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 company prides itself on delivering safety, reliability, and exceptional customer service, with a commitment to innovation and sustainability. The Customer Care Representative (CCR) handles day-to-day front-office activities, works closely with the Customer Care Supervisor to ensure satisfactory service, and ensures the efficiency and effectiveness of administrative activities. In addition to core duties, CCRs may assist with propane bottle refilling as needed, with full training and licensing provided.

Responsibilities

• Answering calls and handling customer queries
• Adhering to assigned schedule and performing all assigned tasks
• Providing first-level support for customer complaints or issues
• Researching and resolving customer inquiries
• Discussing with direct supervisor the results of daily, weekly, and monthly performance
• Maintaining satisfactory daily call answer rate and first-call resolution rates
• Assisting with propane bottle refilling as needed, following safety protocols and regulatory standards
• Meeting physical demands: regularly talking or hearing; frequently standing, walking, using hands to finger, handle or feel, and reaching; occasionally lifting office products and supplies up to 20 pounds

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; high level of computer skills
• English fluency (verbal and written); knowledge of Spanish is an advantage

Skills

• Communication – must be able to effectively communicate with teammates, managers, and customers
• Interpersonal skills – demonstrates the ability to understand relationship‑oriented aspects of social effectiveness and to 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; demonstrates appropriate organizational skills; understands and ensures compliance with company policies and procedures

Benefits

• Great benefits: including medical, vision, dental insurances, amongst others
• Life insurance: financial protection for you and your family
• Community volunteering day: a paid day off to give back to the community and make a difference
• Paid time off: generous PTO and company holidays to relax, recharge, and spend time with loved ones
• Retirement savings plan: employer contributions to help you save for the future

Schedule

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