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Client Relations Specialist

2 months ago

Eliot, Maine, United States Haffner's Full time
Job Overview

About Haffner's: A family-oriented company driven by principles of integrity and safety.

Company Profile: Haffner's stands as a key player in the wholesale fuel distribution sector across New England, operating a network of gas stations, convenience stores, car washes, and food service outlets. Our esteemed brand is recognized throughout Massachusetts, New Hampshire, and Maine.

Our Services: Beyond fuel distribution, we provide heating oil, propane, and HVAC solutions to a vast customer base of 45,000, underscoring our commitment to safety and integrity in every aspect of our operations.

Company Culture: Our workplace is built on values of growth, innovation, and excellence. As part of our workforce, you will play a vital role in our success, embodying our core values of "Fueled by Family," "Always do the right thing," and "Safety...In everything we do."

Position Summary: This role is dedicated to delivering exceptional customer experiences to Haffner's clientele.

Key Responsibilities:

  • Deliver exemplary customer service through various channels including phone, email, and in-person interactions.
  • Manage customer inquiries and follow-up communications, taking full responsibility for issue resolution.
  • Utilize approved scripts and established procedures to provide accurate information and follow up on escalated issues.
  • Identify and develop new business opportunities with current customers by promoting our products and services.
  • Maintain accurate records for both new and existing customers.
  • Document interactions in the company database promptly to ensure customer records are current.
  • Thrive in a fast-paced, high-volume environment.
  • Adhere to scheduled work hours and availability as determined by management.
  • Assist the Finance Department with accounts receivable communications and processing.
  • Perform additional duties as assigned by the Customer Service Manager or Team Lead.

Qualifications:

Leadership and Skills:

  • Strong commitment to customer satisfaction with a focus on timely resolutions and proactive outreach.
  • Excellent verbal and written communication skills, with a knack for conflict resolution and empathy.
  • Able to work independently as well as collaboratively within a team.
  • Proficient in managing multiple tasks in a dynamic work environment.
  • Willingness to engage in mandatory training to enhance product knowledge and customer satisfaction.

Technical Skills:

  • Previous experience in customer service, especially in a high-volume setting, is preferred.
  • Availability to work varied shifts, including evenings and weekends, as required.
  • Proficient in Microsoft Office Suite and web-based applications.

Required Experience:

  1. At least 3 years of customer service experience, ideally in a call center environment.
  2. A minimum of 1 year of experience in the Heating and Energy sector.

Work Environment:

This position requires regular sitting, standing, reaching, and lifting. Employees may need to lift and/or move items weighing up to 10 pounds. Reasonable accommodations will be provided for individuals with disabilities to perform essential job functions.

Benefits:

  • Employee discounts on fuel and residential propane and oil.
  • Comprehensive medical, dental, and vision insurance.
  • 401K retirement plan with company matching.
  • Paid time off.
  • Company-paid life insurance and optional coverage.
  • Short-term and long-term disability insurance.
  • Critical illness and/or accident insurance.

Compensation:

Hourly rate/salary is determined based on a variety of factors including relevant experience, skills, and qualifications. The minimum compensation for this role is:

$18.00 per hour.