Customer Care Specialist: Service & Solutions Advocate

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) 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.