Customer Experience Escalations Specialist

Description

Haffner's: A Regional Leader Fueled by Family, Integrity, and Safety.

At Haffner's, we're more than a company – we're a family. As a prominent wholesale fuel distributor in New England, we've established a strong presence, managing gas stations, convenience stores, car washes, and food service locations. Our renowned Haffner's brand operates across Massachusetts, New Hampshire, and Maine.

We go beyond fuel distribution, offering heating oil, propane, and HVAC services to 45,000 customers across the region. Our commitment to integrity and safety is unwavering; it's in everything we do. We prioritize building relationships and consistently doing the right thing.

Our culture thrives on growth, innovation, and excellence. As a part of our team, you'll contribute to our ongoing success, embracing the core values of "Fueled by Family," "Do the Right Thing," "Safety in Everything We Do” and “Be Resourceful.”

The Customer Experience Escalations Specialist primarily owns escalated customer concerns involving Retail Operations, including convenience stores, fuel stations, and car washes, while also supporting escalations from Heating Operations (HOPS). The role manages assigned cases from intake through resolution and follow-up, coordinates internal partners, keeps customers informed, documents outcomes, and supports service recovery and retention within established policies, approval limits, safety protocols, and operational boundaries.

This is a fully in-office position; remote or hybrid work is not available

• Serve as the primary Customer Experience contact for assigned retail escalations involving stores, fuel stations, car washes, customer transactions, site conditions, service concerns, and customer access issues.
• Receive concerns through phone, email, web form, or internal referral; assess urgency, gather facts, document the issue, and establish next steps.
• Own assigned cases through closure, including customer updates, internal follow-up, documentation, and confirmation of the final resolution.
• Coordinate approved refunds, credits, or other service-recovery actions within delegated authority and company policy.

• Support Heating Operations escalations involving heating service, delivery, billing, payments, account access, no-heat concerns, or service interruptions.
• Partner with Heating Operations, Dispatch, Service, Central Support, Billing, Accounting, and other responsible teams to gather information, coordinate customer communication, and track the issue through resolution.
• Route scheduling, field execution, technical, account-administration, credit, collection, and policy decisions to the appropriate HOPS owner.

• Prioritize safety, no-heat, service interruption, vulnerable-customer, retail-site disruption, and weather-related concerns; immediately route emergency or field-response needs to the responsible team.
• Maintain clear ownership, handoffs, due dates, and status updates while representing the customer perspective and respecting operational, financial, safety, and technical decision rights.
• Escalate matters requiring management approval, legal review, technical expertise, operational action, credit or collection authority, or a policy exception.

• Support retention and service recovery by identifying practical solutions, communicating outcomes clearly, and following through on commitments.
• Track recurring retail and HOPS concerns, handoff failures, and communication gaps; prepare summaries and recommendations for Customer Experience leadership.
• Help maintain case-documentation standards, service procedures, FAQs,…