Customer Service Manager

Job Description

Job Description

Customer Service Manager

Reports To: General Manager
Division: Customer Service
FLSA Status: Exempt; Salary

SUMMARY

Under the general supervision of the General Manager the Customer Service Manager is responsible for overseeing all operations of the Customer Service Department.

PRIMARY FUNCTIONS

The Customer Service Manager is primarily responsible for the following functions:

Management

• Provides day-to-day supervision of the department and all Customer Service Representatives.
• Manages Email inbox and directs emails to the appropriate departments and individuals.
• Trains and manages the professional growth of all Customer Service Representatives.
• Addresses calls escalated by representatives in a professional, courteous manner.
• In collaboration with the Finance department, completes all residential billing functions. Ensures all credit card transactions are processed, following up with account holder to ensure payment is made the event of a decline.
• Prepares reports regarding account usage, receivables, etc.
• Collaborates with the Human Resources Manager to attract and retain qualified talent. Collaborates with the General Manager to identify department deficiencies and implement improvements as necessary.
• Provides back-up support for commercial billing in the absence of the Commercial Biller.
• Answers phones and addresses customer inquiries in a prompt, professional, courteous manner.
• Schedules fuel deliveries and keeps the lines of communication flowing between representatives, Dispatch, and Service.
• Exercises precise attention to detail when onboarding new customers.
• Ensures that customer accounts are kept up to date.
• Ensures that customers are fully informed about special promotions and offers, including the Pre-Buy and Budget Programs.
• Processes walk-in payments from customers.
• All other similar duties as required.

QUALIFICATIONS

Required:

• High school degree or equivalent.
• 3-5 years' experience in customer service.
• Prior experience in a supervisory or management role, or proven ability to lead in a professional manner with an emphasis on mentorship.
• Ability to remain calm and professional at all times.
• Fluent in Microsoft Office Suite.
• Ability to work extended hours as necessary, especially during peak demand seasons.

Preferred :

• Prior experience working for a fuel company.
• Bilingual in English and Spanish.
• Experience with Blue Cow and Ignite software.

SUPERVISION

Received:

• Works under the general direction of the General Manager.

Exercised:

• Provides direct supervision to Customer Service Representatives.

WORKING ENVIRONMENT

• Moderately noisy office, subject to frequent interruptions.
• Not subject to extreme variations of temperature or odors.
• Broco Energy is a family-friendly workplace. Well-behaved dogs are regularly in the office and children are frequently present. There is a shy, mostly nocturnal cat on the second floor.

PHYSICAL REQUIREMENTS

Regularly required to walk, stand, sit, talk, and hear. Operates basic office equipment such as computers, phones, printers, fax machines, etc. Ability to view computer screens, sit, and work with details for extended periods of time.

PLEASE TAKE NOTE

The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act, must be able to perform the essential job functions as listed either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.

This job description does not constitute an employment agreement between the employer and employee and is subject to change as the needs of the employer and requirements of the job change.

Broco Oil, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.

Broco Energy is a trusted, veteran-owned energy provider delivering heating oil, propane, diesel, and emergency fueling services throughout New England. We pride ourselves on exceptional customer service, dependable delivery, and a mission-driven team dedicated to keeping homes and businesses running safely and efficiently.

Company Description

Broco Energy is a trusted, veteran-owned energy provider delivering heating oil, propane, diesel, and emergency fueling services throughout New England. We pride ourselves on exceptional customer service, dependable delivery, and a mission-driven team dedicated to keeping homes and businesses running safely and efficiently.