Customer Support Representative Job at Pinnacle Propane
Job Title: Customer Care Representative
Department: Customer Experience
FLSA Status: Non-Exempt
Reports To: Customer Care Supervisor (CCS)
Company Overview
Pinnacle Propane is a leading propane provider in the USA that delivers propane gas for homes and businesses.
Position Summary
The Customer Care Representative (CCR) is expected handle all day-to-day front-office activities. The CCR works closely with the Customer Care Supervisor (CCS) to ensure satisfactory service to the customers. This position furthermore ensures the efficiency and effectiveness of the administrative activities executed in the front office
Essential Job Functions
- Answering calls and handling customer queries
- Adhere to assigned schedule and perform all assigned task
- Provide first level support for customer complaints or issues
- Research / resolve customer inquires
- Discuss with direct supervisor, results of their daily, weekly, and monthly performance
- Accountable for satisfactory daily call answer rate and first call resolutions
COMPETENCIES
- COMMUNICATION – must be able to effectively communicate with teammates, managers, and customers
- INTERPERSONAL SKILLS – demonstrates the ability to understand relationship-orientated aspects of social effectiveness and to operate successfully in a variety of social exchanges
- TEAMWORK – possesses the ability to work together toward a common vision
PERFORMANCE MEASUREMENTS
- Independently performs tasks of a routine nature
- Consistently delivers quality work during allotted timeframes
- Demonstrates appropriate organizational skills
- Understands and ensures compliance with company policies and procedures
QUALIFICATIONS AND REQUIREMENTS
Education:
High School diploma, GED
Experience / Abilities:
- Effective communication skills and ability to interact with all employees and customers
- Ability to resolve customer inquiries while maintaining a professional and calm demeanor
- Ability to remain organized and focused on attention to detail in a fast-paced environment
- Proficient in Microsoft Office Suite or related software
- Use of Microsoft Office & generally have high level of computer skills
- English, fluent proficiency, verbal and written. Knowledge of Spanish an advantage
TRAVEL AND HOURS
- This position is full-time, standard operating hours
- Minimal travel may be required with this position as part of support responsibilities
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Employee is regularly required to talk or hear
- Employee frequently is required to stand, walk, use hands to finger, handle or feel and reach
- Employee is occasionally required to lift office products and supplies, up to 20 pounds
EEO STATEMENT
It is the policy of Pinnacle to provide equal employment opportunities to all individuals regardless of their race, creed, color, religion, sex, age, national origin, disabilities, veteran status, marital status, sexual orientation, military status, or any other characteristic prohibited by state or federal law.
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