Customer Experience Agent

About the Company

Paraco Gas Corporation is the largest privately held propane marketer in the Northeast. As a local, family-owned company with 50 years of experience in the propane industry, we are proud to be recognized as the 10th largest propane retailer and 2nd largest independent marketer of propane nationally (LP Gas Magazine Survey 2018). By putting customers first in everything we do, our professional services team, extensive fleet, and unparalleled supply availability enable Paraco Gas to be an energy services leader.

About the Role

Our Customer Experience Agents are more than just representatives—they are brand ambassadors who embody Paraco's commitment to providing memorable, positive, and engaging customer support to our residential and business clients. As an integral member of the Paraco family, this position is all about providing first-class assistance to current and prospective customers. We believe in building genuine connections by listening, anticipating needs, and offering innovative solutions to ensure satisfaction. This is a remote opportunity in NY.

Responsibilities

• Handle heavy incoming calls pleasantly and understandingly, focused on achieving customer satisfaction.
• Use effective listening skills to address and resolve customer issues.
• Address customer concerns in a calm and professional manner while ensuring their requests/questions are handled appropriately and in a timely fashion.
• Analyze incoming calls, offer proactive solutions based on the information provided, and follow up when necessary.
• Work in a team-based environment and engage proactively with both clients and employees throughout the organization.
• Adhere to call center metrics.
• Scheduled workdays may include weekend hours; overtime may be offered depending on call volume.

Requirements

• High school diploma or general education (GED).
• 1+ years of heavy inbound call volume customer service or call center experience.
• Ability to communicate clearly and professionally.
• Strong work ethic and desire to excel.
• Punctuality and dependability are a must.
• Capable of understanding instructional and procedural manuals.
• Basic computer skills: Microsoft Office, 10-key calculators, and data entry.
• Bilingual speaking proficiency is a plus but not required.

Benefits

• Medical, prescription, vision, and dental coverage.
• 401(k) plan with company match.
• Generous paid time off and company holidays.
• Tuition reimbursement.
• Uniform allocation and propane discounts.
• Opportunities for career advancement.
• Performance incentives and commissions (where applicable).
• Voluntary time off, team events, and professional development opportunities.

Schedule

Monday–Friday, 8 AM–4:30 PM (may include weekend hours).