Customer Care Representative

About the role

Pinnacle Propane provides propane fuel and related equipment to residential, commercial, and wholesale customers, including the sale and lease of propane storage tanks. The Customer Care Representative (CCR) handles all day-to-day front-office activities, working closely with the Customer Care Supervisor to ensure satisfactory service. In addition to core customer care responsibilities, CCRs may assist with propane bottle refilling as needed. The company provides all necessary training and ensures proper licensing for this task. Candidates should be comfortable following safety protocols and handling propane equipment in compliance with regulatory standards.

Responsibilities

• Answer calls and handle 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 daily, weekly, and monthly performance results with direct supervisor
• Ensure satisfactory daily call answer rate and first-call resolutions

Competencies

• Communication: Effectively communicate with teammates, managers, and customers
• Interpersonal Skills: Demonstrate the ability to understand relationship-oriented aspects of social effectiveness and operate successfully in social exchanges
• Teamwork: Work together toward a common vision
• Performance Measurements:
  • Independently perform tasks of a routine nature
  • Consistently deliver quality work during allotted timeframes
  • Demonstrate appropriate organizational skills
  • Understand and ensure compliance with company policies and procedures

Requirements

• 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 English proficiency, verbal and written (knowledge of Spanish is an advantage)

Physical Demands

• Regularly required to talk or hear
• Frequently required to stand, walk, use hands to finger, handle or feel, and reach
• Occasionally required to lift office products and supplies, up to 20 pounds

Benefits

• Medical, vision, and dental insurance
• Life insurance for financial protection
• Community Volunteering Day: A paid day off to give back to the community
• Generous paid time off (PTO) and company holidays
• Retirement savings plan with employer contributions

Schedule

This is a full-time position with standard operating hours. Minimal travel may be required as part of support responsibilities.