Customer Service Representative

Compensation: Hourly rate is based on a range of factors that include relevant experience, knowledge, skills, and other job-related qualifications. The minimum opportunity for this role is $20.00 per hour.

Benefits

• Employee discount on gasoline, residential propane, and oil
• Medical, dental, and vision insurance
• 401K retirement plan with company match
• Paid time off
• Company-paid life insurance and optional life insurance
• Short-term and long-term disability
• Critical illness and/or accident insurance

About the role

This position is accountable for providing Haffner’s customers with an outstanding, positive customer experience.

Responsibilities

• Provide outstanding, positive customer service to Haffner’s customers via telephone, email, and lobby visits.
• Answer initial and follow-up calls from customers who have delivery, service, and technical support issues, with the ability to take full ownership of the issue from start to finish.
• Respond to inquiries by utilizing approved scripting and established SOPs to research and clarify desired information. Provide follow-up when escalation or alternative solutions are required.
• Develop new business opportunities with existing customers by promoting company products and services.
• Maintain required documentation for new and existing customers.
• Input data/call documentation/notes into the company computer platform (i.e., Cargas) at the time of the interaction to keep each customer record updated.
• Handle the demands of a fast-paced and high-volume operation.
• Adhere to schedules and work time availability guidelines set forth by management.
• Support the Finance Department by making accounts receivable calls and processing statements.
• Perform other related duties, or duties that maximize the individual’s knowledge and contributions, at the discretion of the Customer Service Manager and Customer Service Site/Team Lead.

Requirements

• Absolute commitment to customer satisfaction, including timely issue resolution and proactive customer outreach.
• Concise, effective verbal and written communication skills, with strong conflict resolution abilities and the ability to empathize with customers.
• Ability to excel both individually and as part of a larger team.
• Capability to execute tactically by organizing multiple processes and prioritizing duties in a multitasking and rapidly changing work environment.
• Willingness to participate in mandatory training sessions that grow product knowledge and promote stronger customer satisfaction.
• Prior customer service experience, particularly in a high-volume environment, preferred.
• For certain offices, availability to work varied shifts at peak times, including evenings and weekends.
• Proficient in MS Excel, Outlook, PowerPoint, and Word, as well as web-based applications.

Qualifications

• Minimum of 3 years of customer service experience, preferably in a call center environment.
• Minimum of 1 year of experience in the Heating and Energy sector.

Job Environment

While performing the duties of this job, the employee is regularly required to sit, stand, reach, and lift. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

About us

Haffner's: A Regional Leader Fueled by Family, Integrity, and Safety. At Haffner's, we're more than a company – we're a family. As a prominent wholesale fuel distributor in New England, we've established a strong presence, managing gas stations, convenience stores, car washes, and food service locations. Our renowned Haffner's brand operates across Massachusetts, New Hampshire, and Maine. We go beyond fuel distribution, offering heating oil, propane, and HVAC services to 45,000 customers across the region. Our commitment to integrity and safety is unwavering; it's in everything we do. We prioritize building relationships and consistently doing the right thing. Our culture thrives on growth, innovation, and excellence. As a part of our team, you'll contribute to our ongoing success, embracing the core values of "Fueled by Family," "Do the Right Thing," "Safety in Everything We Do," and "Be Resourceful."