Customer Service Representative

About the role

This position is accountable for providing Haffner’s customers with an outstanding, positive customer experience. Haffner's is a regional leader fueled by family, integrity, and safety. As a prominent wholesale fuel distributor in New England, we manage 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," "Always do the right thing," and "Safety...In everything we do." Join us and be a part of a dynamic, forward-thinking organization that's shaping the future across diverse business markets.

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.
• Deal with the demand of fast paced and high-volume operation.
• Adhere to schedules and work time availability guidelines set forth by management.
• Support 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.

Qualifications

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

Requirements

• Absolute commitment to customer satisfaction, including timely issue resolution and proactive customer outreach.
• Concise, effective verbal and written communications 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.

Skills

• 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.

Benefits

• Employee discount on gasoline, and 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

Pay

Hourly rate is based on a range of factors that include relevant experience, knowledge, skills, and other job-related qualifications. For the purpose of this role, the minimum opportunity is: $20 - $24 per hour.

Schedule

Availability to work varied shifts at peak times, including evenings and weekends (as required for certain offices).