Our Customer Care Representative IIIis the primary contact role for customer requests regarding all Customer Service processes, procedures, and information including; order taking, product delivery, pricing, terminal access, billing, credit, and other customer-related requests for information on products and services. Serving as liaison between energy customers and Sprague support personnel, this position requires the ability to quickly and effectively reconcile issues or problems and answer all inquiries. In addition, the Customer Service Rep III tracks activities to help identify recurring customer needs in an effort to improve the processes and better serve customers.
Major duties and responsibilities include:
Serve as member of the Customer Service team responsible for answering customer calls related to energy marketing and delivery
Conduct all interactions in a professionally positive tone
Apply extensive system and product knowledge to directly or indirectly reconcile difficult problems and answers complex inquiries, conduct research on cause, and coordinate with other internal departments to solve
Maintain customer and account data and record and track customer inquiries within the appropriate system(s)
Recommend suggestions to improve our processes and Sprague’s customer experience, assist with implementation of improved processes and test system enhancements as they are developed
Demonstrate a strong capability to troubleshoot issues across multiple systems used by department
Assist less experienced team members directly and/or handle more difficult issues escalated from them
Develop training protocol for and execute training of less experienced team members
Develop and maintain process documentation
Lead and organize department projects as needed
Assist supervisor with assigning and prioritizing workload to ensure all communications are promptly handled
Provide backup coverage and support supervisor as required
Participate in ongoing Customer Service training to ensure adequate systems expertise, expedient training of new personnel, and improvement of general skills
Other duties as required
Education / Experience / Skill Requirements:
Associates degree, 5 or more years of related experience.
Excellent verbal and written communication skills, Spanish language fluency preferred
Computer skills, including strong knowledge of Microsoft Word, Excel, and Internet Browsers
Familiarity with customer-centric databases preferred (e.g., Solarc, Finesse, JDE, Pricelink, SalesForce, Fleetnet and Voyager, etc.)
Ability to work well with others, multi-task, organize workload, show high level of accuracy and attention to detail and perform under pressure in a fast-paced environment
Ability to problem solve and conduct research for customer inquiries
Exercise sound judgment when directing customer referrals to others, following up as needed to ensure resolution
We want to hear from you!
Do you like to solve problems and consider yourself forward thinking? If you are looking for a place where you can learn a lot about the energy industry while constantly challenging yourself, then Sprague is your place. Sprague employees are dedicated and driven, and we constantly strive to be the best in the industry. We work best as a team, knowing that collaboration leads to innovation and the best customer experience. As a company that has continued to evolve with the energy industry for the last 150 years, we are looking for hardworking employees to join us as we remain at the forefront of the industry.
What we offer:
Sprague takes a collaborative, customer-centric approach to providing best-in-class energy products and related services throughout the Northeast. As a publicly traded company (NYSE:SRLP) founded in 1870, we pride ourselves on offering customers the expert solutions and high-quality service that help their businesses thrive in any market landscape.
Sprague values innovation, safety, integrity and people. We know that our people are what set us apart from our competition, and we work hard to make sure each employee across our 20+ locations knows how important they are to our organization. We recently surveyed our employees to ask them their favorite part of the job. Unanimously, they answered with "the people I work with." You are part of a team and a family at Sprague, and everyone works together to ensure the success of both the company and the individual.
In addition to great coworkers, you will enjoy perks like medical benefits and retirement contributions that start on your first day. Sprague also provides tuition reimbursement for any employee that would like to further their education. Sprague has a casual business dress code where you can wear jeans to work! Do you like to get involved where you work? Sprague has a range of committees to support varying initiatives (Sustainability, Charitable, Scholarship, FunForce, etc.). Sprague is a place that cares about its employees, its community, and about creating a place where people want to come to work every day.
Plus we have some great benefits!
Traditional and Roth 401(k) plans with employer match
Defined Contribution Plan with an automatic 5% contribution from Sprague
Choice of high deductible and PPO Health Plans to fit your individual needs
Paid Volunteer Time
Flexible Working Policy
Come join us to learn why we are consistently celebrating 20-, 30-, and even 40-year anniversaries here at Sprague!
Sprague is an EEO/AA employer. We strongly encourages minorities, females, Vets and individuals with disabilities to apply.
Sprague is one of the largest independent suppliers of energy and materials handling services in the Northeast with products including home heating oil, diesel fuels, residual fuels, gasoline and natural gas. Over the years, Sprague has aggressively expanded its offerings to meet the ever-changing energy and logistics markets. Coupled with its strong physical assets, Sprague provides differentiated products and services including value-added customer support and online tools that are unmatched