Customer Service Manager

The Customer Service Manager is responsible for customer-facing administrative support functions as it relates to delivery and service account issues. Directs the customer service team daily to ensure the delivery of a high-quality experience to current and new customers in a timely, professional manner. Provides visibility on all customer related aspects of the business through reports and direct customer interactions. Manages a wide range of administrative tasks to ensure effective support of customers, service, and delivery teams.

Customer Service Manager Job Duties & Responsibilities

• Provides a consistently high level of customer satisfaction, value, and trust through effective and professional communication with new and existing customers alike.
• Supervises the Customer Service Representative team, ensures a timely and effective response to customer problems or issues. Manages customer issues as it relates to billing, account set-up and management.
• Generates reports to various government agencies, i.e., the Low-Income Home Energy Assistance Program as well as the timely filing of customer related documents and contracts.
• Reviews and maintains oversight on all business correspondence, invoices, statements, and other materials to maintain uniformity and a consistent message.
• Manages the customer credit approval and monitoring process in a way that is consistent with company policy, including working with outside collection agencies as required.
• Utilizes multiple web-based platforms to maintain visibility on key aspects of the business. Analyses data to enhance the customer experience and to improve the overall profitability of the organization.
• Works closely with delivery and service managers to ensure intraoffice communication is transparent and open to effectively mitigate issues and incidents while delivering a high-quality service.
• Conducts quarterly and annual performance reviews with customer service staff.
• Other duties as directed by the General Manager to meet operational demand.

Customer Service Manager Leadership Competencies

• Team Building: Fosters a positive and collaborative team environment, builds strong relationships with team members, and empowers employees to reach their full potential.
• Problem-Solving: Identifies and analyzes complex problems, develops and implements effective solutions, and makes sound decisions under pressure.
• Communication: Effectively communicates both verbally and written to internal and external stakeholders, actively listens, and provides clear and concise information.
• Customer Focus: Demonstrates a strong commitment to customer satisfaction, builds customer loyalty, and resolves customer issues in a timely and professional manner.
• Performance Management: Sets clear performance expectations, provides regular feedback, and coaches employees for success.

Customer Service Manager Experience/Skills

• Strong knowledge of customer service and/or business administration, preferably in the oil and propane business, with demonstrated ability to effectively manage a customer service team.
• Minimum of five (5) years of experience working in customer service.
• Experience with Cargas desirable but not required.
• Ability to evaluate multiple ongoing tasks and non-routine situations, determine priorities and organize work in a manner that allows for timely support of customers.
• Self-directed and able to complete all duties with limited supervision.
• Strong understanding and prior experience in account set-up, billing, accounting, and analyzing data.
• Proficient user of Microsoft Office (prior experience with customized internal computer programs i.e., petroleum software application) preferred.

EEO and ADA Commitment

At Sail Energy, everyone matters and has a voice. We are committed to providing an environment of mutual respect where equal opportunities and reasonable accommodations are available to all applicants and team members. Decisions are based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, creed, national origin, ancestry, marital status, sex, sexual orientation, gender identity or expression, physical or mental disability, pregnancy, genetic information, veteran status, age, or any other non-merit characteristic protected by federal or state laws. If reasonable accommodation is needed to participate in the job application or interview process, please contact the Human Resources Department at [email protected] or call 207-837-4130. We will not respond to unsolicited third-party recruitment agencies.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 5 years (Preferred)

Work Location: In person