Lead Customer Service Rep

Hocon Gas - Danbury 86 Payne Rd Danbury, CT 06810, USA

Every interaction a customer has with Hocon Gas shapes how reliable, responsive, and trustworthy we feel as their propane provider. In this role, you’ll be the person who turns everyday service moments calls, questions, fixes into long‑term customer relationships that keep homes warm, businesses running, and communities powered. What you do directly supports customer retention, smooth operations, and growth across our service areas.

You’ll work at the center of customer communication and internal coordination, partnering closely with your General Manager, Service Center, and delivery teams to make sure customers get what they need, accurately and on time.

• Handle inbound and outbound customer calls with clear, respectful, solution‑focused communication
• Support customer growth and retention efforts by resolving concerns, following up, and ensuring issues are fully closed
• Participate in outbound campaigns to retain customers, win back lost accounts, and collect on past‑due balances
• Assist with daily delivery and service operations by resolving routing exceptions and updating customer accounts
• Provide administrative support including documentation, reporting, route paperwork, scanning, and account accuracy (billing and forecasting)
• Depending on location, assist with accounts payable processing and other office operations

What success looks like after 90 days: You’re confidently handling customer calls end‑to‑end, proactively identifying issues before they escalate, supporting retention efforts, and keeping customer and routing records accurate with minimal oversight.

• Learn EDP’s customer systems, routing processes, and service workflows through hands‑on training
• Begin handling inbound customer calls independently, with guidance on more complex issues
• Partner with the General Manager to understand customer retention goals and current challenges
• Support daily route paperwork, documentation, and customer account updates to maintain clean, accurate records

• High school diploma, GED, or equivalent experience
• 3-5 years of professional customer service experience
• Comfort handling phone‑based conversations with customers about service, billing, and scheduling
• Ability to track details accurately across multiple systems and documents
• Reliable attendance and the ability to follow established processes

• Experience in utilities, energy, logistics, or service‑based industries
• Familiarity with billing systems, route management, or customer account maintenance
• Experience supporting retention, collections, or outbound calling campaigns
• Prior administrative or office operations experience
• Exposure to accounts payable or basic finance processes

Pay - $26-30 per hour, depending on experience

In addition to competitive wages, we offer a comprehensive benefits package designed to support your physical, financial, and personal well‑being:

• Medical, dental, and vision insurance options
• Health Savings Account (HSA) and Flexible Spending Account (FSA)
• 401(k) with company match
• Employee Assistance Program (EAP)
• Voluntary life, AD&D, and short‑term disability coverage
• Paid holidays and time off
• $50,000 basic life/AD&D and long‑term disability at no cost

We’re a growing company with deep roots in local communities, and we take pride in doing right by our customers and each other. People here are practical, supportive, and straightforward, we work hard, help when things get busy, and value trust over hierarchy.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.