Customer Care Representative
Pinnacle Propane provides propane fuel and related equipment to residential, commercial, and wholesale customers, including the sale and lease of propane storage tanks. We are a trusted partner for propane solutions and offer great benefits, including medical, vision, dental insurances, life insurance, community volunteering days, paid time off, and a retirement savings plan.
About the role
The Customer Care Representative (CCR) handles all day-to-day front-office activities, working closely with the Customer Care Supervisor (CCS) to ensure satisfactory service to customers. This role also ensures the efficiency and effectiveness of administrative activities in the front office. Additional responsibilities may include assisting with propane bottle refilling as needed.
Responsibilities
- Answering calls and handling customer queries
- Adhere to assigned schedule and perform all assigned tasks
- Provide first-level support for customer complaints or issues
- Research and resolve customer inquiries
- Discuss results of daily, weekly, and monthly performance with direct supervisor
- Accountable for satisfactory daily call answer rate and first call resolutions
Qualifications
- High school diploma or equivalent required
- Effective communication skills and ability to interact with all employees and customers
- Ability to resolve customer inquiries while maintaining a professional and calm demeanor
- Ability to remain organized and focused on attention to detail in a fast-paced environment
- Proficient in Microsoft Office Suite or related software
- Fluent proficiency in English, with Spanish an advantage
Competencies
- Communication: must be able to effectively communicate with teammates, managers, and customers
- Interpersonal Skills: demonstrates the ability to understand relationship-orientated aspects of social effectiveness and operate successfully in a variety of social exchanges
- Teamwork: possesses the ability to work together toward a common vision
Performance Measurements
- Independently performs tasks of a routine nature
- Consistently delivers quality work during allotted timeframes
- Understands and ensures compliance with company policies and procedures
Physical Demands
- Employee is regularly required to talk or hear
- Employee frequently is required to stand, walk, use hands to finger, handle or feel and reach
- Employee is occasionally required to lift office products and supplies, up to 20 pounds