Job Description

Job Description

Job Description

Description:

Job Summary:

This position is accountable for assisting in the efficient and innovative operation of the Haffner’s Customer Service department. Specific areas of responsibility will include daily management, mentoring, training, and guidance of Customer Service Representatives. The position will also be responsible for monitoring the efficiency of call and email processing, to meet customer satisfaction benchmarks established by the Customer Service Manager. Finally, the Customer Service Site/Team Lead will ensure the continued use of best practices, protocol, and techniques to provide Haffner’s customers with an outstanding, positive customer experience.

Specific Responsibilities:

• Promote efficiency and accountability throughout the Customer Service department, by using performance data, department knowledge, established phone system and customer service benchmarks, effective coaching, and floor time with representatives and site/team leads to drive high performance and daily productivity from the Customer Service Representatives.
• Supervises the daily work and schedule management of Customer Service Representatives, managing unscheduled breaks and providing standby manpower forecasting.
• Serves as the primary point of escalation for customers that require management assistance.
• Recommends proper staffing levels, training, scheduling, job performance expectations, coaching, disciplinary actions, and terminations to the Customer Service Manager.
• Provides input and suggestions for best practices, protocol, and techniques to the Customer Service Manager.
• Maintains constant communication throughout the Customer Service department, including timely sharing of information, group coaching sessions, and other meetings as needed.
• Assists the Customer Service Manager in addressing and resolving escalated calls and complaints.
• Perform quality audits on inbound and outbound customer service calls, to ensure that site/team leads and representatives are delivering a consistent, pleasant customer experience.
• Performs other related duties, or duties that maximize the individual’s knowledge and contributions, at the discretion of the Customer Service Manager (and in the case of Site Leads, other department heads and the Director of Heating Operations).

Leadership, Education and Training Requirements:

• Demonstrated leadership and management background, with an emphasis on setting direction, coaching in a positive manner, team building, training, promoting safety and accountability, and achieving organizational goals.
• Absolute commitment to customer satisfaction, including timely issue resolution and proactive customer outreach.
• Concise, effective verbal and written communications skills, with strong conflict resolution abilities and the ability to empathize with customers.
• Ability to excel both individually and as part of a larger team.
• Capability to execute tactically by organizing multiple processes, and prioritizing duties, in a multitasking and rapidly changing work environment.

Technical Requirements:

• Five or more years of customer service experience, preferably in a fuel environment.
• Two or more years of supervisory experience preferred.
• Multi-site and remote workforce management preferred.
• College degree in a relevant field preferred, but not required.
• Proficient in MS Excel, Outlook, PowerPoint, and Word, as well as web-based applications.

Job Environment:

While performing the duties of this job, the employee is regularly required to sit, stand, reach, and lift. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The above statements are intended to describe the general nature and level of work being performed by the jobholder and are not to be an exhaustive list of all responsibilities, duties and skills required of the jobholder.

About us: Haffner's: A Regional Leader Fueled by Family, Integrity, and Safety.

At Haffner's, we're more than a company – we're a family. As a prominent wholesale fuel distributor in New England, we've established a strong presence, managing 72 gas stations, convenience stores, car washes, and food service locations. Our renowned Haffner's brand operates across Massachusetts, New Hampshire, and Maine.

We go beyond fuel distribution, offering heating oil, propane, and HVAC services to 45,000 customers across the region. Our commitment to integrity and safety is unwavering; it's in everything we do. We prioritize building relationships and consistently doing the right thing. Our culture thrives on growth, innovation, and excellence. As a part of our team, you'll contribute to our ongoing success, embracing the core values of "Fueled by Family," "Always do the right thing," and "Safety...In everything we do." Join us and be a part of a dynamic, forward-thinking organization that's shaping the future across diverse business markets.

Haffner’s is committed to equal employment opportunity and providing reasonable accommodations to those with physical and/or mental disabilities. We value and encourage diversity and do not discriminate based on race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, change of sex or transgender status, or any other basis protected by federal, state, or local law. Haffner’s is committed to providing a safe work environment for all employees.

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