Customer Service Representative (CSR - Galax)

United Way of Greenville County; Galax (VA); On-site; USD 32,000 - 42,000; Full time

Job summary

United Way of Greenville County in Galax, VA is seeking a Customer Service Representative to be the frontline contact for propane/HVAC inquiries, scheduling, and billing. This on-site role requires handling calls, updating accounts, and ensuring safety and service quality.

High school diploma and 2 years of customer service experience preferred; propane/HVAC knowledge is a plus. The CSR will work with field staff to coordinate deliveries and service calls, educate customers on safety best

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• Minimum 2 years of customer service experience in propane/HVAC/energy utilities is a plus.
• Ability to use customer management software and office applications.

Responsibilities

• Answer calls, emails, and inquiries promptly in a courteous, professional manner.
• Schedule fuel deliveries, HVAC service appointments, and maintenance calls with dispatch.
• Process orders, payments, and account updates using company software.
• Investigate and resolve customer concerns with timely solutions.
• Communicate delays, safety advisories, and delivery requirements clearly.
• Educate customers on propane safety and equipment maintenance.
• Maintain accurate customer records in the database.
• Support outbound campaigns for reminders and surveys.
• Collaborate with drivers and technicians to coordinate services.
• Assist with filing, data entry, and reporting as needed.
• Fill propane cylinders (100 lbs. or smaller).
• Sell propane equipment and answer questions about equipment types.

Skills

Customer service

Multiline phone systems

Interpersonal communication

Time management

Problem-solving

Teamwork

Office software

Propane knowledge

Education

High school diploma

Associate’s degree preferred

Tools

Customer management software

Microsoft Office

Job description

Customer Service Representative (CSR - Galax) View All Openings

Galax, VA 24333

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Job ID: GA6069-13

Job Description

Position Purpose

The Customer Service Representative (CSR) serves as the primary point of contact for customers, providing outstanding service and support for all inquiries related to fuel deliveries, (Propane and Natural Gas), and HVAC service appointments, billing, and general account management. This role involves handling inbound and outbound calls, resolving customer concerns, processing orders, and collaborating with field service and delivery teams to ensure customer satisfaction. The CSR contributes to the company’s commitment to safety, reliability, and customer care within the fuel and HVAC service industry.

Typical Job Duties

• Answer incoming customer calls, emails, and inquiries in a prompt, courteous, and professional manner.
• Schedule fuel deliveries, HVAC service appointments, and maintenance calls in coordination with the dispatch and service teams.
• Process customer orders, service requests, payments, and account updates using company software.
• Address and resolve customer concerns, complaints, or service issues by investigating problems and providing timely, appropriate solutions.
• Communicate service delays, safety advisories, and delivery requirements clearly to customers.
• Educate customers on propane safety, equipment maintenance, and available service plans.
• Maintain accurate and detailed customer records in the company’s database system.
• Assist in outbound call campaigns for service reminders, customer satisfaction surveys, and promotional initiatives.
• Collaborate with delivery drivers, service technicians, and management to ensure smooth coordination of services and efficient problem resolution.
• Support office administrative tasks, including filing, data entry, and report generation as needed.
• Fill propane cylinders (100 lbs. or smaller)
• Sales of propane equipment, such as gas logs and water heaters. Able to answer customer questions about equipment and maintain a current knowledge of equipment types and changes in the industry.

Physical Requirements

Sitting for extended periods. Occasional standing, walking, and lifting of office materials/ propane cylinders up to 50 pounds.

Working Conditions

Primarily indoors in an office environment. May involve occasional extended hours during peak heating or cooling seasons or emergency situations.

Equipment and Machines Used

Computers, telephones, multi-line phone systems, printers, office software, customer management software, and propane cylinder fill pump, (training provided).

Reporting Relationships

The Customer Service Representative reports directly to the Division Manager and or Customer Service Supervisor. This position does not typically supervise other staff.

Qualifications

Education

High school diploma or equivalent required. Associate’s degree or related coursework preferred.

Related Experience

A minimum of 2 years of customer service experience, preferably in the propane, HVAC, energy, or utility industries.

Job Knowledge/Skills Required

• Strong customer service and interpersonal communication skills.
• Proficiency in handling multi-line phone systems and customer management software.
• Ability to remain calm, professional, and empathetic during challenging customer interactions.
• Strong organizational and time management abilities.
• Basic knowledge of propane delivery and HVAC service processes preferred.
• Ability to manage multiple tasks while maintaining attention to detail.
• Problem-solving skills and the ability to resolve issues promptly and effectively.
• Competency in using office software, including word processing, spreadsheets, and email.
• Familiarity with safety protocols and emergency response procedures in a propane/HVAC context is a plus.
• Strong teamwork and collaboration skills.
• Familiarity with how to operate propane equipment is a plus.