Description

The Regional CSM’s primary responsibilities will be to provide support and direction to regional office per Regional Branch Manager and the Corporate Office. Employee will be responsible to complete and assign tasks, follow up, train and provide support within the regional office to ensure all deadlines are met and that the branches are operating according to established company guidelines/policies and procedures. Employee must have the ability to assist and coordinate duties within the regional office, encompassing all Customer Service Representative Duties. Employee must have the ability to participate in the hiring process, lead, select, train, evaluate and provide feedback on co-workers. The employee represents Lakes Gas Co. and must be professional, courteous and friendly. The Regional CSM needs to be a team player, who will work closely with and mentor all Customer Service Representatives within their region while supporting the corporate office activities.

Requirements

• Experience in managing and training operational processes in supporting customer transactions including:
• Working knowledge and technical comprehension of business systems supporting customer interactions. 
• Ability to complete and assign tasks, follow up, train and provide support within regional office to ensure all deadlines are met.
• Ensure compliance that the branch is operating per established company guidelines/policies and procedures. .
• Willing to explore, critique, forward ideas and work with the corporate office to implement improvements and directions to streamline actions for the company. 
• Ability to lead and effectively communicate corporate directions to co-workers within regional office while cross training coworkers on office duties and procedures.
• Experience in managing employees ranging from screening resumes/hiring through performance feedback.
• Required problem solver, must work with Regional Manager to devise performance improvement plans or changes to make the work flow more efficient.
• Employee must have completed CETP Propane Basics for Office Personnel to learn propane industry
• Responsible for the daily interaction with customers including walk-in, telephone or email interactions.
• Responsible for the cash and credit card activities while performing account reconciliations.
• Responsible for training, development and input for evaluation of co-workers within Regional office.
• Responsible to perform administrative duties throughout regional office.
• Branch and Region responsibility on records of accounts, orders, tank inventory, and gas inventory.
• Follow specific procedures when turning in daily work.
• Able to demonstrate a safety-minded attitude that is aware of the surroundings.
• Understands that the customer is why we exist, their needs trump all. Need to encourage support for customer retention and reinforce strategies for growth.
• Must be willing to take on additional duties.
• Capability to assist coworkers and provide technological support by troubleshooting PC and printer related issues in their region. 
• Capable of tracking, assessing, maintenance and ordering of office equipment and supplies for the Regional Branch office. 
• Ability to travel within Regional Area as required. 
• Maintain accurate records, reports and files. 
• Ability to work with and respectfully interact with other employees and/or customers.
• Team player with the ability to build a cohesive, collaborative, and goal-oriented team with a hands on approach.
• Conduct self in a professional business-like manner with customers, co-workers, and managers.
• Must communicate with co-workers to ensure tasks are completed timely and accurately.
• Work with minimum supervision, follow published and verbal standards, guidelines, policies and procedures developed by Lakes Gas Co., state, federal and local laws.
• Understands the need to be inclusive and that separate branches now operate as one unit.
• Understands there are many moving parts within a regional branch and can successfully complete many tasks within the same day