Customer Service Representative Job at Haffner's in Ayer

Description:

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 72 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."

Job Summary

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

Required Qualifications:

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

Specific 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.
• Responds to inquiries by utilizing approved scripting and established SOPs to research and clarify desired information. Provides follow up when escalation or alternative solutions are required.
• Develop new business opportunities with existing customers by promoting company products and services.
• Maintains 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.
• The ability to deal with the demand of fast paced and high-volume operation.
• Adheres to schedules and work time availability guidelines set forth by management.
• Supports Finance Department by making accounts receivable calls and processing statements.
• Performs 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:

Leadership, Education and Training 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.

Technical Requirements:

• 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.

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.

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

Compensation:

Hourly Rate/Salary 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:

$18.00 per hour

Haffner’s is committed to equal employment opportunity and providing reasonable accommodations to those with physical and/or mental disabilities. We value and encourage diversity and do not discriminate based on race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, change of sex or transgender status, or any other basis protected by federal, state, or local law.

Haffner’s is committed to providing a safe work environment for all employees.

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