Customer Care Representative

Gault Family Co; Westport (CT); On-site; USD 42,000 - 64,000; Full time

Job summary

Gault Family Companies (Gault Energy, Quinoco, Rural Fuels) is seeking a Customer Service Representative to handle inbound and outbound calls with a focus on service excellence and customer advocacy. You will navigate customer accounts in Cargas and GP, resolve inquiries, and balance service with sales opportunities.

Responsibilities include scheduling deliveries, prioritizing requests, and educating customers on services while supporting retention and adherence to SOPs.

Qualifications

• No formal education or prior experience required.
• Customer service, dispatch, call center, HVAC, fuel, or service-industry experience preferred.
• Experience with Cargas or GP is a plus; willingness to train.

Responsibilities

• Serve as the primary point of contact for inbound calls, delivering empathetic service.
• Schedule and prioritise service calls, fuel deliveries, and emergency requests.
• Triage emergencies by assessing urgency and risk to determine escalation.
• Update and maintain customer accounts in Cargas and GP for continuity.
• Communicate with internal teams following SOPs and escalation processes.
• Educate customers on system behavior and available services, identifying cross-sell opportunities.
• Resolve concerns to support retention and service continuity.
• Maintain knowledge of services (HVAC, fuel) for accurate guidance.
• Demonstrate Integrity, Caring, Teamwork, and Ownership in all interactions.
• Join required meetings and provide extra coverage during high-volume periods.
• Strive to meet or exceed service-focused performance goals.

Skills

CRM systems (Cargas, GP)

Windows-based systems

Microsoft Word & Excel

Clear communicator

Customer advocacy

Attention to detail

Teamwork

Tools

Cargas

Great Plains (GP)

Microsoft Excel

Job description

Gault Family Companies (Gault Energy, Quinoco, Rural Fuels)

JOB SUMMARY:

The Customer Service Representative (CSR) is responsible for handling inbound and outbound service and support calls in an efficient, professional, and customer-focused manner. As a frontline representative of Gault Family Companies, the CSR builds strong rapport with customers, actively listens to understand customer needs, accurately navigates customer accounts, and resolves service-related inquiries using techniques learned through extensive initial and ongoing training. While this role supports business growth, its primary focus is service excellence, customer advocacy, and retention. Additional sales and cross-sell opportunities are addressed in a thoughtful, needs-based manner. This position requires strong working knowledge of both the Cargas and Great Plains (GP) platforms, which are used across Gault brands to manage service calls, deliveries, billing, scheduling, and operational workflows. This role requires the ability to balance customer advocacy with operational, safety, and compliance requirements.

ESSENTIAL FUNCTIONS

• Serve as the primary point of contact for inbound customer service and support calls, delivering empathetic, professional service.
• Schedule, manage, and prioritize service calls, fuel deliveries, and emergency requests to ensure accurate routing, coverage, and timely customer response.
• Triage no-heat and emergency situations by assessing urgency, customer risk, and system status to determine appropriate scheduling and escalation.
• Navigate, update, and maintain customer accounts, service tickets, and documentation in Cargas and Great Plains (GP) to ensure continuity of service and operational clarity.
• Communicate effectively with internal teams while following escalation protocols and company SOPs.
• Educate customers on system behavior, preventive actions, and available services, including identifying appropriate sales or cross-sell opportunities.
• Resolve customer concerns and proactively address dissatisfaction to support retention and service continuity.
• Maintain working knowledge of company services, systems, plans, and operations—including HVAC, fuel delivery, and evolving industry conditions—to provide accurate customer guidance.
• Demonstrate Gault Family Companies’ core values of Integrity, Caring, Teamwork, and Ownership in all interactions.
• Participate in required meetings and provide additional phone coverage and team support during high-volume service periods.
• Consistently meet or exceed service-focused performance goals established by Customer Care leadership.
• Perform other duties and responsibilities as assigned.

COMPETENCIES

• Proficiency or the ability to become proficient in Cargas, Great Plains (GP), and Windows-based business systems, including Microsoft Word, Excel, and call-center phone platforms.
• Clear, confident communicator who can translate technical or operational information into plain-spoken, easy-to-understand language.
• Passion for enhancing the customer experience, with an advocacy mindset focused on long-term relationship building.
• Sound judgment and situational awareness, including the ability to assess risk, urgency, and customer impact when making decisions.
• High attention to detail and accuracy in fast-paced, high-volume environments.
• Team-oriented professional who consistently demonstrates Gault Family Companies’ core values of Integrity, Caring, Teamwork, and Ownership.
• Continuous-learning mindset with openness to new systems, procedures, and operational changes.
• Commitment to maintaining and promoting a safe, responsible, and compliant working environment.

