Customer Support Consultant

Car Gas Inc; Pennsylvania; On-site; USD 42,000 - 64,000; Full time

Job summary

Cargas Systems in Lancaster, Pennsylvania, is hiring a Customer Support Consultant to assist Cargas Energy customers via phone, email and tickets. You’ll troubleshoot issues, deliver user education, and document solutions using Knowledge-Centered Service practices.

Onboarding schedule runs 8:00 am–5:00 pm ET; after onboarding, schedules typically cover 10:00 am–7:00 pm ET. You’ll triage issues, follow playbooks, and ensure first-contact resolution while maintaining SLAs and detailed case notes.

Qualifications

• Associate's degree or equivalent experience.
• 1+ years of experience in a business setting.
• Ability to learn Cargas products, remote support software, and ticketing systems.
• Strong conflict resolution, listening, and communication skills.

Responsibilities

• Provide frontline support by phone, email, and tickets for drivers, technicians, and office users.
• Resolve basic to moderately complex issues while meeting first-reply and resolution time targets.
• Provide clear, accurate user guidance using playbooks and SOPs.
• Triage issues to work toward first-contact resolution while reducing handoffs.
• Document tickets with steps taken, evidence, and logs; follow escalation paths.
• Apply KCS practices by using existing articles and contributing feedback.
• Keep case notes and updates accurate and timely with clear summaries of impact and next steps.
• Support field staff to restore system uptime and provide real-time assistance and workarounds.
• Collaborate with teammates via chat, huddles, and swarms; handoff when needed.
• Identify recurring issues and suggest article updates or investigations.
• Maintain backlog aligned with SLAs and communicate progress to customers and stakeholders.

Skills

Communication

Active listening

Conflict resolution

Education

Associate's degree or equivalent experience

Tools

Zendesk

Job description

About The Role

Cargas is hiring a Customer Support Consultant to support our Cargas Energy customers. In this role, you'll serve as a frontline resource for drivers, technicians, and office users, helping to troubleshoot issues and keep critical operations running smoothly. You'll provide support through phone, email, and ticket channels, deliver user education, and document solutions using Knowledge-Centered Service (KCS) practices. You'll collaborate closely with teammates and elevated issues when needed, all while building foundational expertise in customer support and the Cargas Energy platform.

Work Schedule

During onboarding, this role typically follows a schedule of 8:00 am to 5:00 pm Eastern Time. Following the onboarding period, team members transition into their regular support schedules, which generally provide coverage between 10:00 am and 7:00 pm Eastern Time.

Key Responsibilities

• Provide frontline support by phone, email, and tickets for drivers, technicians, and office users. Resolve basic to moderately complex issues while meeting first-reply and resolution time targets.
• Provide clear, accurate user guidance in all customer interactions, using our playbooks and standard operating procedures.
• Use critical thinking to triage issues and work toward first-contact resolution, helping reduce unnecessary handoffs and channel switching.
• Complete thorough ticket triage and documentation, including steps taken, evidence, and logs or screenshots. Assign each ticket to the right queue and follow the defined escalation path when needed.
• Practice KCS in every interaction by finding and using existing articles, sharing feedback, and strengthening your individual KCS engagement.
• Keep case notes and customer updates accurate and timely. Clearly summarize the impact, decisions, and next steps in each record.
• Support field staff in real time to help restore system uptime, including driver and technician assistance and operational workarounds.
• Collaborate with teammates through chat, huddles, and swarms, and provide clear handoffs when shifts or required skills change.
• Look for recurring customer issues and friction points, and flag patterns that may call for article updates or further investigation.
• Keep your personal backlog aligned with SLAs, and communicate status and progress clearly to customers and internal stakeholders.

Required Qualifications

• Associate's degree or equivalent experience.
• 1+ years of experience in a business setting.
• Ability to learn Cargas products, remote support software, and ticketing systems.
• Strong conflict resolution, listening, and communication skills.

Additional Experience We Value

• Experience with Zendesk or similar ticketing systems.
• Software support experience.
• Experience within the energy or fuel delivery industries.

Who We Are

Cargas is an employee-owned software and consulting company where people do meaningful work and share in the success they help create. There's no one-size-fits-all career path here. You'll have the tools, support, and flexibility to explore opportunities, build your skills, and grow in ways that are meaningful to you while contributing to the success of the company. Built on trust and transparency, we practice open-book management, giving employees visibility into company performance so they're informed, accountable, and connected to our collective goals. Headquartered in Lancaster, Pennsylvania, we're committed to sustainable growth for both our business and our people.

Culture, Values, & Work

Our core values - employee ownership, teamwork, and customer care - guide how we work and support one another. We collaborate across teams, welcome diverse ideas, and foster an environment where people feel empowered to contribute. Work arrangements vary by role and team and are designed to balance exceptional customer care with flexibility for personal needs. Our employee tenure exceeds industry benchmarks, and we've been recognized as a Best Place to Work in Pennsylvania for two decades.

Ownership & Benefits

Employees share in our success through employee ownership, profit sharing, and bonus programs, supported by a competitive total rewards package that includes comprehensive benefits and cost-saving programs focused on mental, physical, financial, and social well-being.

Equal Opportunity Statement

Cargas Systems is an Equal Opportunity Employer. We encourage all applicants who are excited about our company to apply, even if you don't meet every qualification; you may be a great fit for this role or another opportunity at Cargas!