Customer Service Representative

About the role

ThompsonGas is the nation’s fastest growing propane retailer, and we are seeking a Customer Service Representative to support our unprecedented growth by focusing on customer retention, new customer acquisition, and customer support. The ideal candidate will thrive in a fast-paced environment and enjoy driving change.

Responsibilities

• Handle inbound calls by asking probing questions to uncover sales and service opportunities
• Evaluate sales methods and company programs to meet current customer needs and develop potential business leads
• Address customer issues and respond to all inquiries including, but not limited to, pricing, billing, products, grievances, and new account set-up
• Handle each call with a high level of professionalism, warmth, and eagerness
• Possess a working knowledge of all ThompsonGas products and service offerings
• Hold a thorough understanding of policies and procedures related to safety, product delivery, and service
• Provide timely and accurate information on customer order status
• Lead outbound calling operations in effort to collect from past due customers
• Enter and update customer account information in CARGAS and MPX systems
• Process billing payments for walk-in customers
• Process driver daily paperwork
• Other duties and projects as assigned

Requirements

• Education and Experience: Degree or equivalent experience required, 3+ years of Customer Service experience (call center experience preferred), and sales experience strongly preferred; ability to upsell products in highly competitive environment a must
• Previous experience with CARGAS and MPX systems preferred, but not required
• Excellent written and verbal communication skills with an emphasis on developing a positive rapport with customers
• Excellent computer skills including Microsoft Office and data entry skills
• Organize, multi-task, and prioritize assignments in a fast-paced environment
• High level of ownership and accountability for resolving customer problems in a professional and enthusiastic manner
• Flexible to work overtime and weekends as needed during busy seasons

Qualifications

• Ability to work independently and manage multiple tasks simultaneously
• Strong problem-solving and decision-making skills
• Customer-focused attitude and excellent interpersonal skills
• Proficient in Microsoft Office Suite

Benefits

• Medical, Dental, Vision, and 401(k) with immediate eligibility
• Disability and life insurance
• Paid time off that increases with tenure
• Daily Pay Option that offers great flexibility and financial control
• Employee training programs with career development/advancement opportunities
• Quarterly bonus potential
• Paid maternity and parental leave benefits
• Tuition reimbursement program

Pay

Compensation is commensurate with experience.

Schedule

The Customer Service Representative works an onsite schedule.