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, coordinating service support to ensure safe, timely, and efficient responses to service needs, and where water solutions are offered, applying advanced knowledge. Light office administration duties and assistance with special projects may also be required.

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.
• Demonstrate strong data entry skills and attention to detail.
• Work effectively 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.
• Perform light office administration duties and assist with special projects as assigned.

Qualifications

Knowledge, Skills and Abilities:

• Ability to provide excellent customer service and build rapport with customers.
• Solid 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.
• Maintain stability under pressure; 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.
• Work with respect and cooperation at all times with fellow employees and customers.

Experience/Education:

• High school diploma / GED 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 of time; stand, walk, bend, crouch, squat, and twist on occasion.
• Perform light lifting of supplies and materials from time to time.
• Communicate and exchange information verbally and in writing.
• Move about in an office environment.
• Work using repetitive motion.
• Specific vision abilities required: close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
• Work requires physical efforts associated with using computers and phones to access information.

Working Environment:

• 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 requiring excellent organizational, time, and stress management skills.
• Regularly exposed to sensory demands due to excessive computer use.
• Noise level in the work environment is usually moderate.
• Physical presence at the work site is required during regularly scheduled hours.

Benefits

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