Head of Customer Service (Remote)

About us: Haffner's: A Regional Leader Fueled by Family, Integrity, and Safety.
As a prominent wholesale fuel distributor in New England, we've established a strong presence, managing 72 gas stations, convenience stores, car washes, and food service locations. Our renowned Haffner's brand operates across Massachusetts, New Hampshire, and Maine.
We go beyond fuel distribution, offering heating oil, propane, and HVAC services to 45,000 customers across the region. Our commitment to integrity and safety is unwavering; We prioritize building relationships and consistently doing the right thing.
Our culture thrives on growth, innovation, and excellence. As a part of our team, you'll contribute to our ongoing success, embracing the core values of "Fueled by Family," "Do the Right Thing," "Safety in Everything We Do and Be Resourceful.
Employee Discount on gasoline, and residential propane and oil

• Medical, Dental, and Vision Insurance
• 401K Retirement Plan with Company Match
• Company Paid Life Insurance and Optional Life Insurance
• Short-Term and Long-Term Disability
• This position is accountable for the safe, efficient, and innovative operation of the HEG Oil/Propane Service department. Specific areas of responsibility will include leadership of technicians and office personnel, establishment of best practices, protocol, and techniques for heating and cooling service, establishment and maintenance of competitive service and parts pricing, inventory management, and ownership of customer satisfaction.

In conjunction with the Heating Operations Manager or Market Manager, develop and implement best practices, procedures, and protocol for the department.
Enforces safety procedures concerning service, fleet use, and Personal Protective Equipment in accordance with all corporate and regulatory requirements (e.g., Promotes efficiency and accountability throughout the Service Department by using performance data, department knowledge, and field time with technicians and office staff to drive hiring, training, job performance expectations, coaching, annual reviews, disciplinary actions, and terminations.

Develop and utilize performance reports that indicate departmental efficiencies and productivity, to be reviewed at least monthly with the Director of Heating Operations.
Drives effective communications with the technicians and office staff, including conducting regular meetings for operations and safety, as well as distribution of relevant products, workmanship, and quality control information.
Evaluates technician and office staff work schedules and historic productivity, to promote efficient and cost-effective operation.
Facilitates and supports where applicable customer care resolution to ensure 100% customer satisfaction.
Ensures parts, supplies, tools, and other company resources are readily available to technicians.
Responsible for reviewing and adjusting service rates charged to customers.
Develops and facilitates technician and installer training, both on the job and through external sources.
Observes all mandatory safety practices and company regulations in the performance of duties.
Executes other tasks and duties assigned by the Director of Heating Operations.

Leadership, Education & Training Requirements:

Demonstrated leadership and management background, with an emphasis on setting direction, coaching in a positive manner, team building, promoting safety and accountability, and achieving organizational goals.
Absolute commitment to customer satisfaction, including timely issue resolution and proactive customer outreach.
Ability to excel both individually and as part of a larger team.
Strong skills in strategic planning, while retaining the ability to execute tactically by organizing multiple processes and prioritizing duties in a multitasking and rapidly changing work environment.
Project management experience, featuring strong organizational skills, attention to detail, and accuracy.
Prior process management and general operations experience are preferred but not required.
Ability to read and interpret financial statements and departmental reports.
Minimum of five (5) years of residential and commercial propane system installation, service, maintenance, troubleshooting, and project management experience required.
Strong understanding of propane storage systems, tank installations, vapor distribution systems, regulators, gas piping, leak testing, and propane safety standards.
Experience managing propane-related regulatory compliance requirements, including NFPA 54 and NFPA 58 standards, preferred.
Five years of management experience, with multi-site and remote workforce management preferred.
Proficient in MS Excel, Outlook, PowerPoint, and Word, as well as web-based applications.
Technical or business degree preferred.
Hearing and vision must meet standards for Commercial Drivers licensing. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Haffners is committed to equal employment opportunity and providing reasonable accommodations to those with physical and/or mental disabilities. We value and encourage diversity and do not discriminate based on race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, change of sex or transgender status, or any other basis protected by federal, state, or local law.