Customer Experience Agent

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Full Time Woonsocket, RI, Woonsocket, RI, US

Paraco Gas Corporation is the largest privately held propane marketer in the Northeast. As a local, family-owned company with 50 years of experience in the propane industry, we are proud to be recognized as the 10th largest propane retailer and 2nd largest independent marketer of propane nationally (LP Gas Magazine Survey 2018). By putting customers first in everything we do, our professional services team, our extensive fleet and our unparalleled supply availability enable Paraco Gas to be an energy services leader.

Our Customer Experience Agents are more than just representatives. They are brand ambassadors who embody Paraco's commitment to providing memorable, positive, and engaging customer support to our residential and business clients. As an integral member of the Paraco family, this position is all about providing first-class assistance to current and prospective customers. We believe in building genuine connections with our customers by listening, anticipating needs, and offering innovative solutions to ensure their satisfaction.

We’re looking for someone who will deliver a great customer experience and ensure effective resolution of customers' needs and concerns.

• Provide professional and courteous service to walk-in customers, assisting with account, billing, payment, delivery, and general service inquiries.
• Maintain reliable and consistent attendance, as regular front-desk coverage is essential to daily operations.
• Accurately process cash, checks, and other customer payments while ensuring all cash-handling transactions are accurate and properly balanced.
• Maintain a high level of accuracy when updating customer accounts, processing transactions, handling payments, and documenting customer interactions.
• Use critical thinking and sound judgment to independently address customer questions, resolve issues, and take appropriate steps to retain customers when concerns may impact the customer relationship.
• Effectively de-escalate difficult customer situations while remaining professional, respectful, and solution-focused.
• Work independently with limited day-to-day supervision while maintaining accountability, productivity, and service standards.
• Proactively identify and complete productive work during periods of lower customer traffic rather than waiting for direction.
• Conduct outbound calling projects and customer follow-up activities during lower-volume periods.
• Complete assigned administrative tasks, special projects, and departmental projects accurately and within expected time frames.
• Prioritize and manage multiple responsibilities effectively, balancing walk-in customer needs, payment transactions, follow-up activities, administrative work, and assigned projects.
• Maintain an organized, professional, and welcoming front-desk environment while safeguarding confidential customer and company information.
• Demonstrate initiative, dependability, flexibility, and a willingness to support changing business needs and departmental priorities.

This position primarily supports walk-in customer activity and front-desk operations and generally has limited inbound phone responsibilities. During periods of lower walk-in volume, the employee is expected to remain productive by completing outbound calling, customer follow-up, administrative tasks, account-related work, and assigned projects.

The position requires the ability to work independently, exercise critical thinking and sound judgment, manage…