Customer Service Representative

4 weeks ago


Muskegon, United States Wesco Full time
Description

Position Title: Customer Service Representative

Primary Function: Provide excellent customer service and maintenance.

Reports To: Customer Service Team Leader

Functions: Various functions may include setting appointments, billing, maintaining customer files and data entry, creating a bank deposit, customer service, mass mailings, maintain knowledge of propane safety and township permit requirements. Communicating with and providing service to other team members and misc front desk functions.

Qualifications: Excellent customer service, organization and attention to detail skills are a must. Pleasant attitude and personality are required. Proficiency in Microsoft Office, Excel and Outlook are required.

PHONE /WEBSITE DUTIES-?

?
  • Answer phone calls & assist customers?with orders?
  • Respond to?Answer United?messages?
  • Reply?to any?customer?inquiries from our?Destwin?website?
  • Create fuel oil accounts as needed for new customers.? Mail welcome letter?with credit app.?
  • Coordinate with Cody in Graphics for any updates?or new season info?needed on website.?
  • Campaign to get customers with Wesco Rewards.? Mail out cards and note in ADDS.?
CASH/ CREDIT CARD/RECONNET-?
  • Create daily deposits for?cash?transactions?that are?taken to bank?
  • Process?credit card payments, post to E3?&?Destwin.?
PROPANE-?
  • Communicate with propane customers & coordinate appointments for tank sets?into?Greg's?Outlook.???
  • If needed, call MISSDIG and order checks for permits.? Ready packets.?
  • Input?the?completed tank set info into ADDS & update K-factors if keep-fill delivery status.?
  • If propane tank?sets need additional action (trenching, documentation,?etc) - make an appt for 2 weeks or later if needed.?
  • Maintain propane customer files, permits, inspections & additional paperwork.? File?work?orders.?
  • Keep supply of propane packets available for mailing.?
  • New propane season-gather all supplies needed for mailing new pricing for upcoming season.?
  • Assist propane customers that inquire on pre-buying their propane.? Change matrix, adjust lock-in fee.?
  • Update ADDS with customers who wish to use market pricing instead of lock-in-pricing.? Remove lock-in fee and change matrix.?
  • Assistance in propane promotions?with?mailing, tracking?response and setup.?
  • Complete work orders for safety checks needed for run-outs.? Mail letter re: needed time frames for deliveries & charges.?
  • Year-end review for propane accounts?on Exceptions List?regarding usage, exceptions to?fees,? and?update matrixes as needed.?
  • Outstanding work orders are queried, researched and shown as complete or voided.?
MISCELLANEOUS-?
  • Check on paper?supply for copy and fax machine.?
  • Change out toners and/or drums when needed.??
  • Make supply of Ck by phones or fax slips for office use.?
  • Learn?misc?duties of front desk
Requirements
  • Excellent customer service.
  • Organization and attention to detail skills.
  • Pleasant attitude and personality.
  • Proficiency in Microsoft Office, Excel and Outlook.


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