Customer Care Representative - SEASONAL

Job Title: Customer Care Representative - SEASONAL; Department: Customer Care; FLSA Status: Non-exempt (Hourly), Seasonal; Reports to: Customer Care Supervisor.

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. Position Summary The Customer Care Representative (CCR) is expected to handle all day-to-day front-office activities. The CCR works closely with the Customer Care Supervisor (CCS) to ensure satisfactory service to the customers. This position furthermore ensures the efficiency and effectiveness of the administrative activities executed in the front office. In addition to core customer care responsibilities, CCRs may be required to assist with propane bottle refilling as needed. The company will provide all necessary training and ensure proper licensing for this task. Candidates should be comfortable following safety protocols and handling propane equipment in compliance with regulatory standards.

Responsibilities

• Answering calls and handling customer queries
• Adhere to assigned schedule and perform all assigned task
• Provide first level support for customer complaints or issues
• Research / resolve customer inquires
• Discuss with direct supervisor, results of their daily, weekly, and monthly performance
• Accountable for satisfactory daily call answer rate and first call resolutions

Skills

• 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 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
• PERFORMANCE MEASUREMENTS – Consistently delivers quality work during allotted timeframes
• PERFORMANCE MEASUREMENTS – Demonstrates appropriate organizational skills
• PERFORMANCE MEASUREMENTS – Understands and ensures compliance with company policies and procedures

Qualifications

• Education: High school diploma or equivalent required
• Experience / Abilities:
  • 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
  • Use of Microsoft Office & generally have high level of computer skills
  • English, fluent proficiency, verbal and written.
  • Knowledge of Spanish an advantage

Schedule

This position is full-time, standard operating hours. Minimal travel may be required with this position as part of support responsibilities. Seasonal employment may require schedule flexibility, including evenings, weekends, holidays, and overtime, as business needs