REQUIRED EDUCATION & EXPERIENCE

• No specific education or prior experience required.
• Customer service, dispatch, call center, HVAC, fuel, or service-industry experience preferred.
• Experience with Cargas, Great Plains (GP), or similar ERP/CRM systems is a plus Willingness to participate in ongoing training, call coaching, and continuing education.

WORKING ENVIRONMENT:

100% office-based position in a professional office setting. Regular use of standard office equipment, including computers, phones, and filing systems. Field exposure may include ride-a-longs with technicians and delivery personnel.

PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to work from a stationary position, sit, stand, walk, use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to stoop, crouch, kneel, balance or climb. The employee must occasionally lift and move objects up to 50 pounds. The employee is regularly required to talk or hear.

DIRECT REPORTS:

N/A

CUSTOMER SERVICE REPRESENTATIVE

Gault Family Companies (Gault Energy, Quinoco, Rural Fuels)

JOB SUMMARY:

The Customer Service Representative (CSR) is responsible for handling inbound and outbound service and support calls in an efficient, professional, and customer-focused manner. As a frontline representative of Gault Family Companies, the CSR builds strong rapport with customers, actively listens to understand customer needs, accurately navigates customer accounts, and resolves service-related inquiries using techniques learned through extensive initial and ongoing training. While this role supports business growth, its primary focus is service excellence, customer advocacy, and retention. Additional sales and cross-sell opportunities are addressed in a thoughtful, needs-based manner. This position requires strong working knowledge of both the Cargas and Great Plains (GP) platforms, which are used across Gault brands to manage service calls, deliveries, billing, scheduling, and operational workflows. This role requires the ability to balance customer advocacy with operational, safety, and compliance requirements.

ESSENTIAL FUNCTIONS

• Serve as the primary point of contact for inbound customer service and support calls, delivering empathetic, professional service.
• Schedule, manage, and prioritize service calls, fuel deliveries, and emergency requests to ensure accurate routing, coverage, and timely customer response.
• Triage no-heat and emergency situations by assessing urgency, customer risk, and system status to determine appropriate scheduling and escalation.
• Navigate, update, and maintain customer accounts, service tickets, and documentation in Cargas and Great Plains (GP) to ensure continuity of service and operational clarity.
• Communicate effectively with internal teams while following escalation protocols and company SOPs.
• Educate customers on system behavior, preventive actions, and available services, including identifying appropriate sales or cross-sell opportunities.
• Resolve customer concerns and proactively address dissatisfaction to support retention and service continuity.
• Maintain working knowledge of company services, systems, plans, and operations—including HVAC, fuel delivery, and evolving industry conditions to provide accurate customer guidance.
• Demonstrate Gault Family Companies’ core values of Integrity, Caring, Teamwork, and Ownership in all interactions.
• Participate in required meetings and provide additional phone coverage and team support during high-volume service periods.
• Consistently meet or exceed service-focused performance goals established by Customer Care leadership.
• Perform other duties and responsibilities as assigned.

COMPETENCIES

• Proficiency or the ability to become proficient in Cargas, Great Plains (GP), and Windows-based business systems, including Microsoft Word, Excel, and call-center phone platforms.
• Clear, confident communicator who can translate technical or operational information into plain-spoken, easy-to-understand language.
• Passion for enhancing the customer experience, with an advocacy mindset focused on long-term relationship building.
• Sound judgment and situational awareness, including the ability to assess risk, urgency, and customer impact when making decisions.
• High attention to detail and accuracy in fast-paced, high-volume environments.
• Team-oriented professional who consistently demonstrates Gault Family Companies’ core values of Integrity, Caring, Teamwork, and Ownership.
• Continuous-learning mindset with openness to new systems, procedures, and operational changes.
• Commitment to maintaining and promoting a safe, responsible, and compliant working environment.

REQUIRED EDUCATION & EXPERIENCE

• No specific education or prior experience required.
• Customer service, dispatch, call center, HVAC, fuel, or service-industry experience preferred.
• Experience with Cargas, Great Plains (GP), or similar ERP/CRM systems is a plus Willingness to participate in ongoing training, call coaching, and continuing education.

WORKING ENVIRONMENT:

100% office-based position in a professional office setting. Regular use of standard office equipment, including computers, phones, and filing systems. Field exposure may include ride-a-longs with technicians and delivery personnel.

PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to work from a stationary position, sit, stand, walk, use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to stoop, crouch, kneel, balance or climb. The employee must occasionally lift and move objects up to 50 pounds. The employee is regularly required to talk or hear.

DIRECT REPORTS:

N/A

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.