Customer Service Rep; Kona

Customer Service Rep (Kona) Overview

Provides professional and competent customer service regarding applications for Company products or services and in responding to inquiries and complaints; handles accounts receivable processes; and schedules delivery of propane to customers. Inputs and maintains customer and delivery data in appropriate computer systems.

• Handles independently or coordinates with appropriate Company personnel, the administrative aspects of, and response to a variety of customer requirements to include:
  • Service activation. Takes and reviews applications for purchase of products and services; arranges for deposits (where applicable); obtains customer, account, and premise information; initiates and completes service orders; verifies all information for accuracy, etc.
  • Responding to customer requests, inquiries, and complaints such as those regarding service billing, delivery, payments, discontinuation of services, etc.
  • The receipt and processing of payments such as over-the counter payments, cash receipts, etc.; balances daily cash reports and cash postings; prepares records for retention.
  • Works off the DISW file and receivable report, determines disconnection/reconnection of gas services, contacts customers, and make arrangements as necessary.
  • Customer claims. Researches and processes claims regarding invoice payments, charge backs, returns and bad checks, and other inquiries that are referred.
  • Other duties to include:
    Receiving and processing service requests, coordinating the scheduling, and closing service orders; processing accounts payable invoices; administrative support to operations personnel; processing parts and creating requisitions for warehouse operations; maintaining and ordering office supplies; etc.
• Schedules tanker and cylinder routes utilizing a scheduler system (currently the Cargas system) and provides drivers with truck itinerary and data cards to be used in an on-board delivery recording system (currently the Midcom system.). Processes data cards and verifies deliveries completed. Effectuates controls on delivery to delinquent customers.
• Operates a computer terminal or personal computer. Inputs and maintains data in applicable computer systems such as ORCOM and ODS; generates reports and other documents as necessary. Uses other equipment and software such as facsimile and copying machines, two-way radios, paging equipment, printers, bill printers, internet, etc.
• Provides and extends at all times a courteous and tactful demeanor when dealing with all customers, employees or the public, by phone, in person, by mail, or by electronic communications.
• Effectively works as a team member; provides feedback to the supervisor on ways to improve the effectiveness of processes. Discusses or refers issues that he/she cannot resolve with/to the supervisor or manager to ensure proper and efficient customer service.

• High school graduate (or equivalent) with at least one year of business school or equivalent infield work experience.
• Approximately one and one-half years' experience in similar line of work, not less than six months of which must have been as a Customer Service Representative Trainee (Grade
  3).
• Proven accuracy and rapidity in making computations and in balancing accounts.
• Ability to define problems, collect data, establish facts, and draw valid conclusions along with applying concepts such as fractions, percentages, ratios and proportions to practical solutions.
• Must be computer literate and proficient in the use of current software systems (i.e., Microsoft Office, Internet, Windows, customer information systems, etc).

We are proud to be an EEO/Females/Minorities/Veterans/Disabled employer

We maintain a drug-free workplace and perform pre-employment substance testing

Qualified applications with criminal history will be considered for employment