Customer Service Specialist

Overview

Do you want to work in an environment where the word "Team" really means something? At a place where you and your contributions are truly valued, and you can learn and grow? Then Ferrellgas wants to hear from you!

We are looking for a Full-Time Customer Service Specialist. This position is responsible for providing exceptional customer service through inbound and outbound communications for either/both Ferrellgas and Blue Rhino customers. The incumbent will work with both internal and external customers to ensure a high-quality customer service experience and strive to foster growth. In this role you get the opportunity to ensure the talent you bring is recognized by the customer you are assisting, and the company at large.

Benefits

• Medical, Dental & Vision
• Company provided STD, LTD, Life, & AD&D
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• 401(k) with company match
• Paid Time Off (PTO)
• Employee Stock Ownership Plan (ESOP)
• Wellness Program
• Parental Leave Benefit
• Tuition Reimbursement
• Employee Referral Program
• Propane Discounts

Responsibilities

• Answering phones, chat, social media, or email in a polite, courteous, and professional manner.

• Works with customers daily to sustain and improve business relationships.

• Ask probing questions to identify customer issues or concerns.

• Ensures accurate account maintenance and updating of account information.

• Uses next call avoidance technique to mitigate future questions.

• Schedules delivery orders and utilizes basic negation skills for issues pertaining to new and returning customers.

• Handles general customer issues such as general service order input, executing emergency scripts, closing uncontrollable loss accounts, answering general contract information, and answering basic pricing questions.

• Can handle basic de-escalation of customer situations by following our customer complaint resolution policy.

• Send copies of statements and invoices to customers, as well as perform soft collections for customers on credit hold or past due as well as some cash handling and taking payments via the phone.

• Supports the set-up of new customer accounts.

• Meet or exceed minimum performance standards outlined in company policy.

Qualifications

• High School Diploma or equivalent.
• 1 or more year(s) of customer service experience.
• Exceptional customer service and negotiation skills.
• Strong organizational skills with typing and data entry experience.
• Excellent written and verbal communication skills with an emphasis on team building and developing a positive rapport with company employees at all levels as well as customers.
• Proficient in Microsoft Office including Excel, Word, and Access.
• Must be a Citizen or National of the United States, a lawful, permanent resident, or have authorization to work in the United States.
• Applicants must not now, or any time in the future, require sponsorship for an employment visa.

Responsibilities

• Answering phones, chat, social media, or email in a polite, courteous, and professional manner.
• Works with customers daily to sustain and improve business relationships.
• Ask probing questions to identify customer issues or concerns.
• Ensures accurate account maintenance and updating of account information.
• Uses next call avoidance technique to mitigate future questions.
• Schedules delivery orders and utilizes basic negation skills for issues pertaining to new and returning customers.
• Handles general customer issues such as general service order input, executing emergency scripts, closing uncontrollable loss accounts, answering general contract information, and answering basic pricing questions.
• Can handle basic de-escalation of customer situations by following our customer complaint resolution policy.
• Send copies of statements and invoices to customers, as well as perform soft collections for customers on credit hold or past due as well as some cash handling and taking payments via the phone.
• Supports the set-up of new customer accounts.
• Meet or exceed minimum performance standards outlined in company policy.