Customer Experience Agent

Job Description

Job Description

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.

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.

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. For the right candidate, this is a Remote opportunity in NY.

Essential responsibilities will include but not be limited to:

• Handling heavy incoming calls pleasantly and understandingly focused on achieving customer satisfaction.
• Using effective listening skills to address and resolve customer issues.
• Addressing customer concerns in a calm and professional manner while ensuring their requests/ questions are handled appropriately and in a timely fashion.
• Analyze incoming calls, offer proactive solutions based on the information provided, and follow up when necessary.
• Working in a team-based environment and engaging proactively with both clients and employees throughout the organization.
• Call Center Metrics used.
• Scheduled workdays may include weekend hours.
• Overtime may be offered depending on call volume

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.

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.