Customer Service Rep; CSR

Job Title

Customer Service Representative (CSR)

ACT Corporate Office - Hagerstown, MD 21740

$19.00 - $19.00 Hourly

Full Time position

Customer Service

CSR Manager

Due to our continual growth, we have an opening in our Customer Service department. Must have excellent phone skills, computer knowledge, be a team player, and be able to work in a fast‑paced environment. Fuel oil/propane experience is a plus. Full benefits package available.

A customer service representative, or CSR, will act as a liaison, provide product and services information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem‑solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

• Manage large amounts of incoming calls
• Generate sales leads
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers

• High school graduate
• 3‑5 years of experience, industry background preferred
• Intermediate computer skills to include word processing and spreadsheet applications using Microsoft Office products
• Working knowledge of the company’s internal operating system acquired through training and daily use
• Excellent verbal and written communication skills, including the ability to effectively communicate verbally with other employees, customers and outside business contacts
• Basic deductive reasoning skills
• Ability to lift and pull a minimum of 20 lbs

Normal office conditions with occasional exposure to warehouse conditions. Continually uses a telephone and a computer to perform job requirements. Must be able to sit for up to 10 hours per shift, with reasonable accommodation.

• 401(k) and 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance