Customer Care Representative

2 months ago

Portsmouth, United States Sprague Full time

Sprague is passionate about delivering the diverse products and programs that warm, power and move the world. We keep homes warm through Northeastern winters and hospitals cool through summer. We help small businesses focus on serving their communities, and our renewable fuels keep our country's infrastructure running. From importing wind energy components to deploying leading-edge solar technology to help power terminal facilities, we are committed to continually evolving to meet our customers' changing energy needs.

Our Culture

We recently surveyed our employees to ask them their favorite part of the job. They answered, "The people I work with."

In addition to great coworkers, you'll enjoy perks like medical benefits and retirement contributions that start on your first day. Employees start with three weeks (15 days) of paid vacation time per year Sprague also provides tuition reimbursement for any employee that would like to further their education. Do you like to get involved where you work? Is giving back important to you? It's important to us, too Sprague donates back to the communities in which we live and work every year and provides opportunities for employees to support various charities throughout the year. In addition, Sprague offers paid volunteer time to allow employees to support charities which are meaningful to them in the communities in which they live. Sprague has a range of committees to support varying initiatives (Sustainability, Charitable, Scholarship, Innovation, FunForce, etc.). Sprague is a place that cares about its employees, its community, and about creating a place where people want to come to work every day.

Plus, we have some great benefits

  • 401(k) Traditional and Roth plans with employer match of 100% of the first 6% of the employee's contribution
  • Defined Contribution Plan with an automatic contribution from Sprague
  • Paid Volunteer Time
  • Flexible Working Policy
  • Choice of high deductible and PPO Health Plans to fit your individual needs
  • Wellness Program
We want to hear from you

Our Customer Care Representative is the primary contact role for customer requests regarding all Customer Service processes, procedures, and information, including, but not limited to: order taking, product delivery, pricing, terminal access, billing, credit, and other customer-related requests for information on products and services. You will serve as liaison between energy customers and Sprague support personnel, this position requires the ability to quickly and effectively reconcile issues or problems and answer all inquiries. You will conduct research, analyze, comprehend, and resolve business problems. In addition, the Customer Service Rep tracks activities to help identify recurring customer needs in an effort to improve the processes, better serve customers and promote positive customer and employee relations. If you are someone who can work well with others, multitask, organize workload and perform under pressure in a fast-paced environment then this is the role for you
  • Serve as member of the Customer Service team responsible for answering customer calls related to energy marketing and delivery across our geographically dispersed sites and departments.
  • Directly or indirectly reconcile basic issues or problems and answer inquiries about products, services or order status, conduct research, and coordinate with other internal departments as necessary
  • Maintain customer account data and record and track customer inquiries within the appropriate system(s)
  • Provide backup coverage as required
  • Participate in ongoing Customer Service training to ensure adequate systems expertise, expedient training of new personnel, and improvement of general skills
  • Produce and maintain process documentation and support projects as needed.
  • Conduct all interactions in a professionally positive tone.
  • Other duties as required.
This opportunity will be hybrid in Portsmouth, NH.

Do you like to solve problems and consider yourself forward thinking? If you are looking for a place to challenge yourself, then Sprague is your place. Sprague employees are dedicated and driven. We work best as a team, knowing that collaboration leads to innovation and the best customer experience. We are looking for hardworking colleagues to join us and help us stay at the forefront of the energy industry, which is where we've been for the last 150 years.

Qualified candidates for this role will have the following:
  • Associate's degree preferred and/or 1-3 years office experience, preferably in an energy industry environment.
  • Excellent verbal and written communication skills, English and Spanish language fluency preferred
  • Effective time management, communication skills, and a willingness to learn
  • Ability to work as part of a team as well as individually using available resources
  • Ability to problem solve and conduct research for customer inquiries.
  • Ability to work well with others, organize workload, perform under pressure in a fast-paced environment
  • Computer skills, including strong knowledge of Microsoft Word, Excel, and Internet Browsers.
  • Familiarity with customer-centric databases is a plus (e.g., Right Angle, Cisco Finesse, JD Edwards, Guardian, TopTech, Salesforce).
  • Exercise sound judgment when directing customer referrals to others. Following up as needed to ensure resolution.
  • Basic knowledge of ergonomic principles and ability to work in an office environment.

Who we are:

Sprague takes a collaborative, customer-centric approach to providing best-in-class energy products and related services throughout the Northeast. Founded in 1870, we pride ourselves on offering customers the expert solutions and high-quality service that help their businesses thrive in any market landscape. Sprague values innovation, safety, integrity and people. We know that our people are what set us apart from our competition, and we work hard to make sure each employee across our 20+ locations knows how important they are to our community.

Come join us to learn why we are consistently celebrating 20-, 30-, and even 40-year anniversaries here at Sprague

Sprague is an EEO/AA employer. We strongly encourage minorities, females, Vets and individuals with disabilities to apply.

As a federal contractor we adhere to OFCCP employment regulations. Click here for OFCCP compliance information

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