Customer Care Representative

Department: Customer Experience

FLSA Status: Non-Exempt

Reports To: Customer Care Supervisor (CCS)

Company Overview

Pinnacle Propane is a leading propane provider in the USA that delivers propane gas for homes and businesses.

Position Summary

The Customer Care Representative (CCR) is expected handle all day-to-day front-office activities. The CCR works closely with the Customer Care Supervisor (CCS) to ensure satisfactory service to the customers. This position furthermore ensures the efficiency and effectiveness of the administrative activities executed in the front office

Essential Job Functions

· Answering calls and handling customer queries

· Adhere to assigned schedule and perform all assigned task

· Provide first level support for customer complaints or issues

· Research / resolve customer inquires

· Discuss with direct supervisor, results of their daily, weekly, and monthly performance

· Accountable for satisfactory daily call answer rate and first call resolutions

COMPETENCIES

· COMMUNICATION – must be able to effectively communicate with teammates, managers and customers

· INTERPERSONAL SKILLS – demonstrates the ability to understand relationship-orientated aspects of social effectiveness and to operate successfully in a variety of social exchanges

· TEAMWORK – possesses the ability to work together toward a common vision

PERFORMANCE MEASUREMENTS

· Independently performs tasks of a routine nature

· Consistently delivers quality work during allotted timeframes

· Demonstrates appropriate organizational skills

· Understands and ensures compliance with company policies and procedures

QUALIFICATIONS AND REQUIREMENTS

Education:

High School diploma, GED

Experience / Abilities:

· Effective communication skills and ability to interact with all employees and customers

· Ability to resolve customer inquiries while maintaining a professional and calm demeanor

· Ability to remain organized and focused on attention to detail in a fast-paced environment

§ Proficient in Microsoft Office Suite or related software

§ Use of Microsoft Office & generally have high level of computer skills

· English, fluent proficiency, verbal and written. Knowledge of Spanish an advantage

TRAVEL AND HOURS

· This position is full-time, standard operating hours

· Minimal travel may be required with this position as part of support responsibilities

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

· employee is regularly required to talk or hear

· employee frequently is required to stand, walk, use hands to finger, handle or feel and reach

· employee is occasionally required to lift office products and supplies, up to 20 pounds

EEO STATEMENT

It is the policy of Pinnacle to provide equal employment opportunities to all individuals regardless of their race, creed, color, religion, sex, age, national origin, disabilities, veteran status, marital status, sexual orientation, military status or any other characteristic prohibited by state or federal law.