Job Description

Call Center Representative – Be the Voice That Makes a Difference!

The Call Center Representative interacts directly with potential, new and existing customers. They work to provide a quality experience in every step of the customer’s journey, resulting in increased customer satisfaction and account retention for the company. Call Center Representative will serve customer inquiries, order processing, modifications to account information, and handling of customer complaints in a contact center environment. This role will follow up on customer cases utilizing our customer relationship management system to ensure customer inquiries and requests are handled completely and in timely manner.

Key Characteristics:

• Strong phone presence and interpersonal skills in making inbound and outbound customer calls while delivering a positive customer experience.
• Must have strong and clear communication skills with an ability to use positive language and listen attentively.
• Remains calm under pressure and works collaboratively with customers and internal team members to address and serve the customer’s needs.
• Works with high accuracy and manages time efficiently.

What You’ll Be Doing:

• Respond to and process all customer calls in a prompt and professional manner.
• Determine the probable nature of each call by listening carefully, researching customer records and asking questions for clarification.
• Communicate clearly and respectfully with callers, restating information when necessary to ensure the customer’s understanding.
• Acknowledge and resolve customer concerns; promptly escalate complaints when needed.
• Process orders, forms, applications, requests, and payments accurately.
• Keep records of customer interactions, transactions, comments and complaints by recording clear, complete and concise documentation in case management logs.
• Attend and collaboratively participate in staff meetings and training sessions.

Knowledge, Skills and Abilities:

• Ability to work independently and within contact center teams.
• Good problem-solving skills and asks for guidance when needed.
• Good judgment and independent decision making within assigned authority levels.
• Positive attitude and excellent interpersonal and listening skills; demonstrates effective customer care with all customers consistently and equally.
• Effectively communicates in English - verbal and written.
• Efficient and accurate use of systems and tools with a strong ability to multi-tasking.

Education and Experience Required:

• High School Diploma or Equivalent.
• At least one year customer service experience; in a contact center preferred.
• Demonstrated understanding of computer-based tools and programs.

Work Environment:

• Work occurs inside a contact center - potential for 24/7/365 day operations in future.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The ability to use computer and telephone systems, visual, audio, and manual dexterity capabilities are essential to the work.

AmeriGas Propane, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

The hourly pay for this position is $21.00, depending on circumstances including an applicant’s skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors.

This is the Company’s good faith and reasonable estimate of the range of compensation for this position as of the time of posting. The Company offers a wide array of comprehensive benefit programs and services including medical, dental, vision, flexible spending and health savings accounts to our benefits-eligible employees. Additional benefits include retirement savings plans like 401(k) and paid days off such as parental leave, military leave, vacation/paid time off, sick leave in compliance with state law, as applicable, paid holidays, and disability coverage. Some benefits offerings are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works.

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