ENERGYUNITED



Date: July 2008

Position Title: Customer Service Representative

Reports to: Office Manager or Retail Manager

|Revision Date: |July 2009; June 2010; June 2014; June 2015 |

Performance Factors Level:

|Safety |2 |Innovation |2 |Quality Focus |2 |

|Customer Focus |2 |Communication |2 |Leadership |2 |

|Teamwork |2 |Initiative |2 | | |

| | | | | | |

| |Time |

|Development/Learning Curve: |18 months |

Responsible for:

Handling inbound and outbound sales and service related calls. Collaborating with other staff to resolve customer sales and service inquiries consistent with company goals and standards. Determining customer needs, offering appropriate products and services, closing sales and maintaining accurate customer records.

Key Accountabilities & Duties:

Broad Scope

• Maintain an in-depth knowledge of EnergyUnited Propane products and services, customer account and billing processes, new customer information, and various policies and procedures related to product delivery and service.

• Utilize proactive sales approach with every customer interaction to uncover additional sales and service opportunities.

• Develop trusting relationships through all client contacts; present self professionally, with poise, confidence and enthusiasm.

• Document customer calls thoroughly and accurately, consistent with Company procedures.

Specific Focus

New Customer Acquisition

• Answer and qualify inbound sales calls, develop incoming leads into new accounts. Question customers tactfully to determine needs and explain appropriate energy products and services, such as residential propane installations and deliveries, pricing and delivery programs, contracts and appliances. Close sales and complete related documentation.

• Pursue new customer opportunities. Follow up on marketing campaigns and inactive customer lists, track leads and capture cross-selling opportunities. Develop incoming leads into new accounts.

• Effectively manage customer account data. Set up new accounts and maintain related information.

• Follow-up on new customer installations to ensure complete customer satisfaction. Coordinate with other store personnel to resolve any issues.

Customer Retention

• Focus on strengthening customer relationships and rapport at all times.

• Handle high volume of incoming calls. Resolve customer complaints in a friendly and tactful manner, even when caller is irritated or emotional. Ensure customer service quality, efficiency, and accuracy for all call transactions. Coordinate with personnel from other functions and more senior Customer Care Representatives when necessary to research and resolve issues.

• Reach out to idle customer base to generate revenue. Initiate outbound sales calls to targeted customers such as automatic delivery scheduling, “We-Call” program, and installation follow-up and cross selling.

• Follow-up on service or delivery failures to reassure the customer and ensure customer satisfaction. Coordinate with store personnel to adjust routing or other issues as appropriate.

• Administer “Move In / Move Out” and similar processes. Track customer location and asset movements for inactive sites.

• Follow company procedures and guidelines to perform most job functions.

• Use discretion to resolve more complex or escalated customer problems.

• Notify Manager of any issues that might impact safety, customer satisfaction, productivity, and other established goals and standards

Direct reports: None

Internal Relationships: Shall maintain internal relationships necessary to achieve purpose of position and desired results.

External Contacts: Shall maintain necessary job related external contacts to assure satisfactory results.

Authority: Has full authority to carry out the above responsibilities as delegated by Office Manager or Retail Manager.

___________________ ______________________________

Date Approved

Position Specifications for:

Customer Service Representative

EDUCATION – High School diploma, GED or equivalent training and experience.

EXPERIENCE – Six months to one year related experience and/or training.

KNOWLEDGE – Basic understanding of customer service concepts, procedures and practices attained through some related experience. Good understanding of basic computer applications including MS Office, able to learn and apply multiple business software applications. Familiar with gas fired appliance and related distribution system terminology (training is provided).

ATTITUDE – Must have a positive, open mind and considerate attitude toward the responsibilities of the position. Must be a self-starter. Must have an attitude of neatness, timeliness, orderliness and accuracy toward the job. Must possess a very conscientious attitude toward record keeping.

PERSONAL CHARACTERISTICS – Must be of high moral integrity, pleasing personality and possess good personal habits. Must be able to retain information of a confidential nature. Must be able to project a good public image. Must be able to function cooperatively with peers as a team member to meet departmental and system objectives.

ABILITIES AND SKILLS – Must have ability to implement work plans, make sound decisions from observations and carry out instructions. Must possess superior mathematical abilities. Must be able to work under pressure and meet deadlines; as well as, work in harmony with many different personality types. Must be able to work with very little supervision and be proactive in responsibilities. Must possess a strong ability to communicate in both verbal and written form.

WORKING CONDITIONS – Normal working conditions and hours of 8:00 a.m. until 5:00 p.m. Must be available for work during adverse weather conditions. Must be able to sit and converse on the phone for long periods of time. Extended hours required at times supporting business requirements. Non-standard work schedules and occasional overnight travel may apply. While performing these duties of this job, the employee is occasionally exposed to fumes of airborne particles and outside weather conditions.

WORK REQUIREMENTS – Must possess a valid driver’s license.

SAFETY - Performs all assignments safely assuring compliance with all Safety related rules, regulations and policies.

EXEMPT STATUS – This position is Non-Exempt as defined by the Fair Labor Standards Act as amended.

NON-DISCRIMINATION - This position shall be filled on the basis of qualification and ability to perform the essential functions of the job and without regard to race, religion, color, sex, age or national origin.

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