Customer Support Representative

About the role

The Customer Support specialist is responsible for resolving customer issues, concerns, escalations and inquiries. The support specialist performs daily responsibilities via email and phone to ensure that customer needs are met with efficient and effective service and resolution.

Responsibilities

• Review and resolve assigned issues and inquiries
• Ensure mandatory queue coverage
• Handle cancellations and rejections
• Assist and support EspriGas “TMG” customer requests
• Assist with managing department mailboxes
• Serve as communicator between Customer Service and Key Accounts
• Work with Airgas internal associates across the organization
• Assist with overflow calls
• Handle rush deliveries
• Assist with non‑strategic return labels
• Manage FTO’s order entry for EspriGas
• Assist with problem solving for EspriGas
• Assist with escalations

Requirements

• Good organizational and people skills
• Accountability – assume responsibility for all actions and follow through to ensure tasks are completed with attention to detail
• Professionalism – present yourself in person and on the telephone in a refined, polished, courteous, controlled, warm and helpful manner
• Positive attitude – wear a smile and conduct yourself with an upbeat demeanor, demonstrating flexibility and approachability toward team members, customers and patients
• Problem solving – proactive in anticipating and preventing problems before they arise, and addressing them while taking ownership
• Responsiveness – respond promptly to the needs of internal and external customers
• Initiative – willingness to provide above‑and‑beyond effort when a task needs to be done
• Stewardship – protect and ensure the best interest of the company
• Leadership – mentor to peers and fellow team members and new employees by exemplifying excellent customer service at all times
• Compassion – caring and empathetic to feelings, thoughts and experiences of team members, customers and patients without judgment
• Collaboration – work with team members and other departments on team‑building ideas, creation of processes, assisting others and taking ownership

Benefits

• Medical, dental, and vision insurance
• Life, AD&D, short‑term and long‑term disability insurance
• Employee Assistance Program (EAP)
• Pre‑tax commuter transportation benefit
• Parental leave – 14‑week paid childbirth benefit
• Vacation, sick time, floating holidays
• Jury duty and funeral/bereavement leave
• Paid holidays for eligible full‑time employees
• 401(k) retirement plan with company match
• Tuition assistance / reimbursement
• Discounted college tuition for eligible employees’ dependents
• Airgas Scholarship Program for dependent children
• Benefits effective after 30 days of employment

Schedule

Monday through Friday, daytime hours.