Customer Service Representative

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

Benefits offered by this job

Gasoline discount

Employee discounts

Medical, Dental, and Vision Insurance

401K with company match

Paid time off

Life insurance

Disability insurance

Critical illness/accident insurance

Job summary

Haffner's in New Hampshire is seeking a customer service professional to deliver an outstanding experience for customers via phone, email, and in person. You will handle inquiries, resolve issues end-to-end, and support sales and service activities in a fast-paced environment.

The role requires at least 3 years in customer service, 1 year in the heating/energy sector, and the ability to follow SOPs while building customer relationships. Competitive hourly pay and robust benefits are offered.

Qualifications

• Minimum of 3 years of customer service experience.
• Minimum of 1 year experience in the Heating and Energy sector.
• Ability to handle high-volume calls with strong communication skills.

Responsibilities

• Provide outstanding, positive customer service via telephone, email, and lobby visits.
• Take ownership of delivery, service, and technical support issues from start to finish.
• Research and clarify information using approved scripting and SOPs.
• Promote company products and services to existing customers.
• Maintain documentation for new and existing customers.
• Input data into the company platform to keep records updated.
• Handle fast-paced, high-volume workload and adhere to schedules.
• Support Finance with accounts receivable calls and statements.
• Perform other duties as assigned by management.

Skills

Customer service

Call center experience

Conflict resolution

Tools

MS Excel

Outlook

PowerPoint

Word

Job description

Compensation

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

Job Summary

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

Description

Compensation

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

Job Summary

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

Required 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.

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.

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.

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

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