ThompsonGas is the nation's fastest growing propane retailer, and we are looking for innovative, outside of the box thinkers who want to make an impact. We are rethinking the way we do business and, as a result, our employees are empowered to take an idea and run with it. If you are looking for an environment that will allow you the freedom to drive change, create an unrivaled customer experience and have fun while you're doing it - then ThompsonGas is for you!We are currently seeking an Area Customer Service Manager who is self-sufficient and thrives in a fast-paced environment. The Area Customer Service Manager is responsible for leading customer service personnel in their designated region to provide the highest possible level of customer service. Activities include evaluating, training, staffing and coaching of Customer Service Representatives. This position will also work with the Area Vice President to improve productivity, establish staffing requirements and best practices and work both strategically and tactically to improve overall company performance. Major Job Duties:
- Achieves customer service objectives by contributing customer service information and recommendations through strategic plans and reviews; preparing and completing action plans; implementing production, and customer-service standards.
- Manage and establish clear, measurable and realistic expectations for all customer service representatives by providing training and guidance on company systems and procedures.
- Meet customer service financial objectives by partnering with the AD on forecasting requirements, preparing an annual budget and scheduling expenditures.
- Drive processes that deliver improved customer satisfaction levels, per business goals and objectives.
- Determine customer service requirements by visiting branches and working with local management.
- Maximize CSR performance by providing help desk resources and technical advice to maximize the effectiveness of back office software and customer portal.
- Evaluate current processes and services to provide information and recommendations to maximize customer satisfaction.
- Recommend modifications for service improvements based on field support information.
- Assist with customer phone calls when needed on; customer inquiries including, but not limited to pricing, billing, documenting complaints and setting up newaccounts.
- Manage and/or lead a team of Customer Service Representatives.
Education and Experience:
- Four year degree in business and/or other relevant education/experience
- Up to 5-10 years of customer service experience
- Manager experience preferred
- Excellent communication skills
- Excellent interpersonal skills to deal with customers/employees
- Demonstrate high level of energy, imitative, professionalism and organizational skills
- Ability to work in a fast paced environment
- Able to work a flexible schedule. Travel 40-50%
PERKS WITH US!
- Medical, Dental, Vision, and 401k with IMMEDIATE eligibility
- Disability and life insurance
- Paid time off that increases with tenure
- Employee training programs with career development/advancement opportunities
- Employee recognition program
- Quarterly bonus potential
- Paid maternity leave
- Tuition reimbursement program
ThompsonGas provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ThompsonGas complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.