Customer Care Representative

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Full Time OPEX Lawrence, KS, US

Job Title: Customer Care Representative

Department: Customer Care

FLSA Status: Non-exempt (Full-Time)

Reports to: Customer Care Supervisor

Pinnacle Propane provides propane fuel and related equipment to residential, commercial, and wholesale customers, including the sale and lease of propane storage tanks.

Why Join Pinnacle Propane?

At Pinnacle Propane, we pride ourselves on delivering safety, reliability, and exceptional customer service. Our commitment to innovation and sustainability positions us as a trusted partner for residential, commercial, and industrial propane solutions. Join us in making a difference in our community by providing top-notch propane services that power homes and businesses.

We value our employees and offer a comprehensive benefits package to support your well-being and work-life balance. When you join our team, you'll enjoy:

• Great Benefits:
  Including medical, vision, dental insurances, amongst others.
• Life Insurance:
  Financial protection for you and your family.
• Community Volunteering Day: A paid day off to give back to the community and make a difference.
• Paid Time Off:
  Generous PTO and company holidays to relax, recharge, and spend time with loved ones.
• Retirement Savings Plan:
  Employer contributions to help you save for the future.

Position Summary

The Customer Care Representative (CCR) is expected to handle all day-to-day front-office activities. The CCR works closely with the Customer Care Supervisor (CCS) to ensure satisfactory service to the customers. This position furthermore ensures the efficiency and effectiveness of the administrative activities executed in the front office.

In addition to core customer care responsibilities, CCRs may be required to assist with propane bottle refilling as needed. The company will provide all necessary training and ensure proper licensing for this task. Candidates should be comfortable following safety protocols and handling propane equipment in compliance with regulatory standards.

• Answering calls and handling customer queries
• Adhere to assigned schedule and perform all assigned task
• Provide first level support for customer complaints or issues
• Research / resolve customer inquires
• Discuss with direct supervisor, results of their daily, weekly, and monthly performance
• Accountable for satisfactory daily call answer rate and first call resolutions

COMPETENCIES

• COMMUNICATION – must be able to effectively communicate with teammates, managers and customers
• INTERPERSONAL SKILLS – demonstrates the ability to understand relationship-orientated aspects of social effectiveness and to operate successfully in a variety of social exchanges
• TEAMWORK – possesses the ability to work together toward a common vision

PERFORMANCE MEASUREMENTS

• Independently performs tasks of a routine nature
• Consistently delivers quality work during allotted time frames
• Demonstrates appropriate organizational skills
• Understands and ensures compliance with company policies and procedures

Qualifications

• Education:
  
  High school diploma or equivalent required

Experience / Abilities:

• Effective communication skills and ability to interact with all employees and customers
• Ability to resolve customer inquiries while maintaining a professional and calm demeanor
• Ability to remain organized and focused on attention to detail in a fast-paced environment
• Proficient in Microsoft Office Suite or related software
• Use of Microsoft Office & generally have high level of computer skills
• English, fluent proficiency, verbal and written. Knowledge of Spanish an advantage

Travel and Hours

• This position…