Customer Service Ambassador

4 weeks ago

South Portland, Maine, United States Heatable Full time
Job Title: Customer Service Representative

Heatable is revolutionizing the Heating Oil industry with its innovative smartphone app and website, allowing customers to place orders anywhere, anytime with ease. Our cutting-edge technology has streamlined our delivery system, making it faster and more efficient than ever. At Heatable, we're committed to providing a unique and exceptional customer experience that sets us apart from the competition.

Job Summary:

The Customer Service Representative will serve as the primary point of contact for all existing, new, and potential customers, ensuring satisfaction at all levels of their interaction with our company. This role involves performing various administrative and computer-related responsibilities to ensure customer satisfaction and efficiency in our processes.

Key Responsibilities:
  • Courteously engage with customers via phone and email to assist with placing orders, answer account-related questions, or resolve customer problems as they arise.
  • Perform new customer account audits, existing customer account maintenance, updating deliveries, and updating customer logs using E3 ADDs software, Kentico content management, and Authorize card processing systems.
  • Courteously engage with customers and prospective customers via social media platforms.
  • Develop a thorough knowledge of all departments, product specifics, services, and delivery schedules to better assist our customers.
  • Enthusiastically participate in contests and giveaways whenever the opportunity presents itself.
  • Support other members of the office staff by cross-training within the department and offering assistance as needed.
Requirements:
  • 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, and other relevant software.
  • 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, commitment to exceptional customer service, dependability, ability to work in a dynamic environment without distraction, flexibility to work seasonal overtime, problem-solving skills, and 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.

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.

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