Customer Experience Agent

ABOUT PARACO:

Paraco Gas Corporation is the largest privately held propane marketer in the Northeast. As a local, family-owned company with 50 years of experience in the propane industry, we are proud to be recognized as the 10th largest propane retailer and 2nd largest independent marketer of propane nationally (LP Gas Magazine Survey 2018). By putting customers first in everything we do, our professional services team, our extensive fleet and our unparalleled supply availability enable Paraco Gas to be an energy services leader.

Scope of the Customer Experience Agent Role:

Our Customer Experience Agents are more than just representatives. They are brand ambassadors who embody Paraco's commitment to providing memorable, positive, and engaging customer support to our residential and business clients. As an integral member of the Paraco family, this position is all about providing first-class assistance to current and prospective customers. We believe in building genuine connections with our customers by listening, anticipating needs, and offering innovative solutions to ensure their satisfaction. We’re looking for someone who will deliver a great customer experience and ensure effective resolution of customers' needs and concerns.

Essential Duties & Responsibilities

• Provide professional and courteous service to walk-in customers, assisting with account, billing, payment, delivery, and general service inquiries.
• Maintain reliable and consistent attendance, as regular front-desk coverage is essential to daily operations.
• Accurately process cash, checks, and other customer payments while ensuring all cash-handling transactions are accurate and properly balanced.
• Maintain a high level of accuracy when updating customer accounts, processing transactions, handling payments, and documenting customer interactions.
• Use critical thinking and sound judgment to independently address customer questions, resolve issues, and take appropriate steps to retain customers when concerns may impact the customer relationship.
• Effectively de-escalate difficult customer situations while remaining professional, respectful, and solution-focused.
• Work independently with limited day-to-day supervision while maintaining accountability, productivity, and service standards.
• Proactively identify and complete productive work during periods of lower customer traffic rather than waiting for direction.
• Conduct outbound calling projects and customer follow-up activities during lower-volume periods.
• Complete assigned administrative tasks, special projects, and departmental projects accurately and within expected timeframes.
• Prioritize and manage multiple responsibilities effectively, balancing walk-in customer needs, payment transactions, follow-up activities, administrative work, and assigned projects.
• Maintain an organized, professional, and welcoming front-desk environment while safeguarding confidential customer and company information.
• Demonstrate initiative, dependability, flexibility, and a willingness to support changing business needs and departmental priorities.

Position Expectations

This position primarily supports walk-in customer activity and front-desk operations and generally has limited inbound phone responsibilities. During periods of lower walk-in volume, the employee is expected to remain productive by completing outbound calling, customer follow-up, administrative tasks, account-related work, and assigned projects. The position requires the ability to work independently, exercise critical thinking and sound judgment, manage competing priorities, maintain accuracy in cash handling and account transactions, and provide a consistently professional customer experience with limited day-to-day supervision.

We’re looking for the following abilities and skills:

• High school diploma or general education (GED).
• 1+ years of heavy inbound call volume customer service or call center experience
• Ability to communicate clearly and professionally.
• Maintain a strong work ethic and desire to excel. Punctuality and dependability are a must.
• Capable of understanding documents such as instructional and procedural manuals.
• Basic computer systems: Microsoft Office, 10-key calculators, and data entry skills.
• Bilingual speaking proficiency is a plus but not required.

Benefits:

At Paraco, we value our employees and offer an exceptional benefits package, including medical, Rx, Vision, and Dental, a 401(k) plan with company match, generous paid time off, company holidays, tuition reimbursement, uniform allocation, propane discounts, and most importantly, opportunities for career advancement. We believe in nurturing talent and providing a platform for our employees to grow and succeed.In addition to these benefits, our Customer Experience Agents may also be eligible for additional rewards, where applicable, such as performance incentives, commissions, voluntary time off, team events, and professional development opportunities.

Paraco Gas Corporation is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, sex, age (40 or over), national origin, ancestry, physical or mental disability, military or veteran status, marital status, medical condition, gender (including gender identity, gender expression, sexual orientation, registered domestic status, pregnancy, childbirth and related medical conditions), genetic characteristics, religion or any other classification protected by state or federal law.