Customer Service Representative

2 months ago

South Portland, United States Heatable Full time

Heatable is changing the Heating Oil industry. We've developed a sleek, user-friendly smartphone app and website, allowing customers to place an order anywhere, anytime with just a few clicks (or taps). To shake things up even further, we've integrated cutting-edge technology into our delivery system, making deliveries faster, and more efficient than ever. Combined with our unparalleled commitment to customer satisfaction, it's a no-brainer as to why customers are making the switch to Heatable.

Every time we interact with our customers, Heatable is committed to providing a "one-of-a-kind, got to tell my neighbors" Customer experience. To quote one of the many customer reviews,

"Excellent customer service like you just don't get in the world today."

Position Summary:

The primary point of contact for all existing, new, and potential customers to ensure satisfaction at all levels of their time with our company. Performing various administrative and computer-related responsibilities to ensure customer satisfaction and efficiency in our processes. Monitoring Social Media posts and direct messages for customer contact. Responding to business reviews on Google and Facebook business profiles, Coordinating the timely, safe, and efficient delivery of Heating oil. Adhering to Heatable's brand in its entirety to ensure consistency and reliability of our company. Adhering to company guidelines for consistency and reliability in the workplace.

Essential Functions:

  • Courteously engages with customers via phone and email to assist with placing orders online, answer account-related questions, or resolving customer problems as they arise. Strong organizational skills needed to ensure every detailed solution is communicated effectively to customers in a timely manner.
  • Performing new customer account audits when applicable, existing customer account maintenance, updating deliveries, and updating customer logs using the E3 ADDs software, Kentico content management, and Authorize card processing systems.
  • Courteously engaging on brand with customers and prospective customers via social media (Facebook, google reviews, Instagram, etc.)
  • Engaging with our customers physically, through sending out welcome cards, occasion cards, giveaway packages, and brand merchandise on a regular basis.
  • Developing a thorough knowledge of all departments, product specifics, services, and delivery schedules to better assist our customers.
  • Enthusiastically participating in contests and giveaways whenever the opportunity presents itself.
  • Supporting other members of the office staff by cross-training within the department and offering assistance as needed.
  • Performing other miscellaneous office duties such as filing, photocopying, shredding, and sorting of inventory.
Other Tasks:
  • Provide driver and dispatching support when possible, during periods of company growth or expansion.
  • Provide administrative support when possible, during periods of company growth or expansion.
  • Assisting with special projects and/or other work-related duties as assigned.
  • Performs other work-related duties as assigned.
Experience:

Two years of previous customer service experience including computer work is preferred. Familiarity with Microsoft Excel and other Office suite programs, iOS and Android operating systems, various social media platforms such as Facebook, Instagram, X, Google, etc.

Other Attributes Required:
  • Accuracy and attention to detail
  • Strong Verbal and written communication and interpersonal skills
  • Planning and scheduling skills
  • Ability to work as a team player
  • Computer technology skills
  • Ability to hold others accountable
  • A commitment to exceptional customer service
  • Dependability
  • Ability to work in a dynamic environment without distraction
  • Flexibility to work seasonal overtime
  • Problem-solving Skills
  • The ability to adapt to change
Education:

A high school diploma or equivalent is required.

Communication:

This position deals frequently with customers via phone and email and requires confidence in communicating effectively and efficiently with excellent customer relations skills. The Customer Service Representative also works frequently with other employees and interacts with other departments daily. Strong comprehension for proper English grammar, as well as letter and email formatting are expected.

Decisions Made:

This position works as a "trusted advisor" to provide assistance to our customers. They are the first point of contact with our customers, and therefore should be making decisions to ensure the highest levels of satisfaction are met. This includes, but is not limited to, reschedules to accommodate tank runouts, assisting with creating accounts or inputting information, and problem-solving solutions when the capacity for a delivery is not possible. If the dissatisfaction persists, the customer should be referred to the office manager for resolution.

Safety Considerations:

Personal safety considerations relate to proper ergonomics while working in an office. Customer confidentiality to ensure the safety of our customer's virtual and physical data. Other safety considerations relate to the dispatching of Heating Oil to avoid partial deliveries and minimize risk associated with delivery during all kinds of weather and varied delivery situations.

Equipment/Software Used:

Windows-based Workstations, Windows Surface Tablets, ADDS E3 software, Microsoft Office, Microsoft Outlook, Kentico CMS, and additional business software tools.

Work Environment:

The work environment is a fast-paced office setting. Typically, the heating season is more fast paced than the rest of the year.

Physical Requirements:
  • The position requires frequent sitting with some standing and walking
  • There is frequent use of hands and fingers for typing
  • There is frequent communication involving both talking and listening over the telephone
  • Vision requirements include the ability to read printed and handwritten documents and information on a computer monitor.


Weight or Force Moved:

There is seldom a need to lift an object weighing in excess of 25 pounds.

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