Customer Service Representative Propane

Position Overview

The Customer Relations Representative (CSR) acts as the first point of contact for all Douglass customers. The CSR is responsible for ensuring an extraordinary customer experience by building and maintaining relationships with customers and providing prompt and accurate service. The CSR will drive customer retention and growth through accurate posting of daily work through Cargas, handling customer complaints and inquiries, a commitment to accuracy when reconciling accounts receivables and inventory, and strong organization skills when supporting delivery and service operations.

Essential Duties and Responsibilities

• Gains new customers by introducing products and services, recommending price programs, and scheduling site visits.
• Solves customer service issues with the goal of customer satisfaction and customer retention.
• Answers phone calls and responds to all customer inquiries including, but not limited to pricing, billing, documenting complaints and setting up new orders. Offers solutions to customer complaints that balance the best interest of the customer and the company
• Assists all walk-in customers.
• Actively participates in safety training and meets all safety training requirements
• Accurately maintains customer data, transactions, and information in CarGas through accurate data entry and monitoring.
• Responsible for preparing all daily batch activities including, but not limited to service, and delivery.
• Keep track of daily receipts and cash on hand and complete the daily cash count. Prepares the daily bank deposit.
• Research and reconcile discrepancies in customer accounts.
• Maintain house accounting including cash sales, storage inventory and tanks on location.
• Make credit calls to delinquent customers.
• Assist with maintaining service work schedule and dispatch delivery tickets.
• Assist with routing issues as they arise.
• Maintain daily inventory of storage as well as monthly fuel inventory.
• Maintain customer and daily folders.
• Pick up and distribute mail and research returned mail.
• Perform all end of day duties which include forwarding the phone to Answering Service, secure cash and print tickets for routing.
• Maintain a clean and organized office environment as well as order supplies and forms as needed.

Required/Preferred Education & Experience

• High school diploma required
• Two or more years in customer service industry strongly preferred
• Sales experience preferred
• Collections experience a plus

Eligible for company benefits including:

• Health, dental, and vision coverage, effective the 1st of the month following the date of hire
• Company paid life insurance and long-term disability
• Employee paid voluntary benefits such as voluntary life, short-term disability, critical illness, accident, and Legal
• Participation in the company 401(k) plan with eligibility for the company match after 6 months of service
• Paid time off (PTO)
• Company paid holidays

Working Environment and Physical Demands

Work is performed in a standard office environment with frequent local travel. Requires the ability to lift files, open filing cabinets and bend or stand as necessary; may regularly require the ability to lift up to 35 lbs. and occasionally lift 80+ lbs. with assistance.