Customer Care Representative

About the role

The primary purpose of this position is to provide exemplary customer service to customers by helping them with product and service information in a confident, friendly, and articulate manner. The role includes upselling and other inside sales responsibilities as assigned, serving as the primary liaison between customers and the service team, and providing service support to ensure safe, timely, and efficient responses to customer needs. Where water solutions are offered, advanced knowledge is required. The position may also involve light office administration duties 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.
• Document and update customer records based upon interactions.
• Process payments and maintain customer accounts.
• Assist with light collections or handle billing inquiries as assigned.
• Maintain strong data entry skills and attention to detail.
• Work well in a fast‑paced environment.
• 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.
• Take responsibility for all aspects of daily tasks and actions.
• Maintain professionalism, integrity, security, image, and confidentiality of information and records as required.
• Attend all safety meetings, training, and/or in‑services.
• Maintain regular attendance at the worksite.

Qualifications

• Ability to provide excellent customer service and build rapport with customers.
• Exercise solid organizational and communication skills.
• Good phone skills and computer literacy (MS Office).
• Ability to work independently and effectively manage time.
• Must be 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.
• Demonstrate a 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.
• High school diploma / GED is required.
• Minimum of 3 years of experience in an office environment preferred.
• Customer service or inside sales experience preferred.
• Travel: Local travel only.
• Physical requirements: sit for extended periods, stand, walk, bend, crouch, squat, and twist on occasion; perform light lifting of supplies and materials; communicate verbally and in writing; move about in an office environment; work using repetitive motion; specific vision abilities required (close, distance, peripheral vision, depth perception, ability to adjust focus); work requires physical efforts associated with using computers and phones.
• Working environment: regularly in an office environment; regularly interrupted to meet the needs of fellow employees and/or customers; regularly required to manage multiple tasks; regularly experience a busy environment requiring excellent organizational, time, and stress management skills; regularly exposed to sensory demands due to excessive computer use; noise level usually moderate; position must be performed at the work site during regularly scheduled hours; physical presence at the work site is required.

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.