Customer Care Representative

Job Description

Job Description

Are you someone who naturally wants to help others? Do you enjoy solving problems, explaining options, and creating a better customer experience? Do you enjoy being part of a team that helps each other and the business grow? If so, the Customer Care Representative position may be a great fit for you!

At Gas South, Customer Care Representatives are trusted advisors and problem-solvers who shape every customer interaction. You will deliver exceptional service across phone, chat, and email channels by guiding customers through billing questions, resolving concerns, enrolling or renewing service, and recommending products that meet their needs. You will help drive customer satisfaction by taking ownership of each interaction while also supporting business growth by identifying and converting opportunities through thoughtful engagement and strong product knowledge.

A successful candidate for this role is empathetic, relationship-oriented, and motivated by helping customers solve problems. You stay curious, think critically, and seek to understand the "why" behind each customer's needs so you can provide thoughtful, accurate support in a fast-paced environment. You connect with customers through clear, professional, and empathetic communication. You proactively identify opportunities to educate customers, resolve concerns, strengthen loyalty, and contribute to long-term customer retention and growth. You are also confident navigating change, proactive in finding solutions, and open to continuous learning and development.

Responsibilities

• Resolve a wide range of customer inquiries, including billing and payment questions, new service enrollments, and service concerns, with accuracy and efficiency
• Proactively identify and act on opportunities to retain customers and convert interactions into enrollments or strengthened relationships through value-added products and services
• Take ownership for fully assisting customers, prioritizing one-contact resolution whenever possible to address customer needs in a single interaction
• Communicate clearly and professionally across phone, chat, and email channels
• De-escalate complex or sensitive customer situations, ensuring positive outcomes and long-term customer trust
• Collaborate with internal teams and escalate issues when appropriate to ensure resolution
• Navigate multiple systems and tools to research, document, and resolve customer needs in real time
• Maintain high standards of quality, accuracy, and productivity in a fast-paced, performance-driven environment
• Take ownership of personal performance, attendance, schedule adherence, and continuous improvement

Experience

• High School Diploma or equivalent
• Experience building trust and using sound judgement to resolve concerns
• Experience identifying customer needs, recommending products and services, and creating tailored solutions
• Ability to adapt quickly to new information, processes, and technologies
• Ability to explain complex information in clear, professional, and customer-friendly language through verbal and written communication
• Ability to use multiple systems, tools, or applications to research information, document details, and complete tasks in real-time

Preferred Experience

• Associate degree or higher
• Bilingual (English/Spanish)

Location Requirements

• Hybrid; Atlanta, GA
• Ability to work during all business hours between 8 am and 7pm, including Saturday rotations.

Additional Details and Requirements:

• Start Date: August 17th, 2026
• Training and Work Schedule: 10 AM to 7 PM
• Must be flexible to work between the hours of 8 AM to 7 PM with a rotating Saturday every 4 weeks
• Training is a total 6 weeks and must be attended in its entirety

Physical Requirements

Sitting: Ability to sit for extended periods at a desk or workstation while performing computer-based tasks, conducting meetings, and collaborating with colleagues.

Standing and Walking: Ability to stand and walk within the office environment, such as when attending meetings, interacting with colleagues or external stakeholders, or visiting different departments.

Lifting and Carrying: Ability to lift and carry material, files, or equipment weighing up to 20 pounds, such as when organizing documents or setting up for meetings.

Pay range is commensurate with education, experience, specialized skills or certifications, etc.

Gas South Base Pay Range

$23—$24 USD

Our Purpose and Culture

At Gas South, we approach each day knowing we have an opportunity to make a difference in people's lives. That means helping our customers save money with everyday low rates and treating them with dignity, honesty and respect. It means supporting our employees in their personal and professional lives, and it means we want to make sure our success directly benefits the communities we serve by giving back 5% of profits to support children in need. Through partnerships with non-profits like United Way, Salvation Army, Junior Achievement, Bert's Big Adventure and many others, we're proud to help make a difference. At Gas South our employees bring their boldest ideas and most authentic selves to work, no matter their title, position or background. We understand that our people are our most valuable assets. So, we treat them that way, with competitive benefits, flexible schedule options, and a fun, casual atmosphere.

Gas South affirms that it is an Equal Opportunity Employer whose actions and practices are consistent with fair employment. In this regard, Gas South will not discriminate against any employee or applicant with regard to race, color, religion, sex, age, national origin, disability, pregnancy, childbirth or related medical conditions, genetic information, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment including recruiting, hiring, placement, training, promotion, lay-offs, transfers, leave of absence, compensation and termination.

Benefits for full-time employees include:

• Full medical, dental, and vision coverage
• Employer-paid life and disability coverage
• Annual employer contributions of up to 12.5% to your 401k
• Remote work options available based on business needs
• Annual performance incentive is a % of annual benchmark based on position level
• Paid four-week sabbatical every five years
• Opportunities to volunteer in the community
• Education assistance up to $5250 per year