at Dead River Company in South Berwick, Maine, United States
Job Description
Description
Heatable is changing the Heating Oil industry. We’ve developed a sleek, user-friendly smartphone app and website, allowing customers to place an order with just a few clicks (or taps) from anywhere, anytime. To shake things up ever further, we’ve integrated cutting-edge technology into our delivery system, making the delivery process faster and more efficient than ever. Combined with our unparalleled commitment to customer satisfaction, and it’s a no-brainer why customers are making the switch to Heatable.
Every time we interact with our customers, Heatable is committed to providing a one-of-a-kind, got-to-tell my neighbor’s customer experience. To quote one of the many customer reviews we have received, Heatable provides:
“Excellent customer service like you just don’t get in the world today.”
Position Summary:Embracing and living by this commitment to one-of-a-kind customer service is a key aspect of the of the Customer Support Representative. Additional key responsibilities include answering customer service calls and emails, monitoring Social Media posts and direct messages for customer contact, responding to business reviews on Google and Facebook business profiles, and coordinating the timely, safe and efficient delivery of Heating Oil. Utilizing dispatch software to monitor and optimize daily delivery routes, effectively communicating with drivers through the work day, supporting delivery drivers so they can make safe and speedy deliveries. Performing a variety of office related tasks, promoting brand culture, objectives, and growth for the company while contributing to a safe, efficient, and exciting working environment.
Essential Functions:1. Courteously answers phone calls and emails, assisting customers with placing orders online, or resolving customer problems. Proactively communicates back to customer:• If an equipment inspection is requested• If customer has requested contact or a follow-up• If customer has requested a change to order• If a customer has contacted through Social Media
2. Provides support and assistance for drivers during their scheduled delivery route. Monitors all driver’s progress in completing routes and partners with drivers to help resolve any delivery issues or changes made to scheduled deliveries.
3. Monitors efficiency of delivery routes and makes necessary changes to routes to ensure deliveries are made in a timely manner. Assigns same-day deliveries to the appropriate driver.
4. Resolves customer issues in a way that leaves a positive and lasting impact by taking initiative, when possible, to resolve issues or working with the team go above and beyond the customer’s expectations.
5. Performs new customer account audits, existing customer account maintenance, updates deliveries, and updating customer logs using the E3 ADDs software and Kentico content management system.
6. Actively engages with customers that contact customer service through Social Media accounts, as well as followers that comment on Social Media posts, assists marketing team with promotional giveaways and contacting contest winners to confirm shipping information, assists with further growing and developing the Brand Ambassador program.
Other Tasks: 1. Provides support when possible during periods of company growth or expansion.2. Assist with special projects and other work-related duties as assigned.3. Performs other work-related duties as assigned.
Other Attributes Required:• Strong verbal and written communication and interpersonal skills• Ability to work in a team environment• Active Social Media user (Facebook, Instagram)• Computer Technology skills (Office 365)• Familiarity with Mobile Device operating systems (Android, iOS)• Analytical skills• Ability to hold others accountable• A commitment to exceptional customer service• Dependability• Accuracy, organization, and attention to detail• Ability to work in a dynamic environment without distraction• Flexibility to work seasonal overtime • Problem-solving skills• The ability to adapt to change
Education:A high school diploma or equivalent is required.
Experience:Two years of experience in customer service. Experience working with computer technology and dispatch software a plus.
Equipment/Software Used:Windows-based Workstations, Windows Surface Tablets, Android & iOS Mobile Devices, ADDS E3 Software, Office 365, Kentico CMS, and additional business software tools.
Decisions Made:Decisions are made related to dispatching Heating Oil and the overall customer experience. This includes, but is not limited to, rescheduling deliveries to accommodate customers with tank runouts, assisting customers having difficulty creating accounts or placing orders, and problem-solving situations where a delivery cannot be made.
Contacts: On a daily basis this employee is in contact with customers, drivers, and other office staff.
Safety Considerations:Personal safety considerations relate to proper ergonomics while working in an office. Other safety considerations relate to the dispatching of Heating Oil to avoid partial deliveries and minimize risk associated with delivery during all kinds of weather and varied delivery situations.
Work Environment:The work environment is a fast-paced office setting.
Physical Requirements Analysis:• The position requires frequent sitting with some standing and walking.• There is frequent use of hands and fingers for typing.• There is frequent communication involving both talking and listening over the telephone.• Vision requirements include the ability to read printed and handwritten documents and information on a computer monitor.
Weight or Force Moved:There is seldom a need to lift an object weighing in excess of 10 pounds.
