CSR Office

Description

The Customer Service Representative (CSR) primary responsibilities will be to provide support and direction to branch, regional and corporate offices.  Employee will be responsible to complete assigned tasks, follow up, provide support within the branch office to ensure all deadlines are met and that each branch is operating according to established company guidelines/policies and procedures.  Employee must have the ability to assist and coordinate duties across branches and regional offices, encompassing all Customer Service Representative Duties.  The employee represents Lakes Gas Co. and must be professional, courteous and friendly in interactions with customers.   The customer interactions may be in person and on the phone and consist of selling propane and propane products along with maintaining the customer's accounts and resolving any issues.

Requirements

Position Requirements and Specifications:

• Ability to read, interpret, and understand work orders, shipping papers (PO’s, Bills of Lading, etc.), product labels and invoices.
• Working knowledge of Microsoft Word and Excel.
• Ability to manage and navigate web-based applications designed for the propane industry.
• Enhanced communication skills both written and verbally.
• Strong data entry skills in order to up maintain customer data records along with product inventories.
• Ensure compliance that the branch is operating per established company guidelines/policies and procedures.
• Willing to explore, critique, forward ideas and work with the corporate office to implement improvements and directions to streamline actions for the company.  

Major Position Accountabilities:

• Responsible for the daily interaction with customers including walk-in, telephone or email. 
• Responsible for collection payments on past due invoices in a timely manner and actively work on customer account balances.
• Responsible for the cash and credit card activities while performing account reconciliations.
• Responsible for processing branch mail, including trips to and from the post office to retrieve and drop off mail (with a valid driver's license).
• Responsible for making daily deposits. 
• Work closely with the Branch Manager to schedule service work. 
• Responsible for weekly and monthly reporting and must understand the importance of due dates.
• Responsible for ordering office supplies and forms in accordance with company ordering procedures.
• Understands that if there is more than one CSR at a branch that both CSRs are required to be capable of accurately completing all aspects of the position.
• Will promptly and accurately code vendor invoices for payment.
• Capable of tracking, assessing, maintenance and ordering of office equipment and supplies for the office. 
• Ability to lift 30 pounds to assist customers with cylinder fills.
• Ability to travel within Regional Area as required. 
• Ability during busy season (Oct-Mar) to be able to work weekends in support of branch operations.
•  Understands that the customer is why we exist, their needs trump all. Need to encourage support for customer retention and reinforce strategies for growth. 

Critical Success Factors:

• Ability to work with and respectfully interact with other employees and/or customers.
• Team player with the ability to build a cohesive, collaborative, and goal-oriented team with a hands on approach.
• Conduct self in a professional business-like manner with customers, co-workers, and managers.
• Must communicate with co-workers to ensure tasks are completed timely and accurately.
• Work with minimum supervision, follow published and verbal standards, guidelines, policies and procedures developed by Lakes Gas Co., state, federal and local laws.
• Understands the need to be inclusive and that separate branches may now operate as one unit.
• Understands there are many moving parts within a branch and region and can successfully complete many tasks within the same day.