Overview

When you join Suburban Propane, you become a part of a fast-paced and dynamic company that has been serving its employees and customers for 90 years. We have an excellent opportunity for a Coordinator to help us exceed our Customers’ Expectations.  This position is a front line leader accountable for the oversight and coordination of business operations as it pertains to managing Contact Center staffing levels, phone coverage and customer service levels while handling incoming phone calls to assist the business.

12-week paid training program provided

 

Hours vary and include weekends and holidays

Responsibilities

• Responsible for managing resources to impact business operations and service levels results, reviewing schedules and adding/changing daily activities. Utilize Intra Day performance to manage forecasts in 15-minute intervals to meet efficiency and service level goals.
• Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.
• Provides guidance and assistance to other contact center staff, demonstrating operational expertise in call handling and business practices.
• Communicates accurately and effectively with management and customer service representatives with setting and addressing priorities; provides accurate and detailed contact center reports at the end of each shift.
• Addresses both internal and external customer concerns and issues promptly, ensuring a positive customer experience.
• Takes an active role in training and mentoring customer service representatives by using appropriate company resources and tools.
• Provides feedback to contact center staff to enhance call quality and increase productivity.
• Professionally handle incoming calls, assessing the caller’s needs to achieve satisfaction (payment, sales leads, phone orders, emergency delivery/service, hazardous, customer service inquires/escalations, and dispatch).
• Review field schedules and assisting with updates and coordinating on call personnel to support during company off hours.
• Dispatching calls to field personnel, engaging management from the field to seek approval and decisions on customer inquiries and requests. 

 

Why Suburban Propane? Suburban Propane takes pride in serving our employees and does so by offering competitive pay with incentive potential and a comprehensive benefits package including, but not limited to, medical, dental, vision, disability, life insurance, HSA and FSAs, paid vacation, personal and sick pay, tuition assistance, online learning opportunities and training, and a 401(k) with company match and immediate vesting.

For a full list of our benefit offerings please visit https://jobs.suburbanpropane.com/benefits/

Qualifications

• High School diploma or GED required
• Demonstrates strong leadership skills; communicates professionally
• Positively contributes to the morale and culture of the workplace
• Consistently displays our internal Shared Values; acts as a role model amongst peer group
• Fosters an environment of personal growth and development
• Demonstrates strong decision-making abilities
• Is self-motivated and a team player
• Demonstrates ability to effectively handle escalated customer calls
• Effectively communicate both verbally and written
• Ability to multi-task
• Resolve issues quickly and efficiently.
• Ability to positively interact with co-workers

As part of our pre-employment hiring process, background checks and drug screens are performed.

 

Headquartered in Whippany, New Jersey, Suburban Propane Partners, L.P. (NYSE:SPH) is a nationwide marketer and distributor of a diverse array of products to meet the energy needs of our customers, specializing in heating oil and refined fuels, as well as the marketing of propane, natural gas and electricity in deregulated markets. With over 3,000 employees and as the 3^rd largest propane retailer in the country, Suburban Propane maintains business operations in 42 states, providing prompt, reliable service to over one million residential, commercial, industrial and agricultural customers. We are committed to supporting the growth and innovation of propane as a sustainable energy source and investing in the next generation of even cleaner and lower carbon renewable energy sources.

 

It’s an amazing time to become a part of our team as we expand our national footprint and

make strides toward a sustainable, clean energy future!

 

 

At Suburban Propane, we know that our strength comes from our diverse and inclusive team of employees who make a difference in the communities we serve across the country every day. All applicants for employment shall be considered without regard to race, religion, color, creed, national origin, ancestry, age, gender, sex, pregnancy, sexual orientation, gender identity, gender expression, marital status, physical or mental disability, medical condition, genetic information, military or veteran status, or any other classification protected by law.