Customer Service Rep

Johnston's Propane; Town of Fulton (NY); On-site; USD 19,000 - 26,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

HSA and FSA

401(k) with company match

EAP

Life insurance

Paid holidays and time off

Disability coverage

Job summary

Johnston's Propane in Fulton, NY seeks a customer service–oriented team member to support calls, billing, scheduling, and delivery coordination. You will partner with the General Manager and service teams to ensure customers get what they need accurately and on time, helping homes and businesses stay warm and powered.

Responsibilities include handling inbound and outbound calls, resolving issues, maintaining records across multiple systems, and assisting with route paperwork and accounts payable

Qualifications

• High school diploma or GED required and 1–2 years in customer service.
• Ability to manage billing inquiries and scheduling with accuracy.
• Reliable attendance and adherence to processes.

Responsibilities

• Handle inbound and outbound customer calls with clear, respectful communication
• Support retention and resolve concerns to close issues
• Assist with daily route paperwork and account updates
• Provide administrative support including documentation and forecasting
• Support accounts payable processing and other office operations as needed

Skills

Customer service

Phone support

Data accuracy

Attendance reliability

Multisystem tracking

Education

High school diploma or GED

Tools

Billing systems

Routing software

Job description

Every interaction a customer has with Johnston's Propane shapes how reliable, responsive, and trustworthy we feel as their propane provider. In this role, you'll be the person who turns everyday service moments calls, questions, fixes into long-term customer relationships that keep homes warm, businesses running, and communities powered. What you do directly supports customer retention, smooth operations, and growth across our service areas.

What You'll Do

You'll work at the center of customer communication and internal coordination, partnering closely with your General Manager, Service Center, and delivery teams to make sure customers get what they need accurately and on time.

• Handle inbound and outbound customer calls with clear, respectful, solution-focused communication
• Support customer growth and retention efforts by resolving concerns, following up, and ensuring issues are fully closed
• Participate in outbound campaigns to retain customers, win back lost accounts, and collect on past-due balances
• Assist with daily delivery and service operations by resolving routing exceptions and updating customer accounts
• Provide administrative support including documentation, reporting, route paperwork, scanning, and account accuracy (billing and forecasting)
• Depending on location, assist with accounts payable processing and other office operations

What success looks like after 90 days:
You're confidently handling customer calls end-to-end, proactively identifying issues before they eliminate, supporting retention efforts, and keeping customer and routing records accurate with minimal oversight.

What You'll Actually Do in Your First 30 Days

• Learn EDP's customer systems, routing processes, and service workflows through hands-on training
• Begin handling inbound customer calls independently, with guidance on more complex issues
• Partner with the General Manager to understand customer retention goals and current challenges
• Support daily route paperwork, documentation, and customer account updates to maintain clean, accurate records

Must Have

• High school diploma, GED, or equivalent experience
• 1-2 years of professional customer service experience
• Comfort handling phone-based conversations with customers about service, billing, and scheduling
• Ability to track details accurately across multiple systems and documents
• Reliable attendance and the ability to follow established processes

Nice to Have

• Experience in utilities, energy, logistics, or service-based industries
• Familiarity with billing systems, route management, or customer account maintenance
• Experience supporting retention, collections, or outbound calling campaigns
• Prior administrative or office operations experience
• Exposure to accounts payable or basic finance processes

What We Offer

In addition to competitive wages ($17 per hour), we offer a comprehensive benefits package designed to support your physical, financial, and personal well-being:

• Medical, dental, and vision insurance options
• Health Savings Account (HSA) and Flexible Spending Account (FSA)
• 401(k) with company match
• Employee Assistance Program (EAP)
• Voluntary life, AD&D, and short-term disability coverage
• Paid holidays and time off
• $50,000 basic life/AD&D and long-term disability at no cost

Our Culture

We're a growing company with deep roots in local communities, and we take pride in doing right by our customers and each other. People here are practical, supportive, and straightforward, we work hard, help when things get busy, and value trust over hierarchy.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.