Customer Care Representative

DCC Propane, LLC · North Franklin, CT · 1 wk ago

OTHRFull-time

About the role

The primary purpose of this position is to provide exemplary customer service to customers. You will help customers by providing product and service information in a confident, friendly, and articulate manner. Duties may include upselling, inside sales responsibilities, and acting as the primary liaison between the customer and service team. You will provide service support and coordinate activities to ensure safe, timely, and efficient response to customers' service needs, particularly where water solutions are offered. There may be some light office administration responsibilities and assisting with special projects as assigned.

Responsibilities

Provide exceptional customer service through phone and personal contact.
Resolve or escalate customer inquiries and/or complaints as needed.
Process counter transactions and document and update customer records based on interactions.
Process payments and maintain customer accounts.
Assist with light collections or handle billing inquiries as assigned.
Provide resolution to gas and/or water service needs of customers.
Determine that service requests are within the scope of work performed by the Company.
Maintain and manage parts inventory.
Ensure all paperwork is complete and accurately submitted in a timely manner.
Maintain professionalism, integrity, security, image, and confidentiality of information and records.
Attend all safety meetings, training, and/or in-services.
Regular attendance at the worksite is required.

Requirements

High school diploma or GED is required.
Minimum of 3 years of experience in an office environment preferred.
Customer service or inside sales experience preferred.
Local travel only.

Skills

Ability to provide excellent customer service and build rapport with customers.
Strong organizational and communication skills.
Good phone skills and computer literacy (MS Office).
Ability to work independently and effectively manage time.
Dependable with a stable work history.
Ability to follow verbal and written directions.
Ability to maintain stability under pressure and be flexible and willing to modify plans and behavior when necessary.
Effectively collaborate with leadership and employees to establish goals and standards.
Strong commitment to customer service and safety.
Ability to be a positive representative of the Company both internally and externally.
Ability to work with respect and cooperation at all times with fellow employees and customers.
Strong data entry skills and attention to detail.
Ability to work well in a fast-paced environment.

Physical Requirements

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to sit for extended periods of time, stand, walk, bend, crouch, squat, and twist on occasion.
Perform light lifting of supplies and materials from time to time.
Communicate with and exchange information verbally and in writing.
Move about in an office environment.
Work using repetitive motion.
Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
Work requires physical efforts associated with using the computer and phones to access information.

Working Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly in an office environment.
Regularly interrupted to meet the needs and requests of fellow employees and/or customers.
Regularly required to manage a number of tasks at one time.
Regularly experience a busy environment that will require excellent organizational and time and stress management skills.
Regularly exposed to sensory demands due to excessive computer use.
The noise level in the work environment is usually moderate.
Physical presence at the work site during regularly scheduled hours is required.

About the Company

DCC Propane, LLC, a division of DCC plc, has served communities for over 70 years providing propane for residential, agricultural, commercial, and industrial uses, and water conditioning services since 1962. We are continuing to grow and are currently represented by a team of over 900 dedicated and passionate professionals who live and work in 29 states operating under a number of strong regional brands. The business has succeeded in maintaining a strong family-feel with an unwavering commitment to world-class safety standards and customer service.

Benefits

Medical, Vision, and Dental plans for you and your family.
Supplemental insurance programs.
401(k) retirement plan with company match.
Paid Time Off plus holidays.