Customer Service & Office Manager

Broco Oil; Haverhill (MA); Sur place; USD 75 000 - 110 000; Plein temps

Résumé du poste

Broco Oil is seeking a Customer Service & Office Manager in Massachusetts to lead the customer service team and manage daily office operations. You will bridge the gap between front-line staff, finance, and executive leadership to uphold professionalism, accuracy, and organized facilities.

Responsibilities include supervising CSRs, coaching and onboarding, collaborating with HR for recruitment, and resolving escalated issues.

Qualifications

• 6–10 years of experience in office management or customer service leadership.
• Bachelor’s Degree in Business Administration, Communications, or a related field.
• Demonstrated leadership with mentorship and team-building experience.
• Calm, professional, solution-oriented in fast-paced environments.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Willingness to work extended hours during peak winter demand seasons.

Responsabilités

• Supervise the Customer Service department and CSRs on a day-to-day basis.
• Train, coach, and develop CSRs to maintain a high-performing team.
• Collaborate with HR to recruit and onboard department talent.
• Resolve escalated customer issues professionally and promptly.
• Identify operational deficiencies and implement workflow improvements.
• Oversee the office inbox and triage inquiries to the correct teams.

Connaissances

Team leadership

MS Office

Office administration

Bilingual English/Spanish

Communication

Formation

Bachelor's Degree in Business Administration/related field

Outils

Blue Cow

Ignite

Description du poste

Position Summary: The Customer Service & Office Manager is a dual-purpose role responsible for leading the customer service team and ensuring the efficient day-to-day operations of the corporate office. This individual serves as a bridge between the front-line staff, the finance department, and executive leadership, ensuring high standards of professionalism, financial accuracy, and facility organization.

I. Management & Leadership

• Team Supervision: Provides day-to-day supervision and leadership for the Customer Service department and all Customer Service Representatives (CSRs).

• Professional Development: Manages the training, coaching, and professional growth of CSRs to ensure a high-performing team.

• Talent Acquisition: Collaborates with the HR Manager to recruit, interview, and onboard qualified talent for the department.

• Escalation Management: Acts as the primary point of contact for complex customer issues, resolving escalated calls in a professional and courteous manner.

• Process Improvement: Partners with the General Manager to identify operational deficiencies and implement workflow improvements.

• Inbox Management: Oversees the [e-mail] inbox, ensuring all inquiries are triaged and directed to the appropriate departments or individuals.

II. Office Operations (Office Manager Duties)

• Facility Oversight: Ensures the office environment is organized, professional, and functional; coordinates with cleaning services and building maintenance as needed.

• Vendor Management: Serves as the primary liaison for office-related vendors (e.g., IT support, utility providers, office equipment technicians, and stationery suppliers).

• Procurement: Manages the inventory and ordering of office supplies, kitchen essentials, and branded materials while staying within the departmental budget.

• Mail & Logistics: Oversees incoming and outgoing mail, deliveries, and courier services.

• Recordkeeping: Maintains and organizes physical and digital filing systems, ensuring compliance with company data privacy standards.

• Administrative Support: Provides high-level administrative assistance to the Executive team as needed and assists in the coordination of company events or staff meetings.

III. Financial & Customer Logistics

• Billing Oversight: In collaboration with the Finance department, completes all residential billing functions and provides backup support for commercial billing when necessary.

• Accounts Receivable: Monitors credit card transactions; ensures all payments are processed and proactively follows up with account holders regarding declined payments.

• Reporting: Prepares and analyzes regular reports regarding account usage, receivables, and team performance metrics.

• Onboarding & Maintenance: Exercises precise attention to detail when onboarding new customers and ensures all existing customer accounts are kept accurate and up to date.

• Sales Support: Ensures customers are fully informed regarding special promotions, "Pre-Buy" options, and Budget Programs.

• Inter-Departmental Liaison: Maintains fluid communication between Customer Service, Dispatch, and the Service department to ensure seamless fuel deliveries and service calls.

QUALIFICATIONS

• Experience: 6-10 years of experience in office management or customer service leadership. (Experience in the energy/fuel industry is highly preferred).

• Education: Bachelor's Degree in Business Administration, Communications, or a related field.

• Leadership: Proven track record in a supervisory role with a strong emphasis on mentorship and team building.

• Disposition: Ability to remain calm, professional, and solution-oriented in a fast-paced, high-pressure environment.

• Technical Skills: Expert-level proficiency in Microsoft Office Suite (Word, Excel, Outlook).

• Availability: Ability to work extended hours as necessary, particularly during peak winter demand seasons.

PREFERRED SKILLS

• Industry Software: Direct experience with Blue Cow and Ignite software.

• Linguistic Skills: Bilingual in English and Spanish.

• Industry Knowledge: Prior experience working specifically for a heating oil or propane delivery company.