Customer Service Representative

Job Summary:

As a Customer Service Representative at Fred F. Collis & Sons, you will play a pivotal role as the primary point of contact for our valued clients. Your responsibilities will include managing incoming calls and inquiries, proactively generating leads, and ensuring customer satisfaction by identifying and addressing their needs with accuracy and efficiency. We are seeking individuals who are enthusiastic about helping customers, possess excellent communication skills, and great at problem solving.

Duties and Responsibilities:

1. Customer Interaction:

- Manage a high volume of incoming phone calls.

- Provide prompt and accurate information to customer inquiries.

- Assign or Transfer calls to the appropriate departments

2. Lead Generation:

- Proactively generate leads that contribute to acquiring new customers.

- Qualify program leads, fuel leads, and service leads for priority scheduling.

3. Account Management:

- Set up and resolve issues related to customer accounts.

- Maintain and update customer databases with relevant information.

4. Communication and Coordination:

- Build sustainable relationships with customers through open and interactive communication.

- Coordinate effectively with internal departments to ensure seamless resolution of customer issues.

- Document notes for all communication thoroughly and in a timely manner to transfer responsibilities with ease throughout different departments.

5. Documentation and Compliance:

- Keep detailed records of customer interactions, process customer accounts, and file necessary documents.

- Follow communication procedures, guidelines, and company policies.

6. Fuel Department Tasks:

- Check market pricing and provide updates as needed.

- Get degree days and enter them accurately.

- Determine delivery routes and send delivery tickets to the drivers.

- Manage payment programs and quote fuel pricing for delivery (monthly budget plans, annual prepay, etc)

7. Maintenance Scheduling:

- Share the responsibility of booking preventative maintenance appointments and quoting those to the customers.

- Share the responsibility of rescheduling when necessary.

8. Real Estate

- Accurately post transactions for the Real Estate division in Quickbooks

- Post Deposits in AP & reconcile bank statements at the end of the month

- Work with the property manager to organize lease agreements and invoices (record the payments)

- Screen incoming calls / inquiries and send them to the property manager

* Working Hours and Additional Expectations *

- Primary working hours fall between 8:30am and 5pm MON-FRI

- Saturday 8-12 ONLY during the busy heating season (The 1st weekend of November - last weekend of March)

- Demonstrate flexible availability to cover or pick up the following shifts as needed:

* 3:30-11:30pm night shift can be remote / from home

* 7am-12pm in person on Saturdays during the winter months only

- On-Call Dispatching (REMOTE): Participate in an on-call rotation for dispatching service appointments, requiring availability for two weekend days per month. This ensures timely and efficient scheduling of service appointments to meet customer needs throughout our emergency service hours.