Service Intake & Triage Specialist

Superior Plus Propane; Northern (KY); Hybrid; USD 25,000 - 31,000; Full time

Job summary

Superior Plus Propane is seeking a Service Intake Representative to be the first point of contact for customers requesting technical services. You will capture service requests, verify details, and initiate work orders to ensure timely resolution.

You will collaborate with Service Coordinators, Technicians, and Operations to maintain high customer satisfaction and operational excellence, handling emergencies, triage, scheduling, and compliant documentation.

Qualifications

• At least 2 years in a customer service role; call center experience preferred.
• Experience in service-related support and work order creation.
• Proficient with computers, MS Office, scheduling systems, and CRM tools.
• Knowledge of customer service best practices and KPIs; strong phone etiquette.
• Able to work independently within established procedures and escalation guidelines.
• Legal authorization to work in the US; no visa sponsorship.

Responsibilities

• Handle incoming emergency and serious incident calls.
• Escalate emergency and serious incident calls per protocol and triage to appropriate teams.
• Adhere to company policy and procedures.
• Receive and process incoming service requests via phone, email, or digital platforms.
• Gather and verify essential details (customer information, service type, urgency, compliance requirements).
• Provide clear communication on next steps, timelines, and expectations.
• Create accurate service work orders in the system, ensuring all required fields are completed.
• Assign priority levels based on customer needs and company guidelines.
• Maintain records of all interactions and updates for audit and compliance purposes.
• Monitor intake queues and escalate urgent requests to appropriate teams.
• Confirm appointments with customers and handle rescheduling when necessary.
• Address basic customer inquiries and troubleshoot common issues before escalation.
• Collaborate with internal teams to resolve discrepancies or delays in service initiation.
• Adhere to established customer experience protocols and service level agreements (SLAs).
• Ensure all documentation meets internal and external compliance requirements.
• Ability to cross-train in all customer service functions and take on those duties as needed.
• Performs other related duties as assigned.

Skills

Customer service

Call center experience

CRM tools

Microsoft Office

Scheduling systems

Phone etiquette

Independent worker

Escalation guidelines

Education

High school diploma

Post-secondary education preferred

Tools

CRM systems

Microsoft Office

Scheduling software

Job description

Superior Plus Propane is seeking a Service Intake Representative to be the first point of contact for customers requesting technical services. You will capture service requests, verify details, and initiate work orders to ensure timely resolution.

You will collaborate with Service Coordinators, Technicians, and Operations to maintain high customer satisfaction and operational excellence, handling emergencies, triage, scheduling, and compliant documentation.