Customer Service Rep

Job Locations

US-HI-Honolulu | US-HI-Lihue

Overview

Provides professional and competent customer service regarding applications for Company products or services and in responding to inquiries and complaints; handles accounts receivable processes; and schedules delivery of propane to customers. Inputs and maintains customer and delivery data in appropriate computer systems.

Responsibilities

Handles independently or coordinates with appropriate Company personnel, the administrative aspects of, and response to a variety of customer requirements to include:

• Service activation. Takes and reviews applications for purchase of products and services; arranges for deposits (where applicable;) obtains customer, account and premise information; initiates and completes service orders; verifies all information for accuracy, etc.


• Responding to customer requests, inquiries, and complaints such as those regarding service billing, delivery, payments, discontinuation of services, etc.


• The receipt and processing of payments such as over-the counter payments, cash receipts, etc.; balances daily cash reports and cash postings; prepares records for retention.


• Works off the DISW file and receivable report, determines disconnection/reconnection of gas services, contacts customers, and make arrangements as necessary.


• Customer claims. Researches and processes claims regarding invoice payments, charge backs, returns and bad checks, and other inquiries that are referred.


• Other duties to include: Receiving and processing service requests, coordinating the scheduling, and closing service orders; processing accounts payable invoices; administrative support to operations personnel; processing parts and creating requisitions for warehouse operations; maintaining and ordering office supplies; etc.

1. Schedules tanker and cylinder routes utilizing a scheduler system (currently the GDS system) and provides drivers with truck itinerary and data cards to be used in an on-board delivery recording system (currently the Midcom system.) Processes data cards and verifies deliveries completed. Effectuates controls on delivery to delinquent customers.


2. Operates a computer terminal or personal computer. Inputs and maintains data in applicable computer systems such as ORCOM and GDS; generates reports and other documents as necessary. Uses other equipment and software such as facsimile and copying machines, two-way radios, paging equipment, printers, bill printers, internet, etc.


3. Provides and extends at all times a courteous and tactful demeanor when dealing with all customers, employees or the public, by phone, in person, by mail, or by electronic communications.


4. Effectively works as a team member; provides feedback to the supervisor on ways to improve the effectiveness of processes. Discusses or refers issues that he/she cannot resolve with/to the supervisor or manager to ensure proper and efficient customer service.


5. Performs on a regular basis general housekeeping tasks, keeps work place in a neat/clean/orderly condition and observes/practices good work safety habits on the job. Maintains all EH&S training on a current basis.


6. Performs related work as required and/or directed including producing correspondence for follow-up on customer inquiries or commitments.

Qualifications

Education/Certification/License: Preferably a high school graduate with at least one year of business school or equivalent infield work experience.

Experience: Approximately one and one-half years experience in similar line of work, not less than six months of which must have been as a Customer Service Representative Trainee, Grade 3. Demonstrated ability to deal effectively with customers, communicate clearly, to successfully handle customer complaints, and to perform under stress and maintain balance; be disposed to provide assistance and cooperation. Proven accuracy and rapidity in making computations and in balancing accounts. Ability to define problems, collect data, establish facts, and draw valid conclusions along with applying concepts such as fractions, percentages, ratios and proportions to practical solutions. Must be computer literate and proficient in the use of current software systems such as Microsoft Office, Internet, Windows, etc.

Supervision: Reports directly to the Supervisor Administration. Works independently on specific job assignments and is empowered to make decisions within reason, with the anticipated result of a satisfied customer.

Working Conditions:Generally good, in an office environment. May be required to work overtime on regular workdays and weekends.

Explanatory Remarks: The work of this classification is characterized by the demonstrated ability of the incumbent to successfully handle customer inquiries, requests, or complaints. The ability to handle the administrative and clerical aspects of the job is essential; equally important is the ability to gain the acceptance of the consumer and develop customer satisfaction with our service. A continuing record of dissatisfied customers or discourtesy to customers will be cause for transfer from the office department or termination.

We are proud to be an EEO/Females/Minorities/Veterans/Disabled employer

We maintain a drug-free workplace and perform pre-employment substance testing

Qualified applications with criminal history will be considered for employment