Customer Service Representative - Fuel Industry

Customer Service Representative - Fuel Industry

Company: Energy North Group

Hourly Rate: $20.00 per hour (range $20-$24). This role is paid on an hourly basis.

Full-time

This position is accountable for providing Haffner’s customers with an outstanding, positive customer experience.

• 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.

• 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, taking full ownership of issues from start to finish.
• Respond to inquiries by utilizing approved scripting and established SOPs to research and clarify desired information; provide follow‑up when escalation or alternative solutions are required.
• Develop new business opportunities with existing customers by promoting company products and services.
• Maintain required documentation for new and existing customers.
• Input data, call documentation, and notes into the company computer platform (i.e., Cargas) at the time of the interaction to keep each customer record updated.
• Operate effectively in a fast‑paced, high‑volume environment.
• Adhere to schedules and work‑time availability guidelines set forth by management.
• Support the Finance Department by making accounts receivable calls and processing statements.
• Perform other related duties at the discretion of the Customer Service Manager and Customer Service Site/Team Lead.

• Absolute commitment to customer satisfaction, including timely issue resolution and proactive customer outreach.
• Concise, effective verbal and written communication 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, rapidly changing work environment.
• Willingness to participate in mandatory training sessions that grow product knowledge and promote stronger customer satisfaction.

• Prior customer service experience, especially in a high‑volume environment, preferred.
• For certain offices, availability to work varied shifts at peak times, including evenings and weekends.
• Proficiency in MS Excel, Outlook, PowerPoint, Word, and web‑based applications.

Roles require sitting, standing, reaching, and lifting up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Employee Discount on gasoline, residential propane and oil.
• Medical, dental, and vision insurance.
• 401K retirement plan with company match.
• Paid time off.
• Company paid life insurance and optional life insurance.
• Short‑term and long‑term disability.
• Critical illness and/or accident insurance.

Haffner's is a regional leader in wholesale fuel distribution across New England, operating 72 stations, convenience stores, car washes, and food service locations. We offer heating oil, propane, and HVAC services to 45,000 customers. Our culture is built on growth, innovation, and the values of “Fueled by Family,” “Always do the right thing,” and “Safety in everything we do.”

Haffner’s is committed to equal employment opportunity and provides reasonable accommodations to those with physical and/or mental disabilities. We value diversity and do not discriminate based on race, color, gender, age, religion, sexual orientation, disability, veteran status, or any other protected characteristic.

Mid‑Senior level

Full‑time

Oil and Gas