Customer Experience Agent

About the role

Paraco Gas Corporation is the largest privately held propane marketer in the Northeast. Founded in 1973, Paraco is a local, family-owned company recognized as the 10th largest propane retailer and 2nd largest independent marketer of propane nationally (LP Gas Magazine Survey 2018).

Responsibilities

• Handle heavy incoming calls pleasantly and understandingly, focusing on achieving customer satisfaction.
• Use effective listening skills to address and resolve customer issues.
• Address customer concerns in a calm and professional manner, 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, engaging proactively with both clients and employees throughout the organization.
• Contribute to call center metrics, including scheduled workdays that may include weekend hours and potential overtime based on call volume.

Requirements

• A high school diploma or equivalent (GED).
• One year or more of heavy inbound call volume customer service or call center experience.
• Ability to communicate clearly and professionally.
• Maintain a strong work ethic and desire to excel.
• Punctuality and dependability are essential.
• Capable of understanding documents such as instructional and procedural manuals.
• Basic computer systems skills: Microsoft Office, 10-key calculators, and data entry skills.

Qualifications

• Bilingual speaking proficiency is a plus but not required.

Skills

• High school diploma or equivalent (GED).
• One year or more of heavy inbound call volume customer service or call center experience.
• Ability to communicate clearly and professionally.
• Maintain a strong work ethic and desire to excel.
• Punctuality and dependability are essential.
• Capable of understanding documents such as instructional and procedural manuals.
• Basic computer systems skills: Microsoft Office, 10-key calculators, and data entry skills.
• Bilingual speaking proficiency is a plus but not required.

Benefits

• Medical, Rx, Vision, and Dental insurance.
• A 401(k) plan with company match.
• Generous paid time off and company holidays.
• Tuition reimbursement.
• Uniform allocation.
• Propane discounts.
• Opportunities for career advancement.
• Performance incentives, commissions, voluntary time off, team events, and professional development opportunities for Customer Experience Agents.

Pay

Compensation details are confidential and will be shared during the interview process.

Schedule

The role is available on a remote basis in New York State. Workdays may include weekend hours and potential overtime based on call volume.