Customer Service Representative

Haffner's; Ayer (MA); On-site; USD 28,000 - 33,000; Full time

Benefits offered by this job

Employee discounts

Medical, Dental, and Vision Insurance

401K Retirement Plan with CompanyMatch

Paid Time Off

Company Paid Life Insurance

Disability Insurance

Job summary

Haffner's is seeking a dedicated Customer Service Representative to enhance customer satisfaction through exceptional service. This position requires a commitment to resolving issues and promoting services via various channels, including phone and email.

Join a team that values family, integrity, and safety while providing fuel distribution and HVAC services across New England. Your contributions will help shape a dynamic organization dedicated to customer care and safety.

Qualifications

• Minimum of 3 years of customer service experience, preferably in a call center environment.
• Minimum of 1 year experience in the Heating and Energy sector.
• Prior customer service experience, particularly in a high-volume environment, preferred.

Responsibilities

• Provide outstanding customer service via telephone, email, and lobby visits.
• Answer calls from customers with delivery, service, and technical support issues.
• Develop new business opportunities with existing customers.

Skills

Customer service experience

Conflict resolution

MS Excel

Effective communication

Tools

Cargas

Outlook

PowerPoint

Word

Job description

Description

Hourly Rate is based on a range of factors that include relevant experience, knowledge, skills, and other job-related qualifications. For the purpose of this role, the minimum opportunity is: $20 - $24 per hour

Benefits

• Employee Discount on gasoline, and residential propane and oil
• Employee discounts
• Medical, Dental, and Vision Insurance
• 401K Retirement Plan with Company Match
• Paid Time Off
• Company Paid Life Insurance and Optional Life Insurance
• Short-Term and Long-Term Disability
• Critical Illness and/or Accident Insurance

Job Summary

This position is accountable for providing Haffner’s customers with an outstanding, positive customer experience.

Required Qualifications

1. Minimum of 3 years of customer service experience, preferably in a call center environment.
2. Minimum of 1 year experience in the Heating and Energy sector.

Specific Responsibilities

• Provide outstanding, positive customer service to Haffner’s customers via telephone, email, and lobby visits.
• Answer initial and follow up calls from customers who have delivery, service, and technical support issues, with the ability to take full ownership of the issue from start to finish.
• Responds to inquiries by utilizing approved scripting and established SOPs to research and clarify desired information. Provides follow up when escalation or alternative solutions are required.
• Develop new business opportunities with existing customers by promoting company products and services.
• Maintains required documentation for new and existing customers.
• Input data/call documentation/notes into the company computer platform (i.e. Cargas) at the time of the interaction to keep each customer record updated.
• The ability to deal with the demand of fast paced and high-volume operation.
• Adheres to schedules and work time availability guidelines set forth by management.
• Supports Finance Department by making accounts receivable calls and processing statements.
• Performs other related duties, or duties that maximize the individual’s knowledge and contributions, at the discretion of the Customer Service Manager and Customer Service Site/Team Lead.

Requirements

Leadership, Education and Training Requirements

• Absolute commitment to customer satisfaction, including timely issue resolution and proactive customer outreach.
• Concise, effective verbal and written communications skills, with strong conflict resolution abilities and the ability to empathize with customers.
• Ability to excel both individually and as part of a larger team.
• Capability to execute tactically by organizing multiple processes, and prioritizing duties, in a multitasking and rapidly changing work environment.
• Willingness to participate in mandatory training sessions that grow product knowledge and promote stronger customer satisfaction.

Technical Requirements

• Prior customer service experience, particularly in a high-volume environment, preferred.
• For certain offices, availability to work varied shifts at peak times, including evenings and weekends.
• Proficient in MS Excel, Outlook, PowerPoint, and Word, as well as web-based applications.

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 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

About us

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," "Always do the right thing," and "Safety...In everything we do." Join us and be a part of a dynamic, forward-thinking organization that's shaping the future across diverse business markets.

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.

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