Overview

Overview:

We are currently looking for a Customer Relations Specialist to play a pivotal role in helping to support excellent customer service, customer retention and new customer acquisition. As a Customer Relations Specialist, you will serve as a main point of contact for our customers by handling inbound and outbound sales and service related calls which involve resolving issues, determining customer needs, offering appropriate products and services, closing sales and maintaining accurate customer records.

Responsibilities:

• Handle a high volume of incoming calls ensuring customer service quality, efficiency, and accuracy at all times
• Maintain an in-depth knowledge of Suburban Propane products and services, customer account and billing processes, new customer information, and various policies and procedures related to product delivery and service
• Utilize a proactive sales approach with every customer interaction to uncover additional sales and service opportunities
• Present a professional, confident and enthusiastic image to develop trusting relationships with all customers
• Effectively manage customer account data which includes setting up new accounts and maintaining related data

 

Why join the Suburban Propane team? Because we care about the physical, mental, and financial wellbeing of our employees and provide them with competitive pay plus incentive potential and an outstanding benefits package including:

• Medical, dental, and vision (eligibility after just 30 days of employment)
• Paid time off that increases with tenure
• A 401(k) with company match and immediate vesting
• A new employee training program and many opportunities for continued learning and career development
• Disability and life insurance
• Employee recognition program
• Generous tuition assistance program
• Propane discounts

 

For eligibility, the number of days provided under our PTO plan, and other information about benefits please visit: https://jobs.suburbanpropane.com/benefits/ .

 

Qualifications:

• Minimum of 3 years of experience in a customer service role
• Minimum of a High School diploma or GED preferred
• Solid computer skills including Microsoft Office, data entry and the ability to run and analyze reports
• Ability to multi-task and prioritize assignments in a team environment

 

Suburban Propane Partners, L.P. ("Suburban Propane") is a publicly traded master limited partnership listed on the New York Stock Exchange.  Headquartered in Whippany, New Jersey, Suburban Propane has been in the customer service business since 1928 and is a nationwide distributor of propane, renewable propane, renewable natural gas ("RNG"), fuel oil and related products and services, as well as a marketer of natural gas and electricity and producer of and investor in low carbon fuel alternatives, servicing the energy needs of approximately 1 million residential, commercial, governmental, industrial and agricultural customers through approximately 700 locations across 42 states.  Suburban Propane is supported by three core pillars: (1) Suburban Commitment – showcasing Suburban Propane's nearly 100-year legacy, and ongoing commitment to the highest standards for dependability, flexibility, and reliability that underscores Suburban Propane's commitment to excellence in customer service; (2) SuburbanCares – highlighting continued dedication to giving back to local communities across Suburban Propane's national footprint; and (3) Go Green with Suburban Propane – promoting the clean burning and versatile nature of propane and renewable propane as a bridge to a green energy future and investing in the next generation of innovative, renewable energy alternatives.  For additional information on Suburban Propane, please visit www.suburbanpropane.com.

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!

 

Applications will be accepted until the position is filled. As part of our pre-employment hiring process, background checks and drug screens are performed. For more information about our hiring process, please visit: https://jobs.suburbanpropane.com/our-hiring-process/

 

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. As an Equal Opportunity Employer, we consider all applicants for employment without regard to an individual’s age, sex, sexual orientation, gender identity, race, color, creed, religion, national origin or ancestry, citizenship, marital status, familial status, physical or mental disability, handicap, military or veteran status, genetic information, pregnancy, or any other category protected under federal, state or local law, regulation, or ordinance.

In line with these values, Suburban Propane considers all qualified applicants, including those with criminal histories, in a manner consistent with applicable laws. To that end, the Company welcomes such applicants in accordance with the California Fair Chance Act, the Los Angeles City Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and the San Francisco Fair Chance Ordinance. Philadelphia applicants can review information pertaining to Philadelphia’s Fair Criminal Record Screening Standards Ordinance here: https://www.phila.gov/documents/fair-chance-hiring-law-poster #SP-AC

Responsibilities

General

• Maintain an in-depth knowledge of Suburban products and services, customer account and billing processes, new customer information, and various policies and procedures related to product delivery and service. 
• Utilize proactive sales approach with every customer interaction to uncover additional sales and service opportunities. 
• Develop trusting relationships through all client contacts, present self professionally, with poise, confidence and enthusiasm. 

• Document customer calls thoroughly and accurately, consistent with Company procedures. 

   

New Customer Acquisition

• Answer and qualify inbound sales calls, develop incoming leads into new accounts. Question customers tactfully to determine needs and explain appropriate energy products and services, such as residential propane and oil installations and deliveries, pricing and delivery programs, service contracts and appliances. Close sales and complete related documentation. 
• Pursue new customer opportunities. Follow up on marketing campaigns and inactive customer list, track leads and capture cross-selling opportunities. Develop incoming leads into new accounts. 
• Effectively manage customer account data. Set up new accounts and maintain related information. 
• Follow-up on new customer installations to ensure complete customer satisfaction. Coordinate with other CSC personnel to resolve any issues. 
   

Customer Retention

• Focus on strengthening customer relationships and rapport at all times. 
• Handle high volume of incoming calls. Resolve customer complaints in a friendly and tactful manner, even when caller is irritated or emotional. Ensure customer service quality, efficiency, and accuracy for all call transactions. Coordinate with personnel from other functions and more senior Customer Relationship Specialists when necessary to research and resolve issues. 
• Reach out to idle customer base to generate revenue. Initiate outbound sales calls to targeted customers such as tune-up, service and automatic delivery scheduling, installation follow-up and cross-selling. 
• Follow-up on service or delivery failures to reassure the customer and ensure customer satisfaction. Coordinate with CSC personnel to adjust routing or other issues as appropriate. 
• Administer “Move In Move Out” and similar processes. Track customer location and asset movements for inactive sites. 

 

SUPERVISION

• Works under general supervision. Calls are randomly monitored and other work is reviewed regularly to assure compliance with company procedures and standards. 
• May provide guidance to less experienced Customer Relations Specialists. 

 

ANALYSIS/DECISION MAKING

• Follows company procedures and guidelines to perform most job functions. 
• Uses discretion to resolve more complex or escalated customer problems. 
• Notifies supervisor of any issues that might impact safety, customer satisfaction, productivity, and other established goals and standards. 

Qualifications

Education

• High School diploma, GED or equivalent training and experience. 

   

Experience

• Knowledge of advanced Customer Service and basic Sales concepts, procedures and practices attained through 3+ years of related experience. 
• Good understanding of basic computer applications including MS Office, able to learn and apply multiple business software applications. 
• Familiar with oil and gas fired appliance and related distribution system terminology (training is provided).