Customer Service Representative

Full Time New Philadelphia, OH, US

7 days ago Requisition

High school diploma or equivalent.

Customer service, call center, office, or related experience preferred.

Strong verbal and written communication skills.

Strong attention to detail and data-entry accuracy.

Proficiency with computers and the ability to learn new software systems.

Ability to handle multiple priorities in a fast-paced environment.

Ability to remain professional when handling difficult customer situations.

Ability to maintain confidentiality of customer and payment information.

Experience in the energy, propane, fuel, utility, or related industry.

Experience with CRM systems or similar customer/order management software.

Call center or high-volume telephone customer service experience.

Experience with customer retention or complaint resolution.

• Serve as a positive representation of Heritage Cooperative’s Core Values Provide Superior Customer Service
• Highest Standards of Integrity and Trust
• Being a Good Partner

Answer inbound calls and assist customers with orders, pricing, products, and services.

Accurately enter and update customer and order information in the CRM system, including contact information, addresses, and delivery instructions.

Process customer payment information in accordance with company procedures and confidentiality requirements.

Respond to customer voicemails and emails within established time frames.

Contact customers regarding order status, delivery information, and other account matters.

Resolve customer concerns professionally and escalation issues to management when appropriate.

Document and report customer complaints, feedback, and indications of dissatisfaction.

Provide information on applicable promotions and products.

Attempt to retain customers requesting cancellation and escalation to management when necessary.

Maintain a professional, courteous, and customer-focused approach in all interactions.

Follow company policies, procedures, and customer service standards.

Perform other duties as assigned.

Abide by all safety regulations to ensure safety of oneself, coworkers and customers

Develop new business opportunities through prospecting, networking, and referrals

Other duties as assigned

Ability to sit and work at a computer for extended periods.

Frequent use of computers, telephones, and standard office equipment.

Ability to communicate effectively by telephone and in person.

Ability to occasionally stand, walk, reach, bend, and lift or carry light materials.

Primarily performed in an office/call-center environment.

Frequent telephone and computer use.

Regular interaction with customers, coworkers, and management.

May experience periods of high call volume and increased workload.

May occasionally enter operational areas and must follow applicable safety requirements.

• Medical, Dental, and Vision Insurance
• Company Paid Life and AD&D Insurance
• Company Paid Short-Term and Long-Term Disability

The job description is not intended to cover or describe all tasks, duties and responsibilities the employee may be required to be asked to perform. Heritage Cooperative retains the right to change or add new tasks, duties and responsibilities at any time, with or without notice to the employee.

Evidence of work authorization upon employment is required in compliance with the Immigration Reform and Control Act of 1986. Completion of USCIS form I-9 will be required in order to verify employment eligibility within 3 business days of the first day of employment.

Heritage Cooperative provides equal employment opportunities (EEO) to all employees and applicants…