Customer Experience Escalations Specialist

Haffner's; Lawrence (MA); Presencial; USD 28.000 - 40.000; Jornada completa

Descripción de la vacante

Haffner’s, a regional leader in fuel distribution serving New England, seeks a Customer Experience Escalations Specialist for an in-office role in Lawrence, MA. You will own escalated retail concerns across stores, fuel stations, and car washes, and support Heating Operations escalations, driving timely resolutions within policy and safety guidelines.

You will coordinate service-recovery actions, maintain clear communications with customers, and collaborate with cross-functional teams to ensure

Formación

• High school diploma or equivalent and 2+ years in customer-facing roles.
• Strong written and verbal communication with conflict-resolution skills.
• Ability to manage multiple active cases and document progress.
• Proficiency with Microsoft Office and CRM or case-management platforms.
• Experience resolving escalated concerns or supporting service recovery preferred.

Responsabilidades

• Serve as the primary contact for retail escalations involving stores, fuel stations, car washes, customer transactions, site conditions, service concerns, and access issues.
• Coordinate refunds, credits, or other service-recovery actions within delegated authority and company policy.
• Support Heating Operations escalations involving heating service, delivery, billing, payments, account access, no-heat concerns or service interruptions.
• Route scheduling, field execution, technical, account-administration, credit or collection decisions to the appropriate owner.
• Maintain case documentation, updates, and ensure timely closure and customer follow-up.

Conocimientos

Customer service

Conflict resolution

Communication skills

CRM systems

Multitasking

Independent work

Herramientas

CRM platforms

Microsoft Office

Descripción del empleo

Description

Haffner's: A Regional Leader Fueled by Family, Integrity, and Safety.

At Haffner's, we're more than a company – we're a family. As a prominent wholesale fuel distributor in New England, we've established a strong presence, managing 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; it's in everything we do. 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.”

Job Summary

The Customer Experience Escalations Specialist primarily owns escalated customer concerns involving Retail Operations, including convenience stores, fuel stations, and car washes, while also supporting escalations from Heating Operations (HOPS). The role manages assigned cases from intake through resolution and follow-up, coordinates internal partners, keeps customers informed, documents outcomes, and supports service recovery and retention within established policies, approval limits, safety protocols, and operational boundaries.

This is a fully in-office position; remote or hybrid work is not available

Essential Functions and Key Responsibilities

Retail Escalation Ownership

• Serve as the primary Customer Experience contact for assigned retail escalations involving stores, fuel stations, car washes, customer transactions, site conditions, service concerns, and customer access issues.
• Receive concerns through phone, email, web form, or internal referral; assess urgency, gather facts, document the issue, and establish next steps.
• Own assigned cases through closure, including customer updates, internal follow-up, documentation, and confirmation of the final resolution.
• Coordinate approved refunds, credits, or other service-recovery actions within delegated authority and company policy.

HOPS Escalation Support

• Support Heating Operations escalations involving heating service, delivery, billing, payments, account access, no-heat concerns, or service interruptions.
• Partner with Heating Operations, Dispatch, Service, Central Support, Billing, Accounting, and other responsible teams to gather information, coordinate customer communication, and track the issue through resolution.
• Route scheduling, field execution, technical, account-administration, credit, collection, and policy decisions to the appropriate HOPS owner.

Urgent Concerns and Case Coordination

• Prioritize safety, no-heat, service interruption, vulnerable-customer, retail-site disruption, and weather-related concerns; immediately route emergency or field-response needs to the responsible team.
• Maintain clear ownership, handoffs, due dates, and status updates while representing the customer perspective and respecting operational, financial, safety, and technical decision rights.
• Escalate matters requiring management approval, legal review, technical expertise, operational action, credit or collection authority, or a policy exception.

Service Recovery and Improvement

• Support retention and service recovery by identifying practical solutions, communicating outcomes clearly, and following through on commitments.
• Track recurring retail and HOPS concerns, handoff failures, and communication gaps; prepare summaries and recommendations for Customer Experience leadership.
• Help maintain case-documentation standards, service procedures, FAQs, and knowledge resources; participate in training, quality reviews, audits, seasonal initiatives, and continuous improvement.

Qualifications

• High school diploma or equivalent and two or more years of customer service, customer support, contact-center, retail, hospitality, account-support, or related experience.
• Clear written and verbal communication, conflict-resolution skills, sound judgment, and the ability to manage multiple active cases and customer commitments.
• Ability to work independently and collaborate across Retail and Heating Operations while maintaining accurate records and escalating appropriately.
• Proficiency with Microsoft Office and customer service, CRM, or case-management platforms.
• Experience resolving escalated concerns or supporting service recovery is preferred; convenience store, fuel station, car wash, heating oil, propane, HVAC, delivery, dispatch, utilities, or home-services experience is a plus.

Pay: Starting at $25.00/hr (based on experience, skills, and qualifications)

Job Environment:

While performing the duties of this job, the employee is regularly required to sit, stand, reach, and lift. The employee must regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Haffner’s 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.

Haffner’s is committed to providing a safe work environment for all employees.