Customer Service Representative

Job Summary

This position is accountable for providing Haffner’s customers with an outstanding, positive customer experience.

• Provide outstanding, positive customer service to Haffner’s customers via telephone, email, and lobby visits.
• Answer initial and follow up calls from customers who have delivery, service, and technical support issues, with the ability to take full ownership of the issue from start to finish.
• Respond to inquiries by utilizing approved scripting and established SOPs to research and clarify desired information, providing follow up when escalation or alternative solutions are required.
• Develop new business opportunities with existing customers by promoting company products and services.
• Maintain required documentation for new and existing customers.
• Input data, call documentation, and notes into the company computer platform (i.e. Cargas) at the time of the interaction to keep each customer record updated.
• Deal with the demand of a fast‑paced, high‑volume operation.
• Adhere to schedules and work‑time availability guidelines set forth by management.
• Support Finance by making accounts‑receivable calls and processing statements.
• Perform other related duties or duties that maximize the individual’s knowledge and contributions, at the discretion of the Customer Service Manager or Team Lead.

• Absolute commitment to customer satisfaction, including timely issue resolution and proactive customer outreach.
• Concise, effective verbal and written communication skills, with strong conflict‑resolution abilities and the ability to empathize with customers.
• Ability to excel both individually and as part of a larger team.
• Capability to execute tactically by organizing multiple processes and prioritizing duties in a multitasking, rapidly changing work environment.
• Willingness to participate in mandatory training sessions that grow product knowledge and promote stronger customer satisfaction.

• Prior customer‑service experience, particularly in a high‑volume environment, preferred.
• For certain offices, availability to work varied shifts at peak times, including evenings and weekends.
• Proficient in MS Excel, Outlook, PowerPoint, and Word, as well as web‑based applications.

• Minimum of 3 years of customer‑service experience, preferably in a call‑center environment.
• Minimum of 1 year of experience in the heating and energy sector.

Hourly rate is based on a range of factors that include relevant experience, knowledge, and skills. For this role, the minimum opportunity is:
PAY: $20.00 per hour
.

While performing the duties of this job, the employee is regularly required to sit, stand, reach, and lift. The employee must regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The above statements are intended to describe the general nature and level of work being performed by the job holder and are not to be an exhaustive list of all responsibilities, duties, and skills required of the job holder.

Haffner’s is committed to equal employment opportunity and providing reasonable accommodations to those with physical and/or mental disabilities. We value and encourage diversity and do not discriminate based on race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, change of sex or transgender status, or any other basis protected by federal, state, or local law.

Haffner’s is committed to providing a safe work environment for all employees.