Customer Service Representative (CSR - Walnut Cove)

Position Purpose:
The Customer Service Representative (CSR) serves as the primary point of contact for customers, providing outstanding service and support for all inquiries related to fuel deliveries, (Propane and Natural Gas), and HVAC service appointments, billing, and general account management. This role involves handling inbound and outbound calls, resolving customer concerns, processing orders, and collaborating with field service and delivery teams to ensure customer satisfaction. The CSR contributes to the company’s commitment to safety, reliability, and customer care within the fuel and HVAC service industry.

Typical Job Duties:

• Answer incoming customer calls, emails, and inquiries in a prompt, courteous, and professional manner.

• Schedule fuel deliveries, HVAC service appointments, and maintenance calls in coordination with the dispatch and service teams.

• Process customer orders, service requests, payments, and account updates using company software.

• Address and resolve customer concerns, complaints, or service issues by investigating problems and providing timely, appropriate solutions.

• Communicate service delays, safety advisories, and delivery requirements clearly to customers.

• Educate customers on propane safety, equipment maintenance, and available service plans.

• Maintain accurate and detailed customer records in the company’s database system.

• Assist in outbound call campaigns for service reminders, customer satisfaction surveys, and promotional initiatives.

• Collaborate with delivery drivers, service technicians, and management to ensure smooth coordination of services and efficient problem resolution.

• Support office administrative tasks, including filing, data entry, and report generation as needed.

• Fill propane cylinders (100 lbs. or smaller)

• Sales of propane equipment, such as gas logs and water heaters. Able to answer customer questions about equipment and maintain a current knowledge of equipment types and changes in the industry.

Physical Requirements:
Sitting for extended periods. Occasional standing, walking, and lifting of office materials/ propane cylinders up to 50 pounds.

Working Conditions:
Primarily indoors in an office environment. May involve occasional extended hours during peak heating or cooling seasons or emergency situations.

Equipment and Machines Used:
Computers, telephones, multi-line phone systems, printers, office software, customer management software, and propane cylinder fill pump, (training provided).

Reporting Relationships:
The Customer Service Representative reports directly to the Division Manager and or Customer Service Supervisor. This position does not typically supervise other staff.

Qualifications:

• Education: High school diploma or equivalent required. Associate’s degree or related coursework preferred.

• Related Experience: A minimum of 2 years of customer service experience, preferably in the propane, HVAC, energy, or utility industries.

Job Knowledge/Skills Required:

• Strong customer service and interpersonal communication skills.

• Proficiency in handling multi-line phone systems and customer management software.

• Ability to remain calm, professional, and empathetic during challenging customer interactions.

• Strong organizational and time management abilities.

• Basic knowledge of propane delivery and HVAC service processes preferred.

• Ability to manage multiple tasks while maintaining attention to detail.

• Problem-solving skills and the ability to resolve issues promptly and effectively.

• Competency in using office software, including word processing, spreadsheets, and email.

• Familiarity with safety protocols and emergency response procedures in a propane/HVAC context is a plus.

• Strong teamwork and collaboration skills.

• Familiarity with how to operate propane equipment is a plus.