Service Intake Representative - Mid Atlantic

As a key member of the Customer Experience team, the Service Intake Representative will serve as the first point of contact for customers requesting technical services. This role is responsible for accurately capturing service requests, verifying details, and initiating work orders to ensure timely and efficient resolution. The Service Intake Representative will collaborate closely with Service Coordinators, Technicians, and Operations to maintain high standards of customer satisfaction and operational excellence.

Why join us:

Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.
Competitive Compensation: We offer highly competitive compensation and a total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively.
Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial and social well-being.
Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.

What you'll do:

• Handle incoming emergency and serious incident calls
• Escalate emergency and serious incident calls per protocol and triage to appropriate teams
• Adhere to company policy and procedures
• Receive and process incoming service requests via phone, email, or digital platforms.
• Gather and verify essential details (customer information, service type, urgency, compliance requirements).
• Provide clear communication on next steps, timelines, and expectations.
• Create accurate service work orders in the system, ensuring all required fields are completed.
• Assign priority levels based on customer needs and company guidelines.
• Maintain records of all interactions and updates for audit and compliance purposes.
• Liaise with Service Coordinators to ensure proper scheduling and dispatch of technicians.
• Monitor intake queues and escalate urgent requests to appropriate teams.
• Confirm appointments with customers and handle rescheduling when necessary.
• Address basic customer inquiries and troubleshoot common issues before escalation.
• Collaborate with internal teams to resolve discrepancies or delays in service initiation.
• Adhere to established customer experience protocols and service level agreements (SLAs).
• Ensure all documentation meets internal and external compliance requirements.
• Ability to cross-train in all customer service functions and take on those duties as needed.

What you bring:

• High school diploma required; post-secondary education preferred.
• Minimum 2 years of experience in customer service role, preferably in a call center environment
• The ideal candidate would have experience in service customer support and work order creation
• Strong organizational skills and ability to manage multiple priorities.
• Technical Proficiency: Proficiency with computers and web-based programs like Microsoft Office Products, scheduling systems and CRM tools.
• Problem-Solving: Ability to ask probing questions and resolve issues effectively.
• Time Management: Strong time management and decision-making skills.
• Ability to work overtime hours, which may include Saturdays and Sundays
• Legal authorization to work in the United States is required. We will not sponsor individuals for employment visas now or in the future for this job opening.

The expected hourly rate for this position is $18.00 - 22.00 per hour.

Please note the compensation information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, candidate’s geographical location, as well as market and business considerations.

Here at Superior Plus Propane, we are an equal opportunity employer committed to the inclusion and accommodation of all individuals, we welcome all qualified candidates to apply. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at [email protected] to let us know how we can enhance your experience.