Description:
Energy North Inc is one of the largest wholesale distributors of fuel in New England.
Alongside our wholesale operations, Energy North Retail manages 72 gas stations, convenience stores, car washes, and food service locations.
Our renowned Haffner's brand operates gas stations and car washes in Massachusetts, New Hampshire, and Maine.
We also distribute heating oil and propane, while providing HVAC services to 45,000 customers in Massachusetts, New Hampshire, and Southern Maine.
As a result, Energy North Inc is continuously growing and solidifying its position as a regional leader in all business markets.
Our company is fueled by family and deeply values integrity and safety in all aspects of our operations.
We prioritize building strong relationships, consistently doing the right thing, and ensuring safety remains a top priority.
With a dynamic and forward-thinking approach, Energy North Group continues to make significant strides as a regional leader across diverse business markets.
We cultivate a culture of growth, innovation, and excellence, offering exciting opportunities for talented individuals to join our team and contribute to our ongoing success.
Job Summary
This position is accountable for providing Haffner’s customers with an outstanding, positive customer experience.
Specific Responsibilities:
Provide outstanding, positive customer service to Haffner’s customers via telephone, email, and lobby visits.
Answer initial and follow up calls from customers who have delivery, service, and technical support issues, with the ability to take full ownership of the issue from start to finish.
Responds to inquiries by utilizing approved scripting and established SOPs to research and clarify desired information.
Provides follow up when escalation or alternative solutions are required.
Develop new business opportunities with existing customers by promoting company products and services.
Maintains required documentation for new and existing customers.
Input data/call documentation/notes into the company computer platform (i.
e.
Cargas) at the time of the interaction to keep each customer record updated.
The ability to deal with the demand of fast paced and high-volume operation.
Adheres to schedules and work time availability guidelines set forth by management.
Supports Finance Department by making accounts receivable calls and processing statements.
Performs other related duties, or duties that maximize the individual’s knowledge and contributions, at the discretion of the Customer Service Manager and Customer Service Site/Team Lead.
Requirements:
Leadership, Education and Training Requirements:
Absolute commitment to customer satisfaction, including timely issue resolution and proactive customer outreach.
Concise, effective verbal and written communications skills, with strong conflict resolution abilities and the ability to empathize with customers.
Ability to excel both individually and as part of a larger team.
Capability to execute tactically by organizing multiple processes, and prioritizing duties, in a multitasking and rapidly changing work environment.
Willingness to participate in mandatory training sessions that grow product knowledge and promote stronger customer satisfaction.
Technical Requirements:
Prior customer service experience, particularly in a high-volume environment, preferred.
For certain offices, availability to work varied shifts at peak times, including evenings and weekends.
Proficient in MS Excel, Outlook, PowerPoint, and Word, as well as web-based applications.
Required Qualifications:
Minimum of 3 years of customer service experience, preferably in a call center environment.
Minimum of 1 year experience in the Heating and Energy sector.
Job Environment:
While performing the duties of this job, the employee is regularly required to sit, stand, reach, and lift.
The employee must regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 10 pounds.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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