R.F. Ohl is hiring: CUSTOMER SERVICE REPRESENTATIVE in Lehighton

Job Opportunity: Customer Service Representative

If you are interested in possibly joining our team in the near future, please submit your information today. Get a head start on the competition!

General Info

• Job Type: Full Time
• Minimum Years of Experience Required: see below
• Minimum Years of Education Required: High School/GED
• Pay Scale: $18 to $20 per hour
• Must be Authorized to Work in the US

Company Info

We are highly skilled, caring, and knowledgeable people, supplying your energy needs and providing indoor comfort. We service and supply residential, commercial, and industrial customers in North East PA.

CORE VALUES of R.F. Ohl: Dependability, Punctuality, Knowledge, Fun, Customer Service, Leadership, Success, Caring, & Understanding.

Ideal candidates will have previous customer service experience and be familiar with the N.E. Pennsylvania area. Relocation assistance is not available for this position.

Position Summary

Answer incoming customer calls, maintain customer database with current information, and communicate clearly and concisely with department managers, employees, and customers, including keeping customers informed about order statuses and other requested information.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 4% matching 401k
• Single coverage medical benefits
• Annual holiday party
• Major holidays off
• Vacations: 1 week at 1 year, 2 weeks at 2 years, 3 weeks at 5 years, 4 weeks at 10 years

Essential Functions and Responsibilities

• Handle incoming customer calls, including warm transfers to appropriate team members
• Create dispatch tickets for fuel orders
• Schedule and coordinate fuel orders as calls are received
• Respond to messages left overnight
• Process fuel delivery invoices from the previous day
• Follow up on all pending customer requests
• Perform collections via phone calls, letters, and statements
• Maintain customer notes, maintenance agreements, and other database information, including billing and scheduling
• Attend internal meetings to support business development
• Collaborate with staff and departments to understand customer requirements, promote products, and support sales
• Report consumer lead information to the sales team
• Other duties as assigned

Required Qualifications

• Advanced customer service skills
• Ability to multi-task
• Organized
• Geographical knowledge of service area or map reading skills
• Knowledge of industry is recommended but not required
• High School diploma or GED
• Two years related experience and/or training in customer service, dispatching, or project management, or equivalent education and experience

Desired Qualifications

• Knowledge of heating oil or HVAC industry
• 3+ years customer service experience
• Advanced skills in Microsoft Office

Success Factors / Job Competencies

• Customer Service: high satisfaction in servicing clients
• Commitment to company values
• Organization: managing multiple schedules and projects
• Communication: excellent interpersonal skills

Performance Standards

Key indicators include:

• Customer complaint rates
• Return trips or callbacks due to scheduling issues
• Accuracy of customer files
• Timely follow-up on requests
• Reduction in aged collections

We are an Equal Opportunity Employer, including disabled and veterans.

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