Customer Service Representative

Position: CUSTOMER SERVICE REPRESENTATIVE
Location: California

## Description

OVERVIEW:

The Burch Oil Company is a regional leader in the distribution of petroleum products and propane. The Company markets its products through Burch Oil, Burch Oil of Charles County and Burch Propane. The Company sells and distributes these products to residential and commercial customers throughout southern Maryland and parts of Virginia.

SUMMARY OF THE POSITION:

Incumbent initiates required action in response to customers’ requests, including service and delivery orders. Maintains customer file information and communicates changes to the appropriate person/department.  Consistently displays knowledge of customer service ethics, principles and procedures.

MAJOR RESPONSIBILITIES:

Answers all customer inquiries and communications via email, phone, or in person as required using solid written and verbal communication.

Receives, processes and verifies the accuracy of orders from customers utilizing the Company computer system and other relevant computer applications, including processing cash payments, credit cards, credit slips and issuing receipts

Ensures and provides quality service to customers

Sets up new customer accounts in Company software utilizing CRMListens to customers’ queries patiently and resolve them promptly

Immediately forwards problems to supervisor

Properly follows up on customer issues to ensure customer satisfaction

Books appointments for the Installation and sales department

Accesses the company’s internal systems and obtains information in order to contact customers regarding scheduling, maintenance, or special events

Drafts the necessary documents, letters, or statements, as well as detailed notes on customers’ accounts as required

Performs assigned system maintenance for various upgrades or company changes

Checks k-factor reports and makes changes as needed

Participates and provides expertise as a member of the customer service departmental team Provides back-up support to other group members, run and mail statements as required while displaying a positive attitude

Attends regular customer service departmental meetings

Assists with credit searches to determine customer’s credit score

Charges customers’ accounts for all extended labor contracts monthly on all accounts according to approved labor contract.

Prepares, processes, and sorts statements using sorting and mailing machines for billing

Mails invoice with letter to customers advising them of new Extended Labor charge, explaining Extended Labor contract.

Charges and/or mails letters to customers advising them that their current warranty is expiring on parts and labor; advises them of the need to purchase a full-service contract for their heating and/or cooling unit; includes price and contract brochures for all service contracts we have available

Checks all renewing contracts for errors on pricing and address before billing

Mails all customer invoices for renewing service contracts on a monthly basis

Assists and manages customer portal

Responsible for Form Stack (online credit applications) and maintains  website Updates the customer service manual with updates and hot fixes

Processes fuel orders online for non-existing customer’s – and/or continues the start- up of new accounts

Assures that payments are made, and all prominent information is correct

Checks for and processes any and all voicemails left from customers

Schedules appointments for sales estimates

Provides Customer Education of Services offered by Burch Oil ( EZP, Service Plans, Automatic Deliveries, Online Payments etc.)Completes other duties as required## Qualifications

REQUIRED SKILLS &

COMPETENCIES:

* High School Diploma or equivalent.
* Two years’ customer service experience
* Proficient with computers
* Able to work with Microsoft Office Suite including Email, Excel and Word
* Able to work with various software systems as required
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