Area Customer Service Manager

4 weeks ago

Dothan, United States ThompsonGas Full time

ThompsonGas is the nation’s fastest growing propane retailer, and we are looking for innovative, outside of the box thinkers who want to make an impact. We are rethinking the way we do business and, as a result, our employees are empowered to take an idea and run with it. If you are looking for an environment that will allow you the freedom to drive change, create an unrivaled customer experience and have fun while you’re doing it – then ThompsonGas is for you


We are currently seeking an Area Customer Service Manager for our South Alabama market. This position will support our unprecedented growth by leading a team of sales and service representatives. The ideal candidate is a big picture thinker, self-sufficient and someone who thrives in a fast-paced environment. The Area Customer Service Manager will lead a team and drive the highest possible level of sales and customer service activity. They will be responsible for evaluating, training, staffing and coaching team members to improve productivity and establish best practices. They will work both strategically and tactically to improve overall company performance. This position will report to the Area Vice President.


Major Job Duties:

  • Lead a team of sales and customer service professionals by establishing clear, measurable and realistic expectations and by providing training and guidance on sales, customer service and systems
  • Track and analyze Key Performance Indicators, identifying trends and developing strategic recommendations
  • Monitor staff workloads and call metrics to develop procedures that support efficiency
  • Achieve customer service objectives by contributing customer service and sales information and recommendations through strategic plans and reviews; preparing and completing action plans; implementing production, and customer-service standards
  • Maximize performance by providing help desk resources and technical advice to maximize the effectiveness of back office software and customer portal
  • Resolve escalated customer inquiries including, but not limited to pricing, billing, documenting complaints and setting up new accounts
  • Provide leadership through long-range forecasting and planning and real-time support
  • Anticipate the impact of changing business and adjust accordingly
  • Other duties as assigned


Education and Experience:

  • Bachelor’s degree in business and/or other relevant education/experience
  • Up to 10+ years of customer service experience; with at least 5 years in a supervisory role
  • Experience in a call center environment required
  • Experience driving and coaching sales goals
  • Ability to translate your skills to other employees through mentoring and training
  • Excellent communication skills
  • Excellent interpersonal skills to deal with customers/employees
  • Demonstrate high level of energy, imitative, professionalism and organizational skills
  • Ability to work in a fast paced environment
  • Able to work a flexible schedule, to include possible weekends; Travel 40-50%


Perks With Us:

  • Medical, Dental, Vision, and 401k with IMMEDIATE eligibility
  • Company Paid Disability and Life Insurance
  • Paid sick, vacation and holiday time off that increases with tenure
  • Employee training programs with career development/advancement opportunities
  • Employee recognition program
  • Quarterly bonus potential
  • Paid maternity leave
  • Tuition reimbursement program
  • Wellness Programs with prizes


This is a safety sensitive position. Your job performance will impact the health and safety of our customers, our employees and other individuals, as well as your own health and safety. A pre-employment drug screening, including but not limited to screening for the presence of THC, will be required, except where prohibited by law.


ThompsonGas provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ThompsonGas complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.

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