SUMMARY
Provides exceptional customer service by assisting customers in a friendly, professional, and solution-oriented manner. Responds to customer inquiries, processes service and delivery requests, maintains accurate customer information, and supports daily Customer Service Department operations while promoting Palmer Gas & Oil's core values of Friendly, Simple, and Safe.
WORK HOURS - Seasonal Position (Seasonal Benefits)
- Employment is anticipated to begin approximately October 1 and conclude on or about April 30, depending on business needs.
- Flexible schedule of approximately 25–40 hours per week.
Additional hours, including overtime where applicable, may be required during peak business periods.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
(Other duties may be assigned)
- Provides outstanding customer service through courteous, professional, and solution-oriented communication.
- Answers incoming telephone calls promptly and responds to customer inquiries accurately and efficiently.
- Processes customer requests for fuel deliveries, service appointments, equipment inquiries, and account maintenance.
- Establishes new customer accounts and updates existing customer information, including contact information and billing addresses.
- Maintains accurate customer records and documents customer interactions within company software.
- Explains company programs, products, services, promotions, and payment options.
- Consultatively recommends products and services that best meet customer needs.
- Participates in outbound customer outreach and company-sponsored telemarketing or customer retention initiatives.
- Monitors department email inboxes, phone queues, and customer follow-up activities as assigned.
- Reviews customer account notes and follows up on outstanding items in a timely manner.
- Assists with training and mentoring new Customer Service Representatives as assigned.
- Demonstrates excellent time management while effectively prioritizing multiple tasks.
- Maintains professionalism and composure when resolving customer concerns or difficult situations.
- Supports other departments as needed to ensure exceptional customer service.
- Performs additional duties assigned by management.
- Consistently supports Palmer Gas & Oil's culture and demonstrates the Company's core values of Friendly, Simple, and Safe.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- · Excellent customer service and communication skills.
- · Strong interpersonal skills with the ability to build positive customer relationships.
- · Strong organizational and time management skills.
- · Detail-oriented with excellent accuracy.
- · Ability to multitask in a fast-paced environment.
- · Ability to remain calm and professional under pressure.
- · Dependable with a strong work ethic.
- · Ability to work independently and as part of a team.
- · Strong problem-solving skills.
- · Basic sales and customer retention skills.
SAFETY
Working safely is a condition of employment. Employees shall verbally report and photograph all crashes / injuries to their Manager immediately. If your manager is not available, report the crash / injury to the Safety Director, another Manager, or Human Resource Manager.
EDUCATION/EXPERIENCE
High school diploma or equivalent required. Associate degree preferred. Three to five years of customer service, call center, administrative, or related experience preferred. Must successfully complete the PERC Education Program (PEP).
LANGUAGE SKILLS
Must speak fluent English. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
COMPUTER SKILLS
Proficient in Microsoft Office (Outlook, Word, Excel). Ability to quickly learn company software, customer relationship management (CRM) systems, Google Workspace, and the Palmer Gas & Oil employee intranet.
MATHEMATICAL SKILLS
Ability to perform basic mathematical calculations involving addition, subtraction, multiplication, division, percentages, discounts, and payment calculations.
REASONING ABILITY
Able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or listen. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is moderate.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Palmer Gas & Oil is committed to maintaining a drug-free workplace. Employment is contingent upon successfully passing a pre-employment drug screen and criminal background check, where permitted by law.
Palmer Gas & Oil is an Equal Opportunity Employer and is committed to creating an inclusive workplace for all employees.
Job Type: Part-time
Pay: $24.00 - $30.00 per hour
Work Location: In person
