What are the responsibilities and job description for the NE Service Manager position at Paraco Gas Corp?
Are you looking for a new job or a company that aligns with your values and passions? Join Paraco, a family-owned company that has been delivering clean energy and fueling life's moments for over 50 years. We take pride in being one of the largest privately-owned propane companies in the Northeast, serving eight states. In addition, we're expanding our services to include total home comfort through Paraco HVAC, offering alternative energy and energy storage systems. Discover more about our careers by visiting Paraco Careers. Join us on this exciting journey toward a sustainable future.
Our exceptional Service Managers enable our Service Customer Experience Representatives to be outstanding Paraco brand ambassadors. This position is Hybrid based in Saugerties, NY. This person will travel to our other locations as needed. You will build genuine connections with Paraco customers by listening, anticipating needs, and offering solutions. As an integral member of the Paraco family, you will bring your positive work ethic to deliver a great customer experience, engaging with customers, providing clear & concise information with customer retention goals, reducing representative attrition, increasing sales, optimal resource utilization, and an outstanding customer experience.
Key responsibilities and essential job functions include, but are not limited to:
- Manage and oversee the administrative Service Department employees, including but not limited to Customer Service, Dispatchers, and Administrative support employees
- Empowering our service teams so that they can provide effective 1st call resolution of product & service issues
- Addressing escalated call issues while coaching, mentoring, and educating our service team
- Fostering a customer-first culture through a positive and engaging work environment
- Interviewing, onboarding, training, and coaching new representatives, building a collaborative team environment
- Analyzing data related to all types of calls, including escalations, drops/abandoned, complaints, service revenue, etc
- Assessing representative and center performance in collaboration with the CEA Group management team, ensuring targeted call-handling objectives are achieved
- Addressing opportunities for call handling, scheduling, and billing improvements, including providing insights, coaching, feedback, educational tips, and suggestions to team members
- Ensuring departmental and individual metrics are achieved for call handling, scheduling, and service billing
Desired Skills and Experience:
- Service Operations center leadership with a passion for driving results
- 2 years of supervisory skills in a fast-paced Service Operation environment
- Handle escalated calls and can work overtime or additional hours and shifts as needed based upon business fluctuations
- Root cause analysis skills focused on developing solutions to improve response times and service levels
- Solid technology skills, including CRM systems to review, manipulate, and evaluate data and prepare reports
- High school diploma or general education (GED).
- A strong work ethic with proven coaching/performance management skills evidencing a team-player mentality
- Exceptional communication skills to speak effectively with residential, business, and industrial customers, staff, and other business colleagues
- Ability to travel regionally when necessary
- Bilingual speaking proficiency: Spanish/English a plus
- Responsibilities may change with business needs
Salary: $85,000 - $90,000
Benefits We Provide:
- Medical Insurance-PPO, EPO, HDHP, HSA, FSA, LFSA
- Dental
- Vision
- Voluntary Benefits-Life Lock, Life Insurance (Whole and Term), Hospital & Accident Plans
- Company Paid Short Term Disability, Basic Life & AD&D Insurance (Up to $200,000 per plan)
- 401(k) w/ Company Match (75% of the first 5% deferred)
- Paid PTO and Sick
- Paid Holidays
Paraco Gas Corporation is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, sex, age (40 or over), national origin, ancestry, physical or mental disability, military or veteran status, marital status, medical condition, gender (including gender identity, gender expression, sexual orientation, registered domestic status, pregnancy, childbirth and related medical conditions), genetic characteristics, religion or any other classification protected by state or federal law.
Salary : $85,000 - $90,000
