem-solving and clear communication.
• Follow established ticket escalation processes, documenting steps taken and relevant details.
• Use the KCS (Knowledge-Centered Service) methodology with each customer interaction to improve individual KCS engagement rates.
• Provide training and guidance to customers on new features and functionality, including phone support for more involved issues.
• Assist the Cargas Energy and Support teams in ways that reflect our collaboration and teamwork values; participate in team chats, meetings, and other shared activities.
• Work collaboratively, proactively, and effectively with customers to meet expectations for identifying and resolving issues related to the Cargas Energy product or related services.

Benefits

• Employees share in our success through employee ownership, profit sharing, and bonus programs
• Competitive total rewards package that includes comprehensive benefits and cost-saving programs focused on mental, physical, financial, and social well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree