Customer Service Specialist

Department: Customer Service
Reporting Structure: Customer Service Manager

Job Purpose: 
To make Peterson Oil Service Inc the service provider of choice by:
• Anticipating, meeting and exceeding customer’s expectation.
 
Essential Functions:
 
Customer Relations:
• Answer customer questions/concerns by gathering information from the caller to identify their needs and determine the appropriate action (scheduling service work orders and/or delivery tickets)   
• Ensure customer satisfaction through a prompt and courteous manner by following company 3-ring response rule, providing accurate information regarding their products, service contract, status of their service calls, and account information. 
• Maintain accurate customer records (modifications, updates, new accounts).
• Provide customer with accurate information regarding company products and services
• Maintain a strong working relationship with other departments to ensure the correct flow of information from customer service to other areas; follow-through
• Provide excellent customer service to walk-in customers who maybe paying the bills or purchasing a fuel product.
• Ensure customer satisfaction; review customer surveys and follow-up with customer via phone calls

Inside Sales
• Be proactive to ensure customer service excellence through follow-up calls and offering services that will benefit the customer and the company (product up-selling).
• Provide potential new customers with product and service information. 
Training:
• Be available for technical training to learn more about the company products and technical terms associated with the heating and cooling industry  (ride-ons, in-house training)
• Achieve goals and development plans as developed with Customer Service Manager

Additional Responsibilities:
• Review annual tune-up scheduling report; mail reminder cards to customers and making daily scheduling calls to customers; maintain accurate records
• Update service work orders upon billing; entering essential information into customer accounts; set up filing and date system for cards- engineering information
• Responsible for incoming faxes; distribute to appropriate parties
• Update customer files with terminations daily, report all terminations to CS Manager
• Be available for one-time projects as requested by CSM, DOO or President
• Daily Credit card processing.
• Monthly credit card processing as designated by CSM, DOO or President
• Complete customer surveys daily on previous work completed and report results daily 
• Proactive scheduling of A/C service and preventative maintenance
• Maintain company cash box, reconcile on a daily basis

Education: 
• HS Diploma or equivalent
Minimum Knowledge & Experience:
• 1-2 years customer service experience   
• Proficient in the use of computer based applications and MS Office
• Ability to work in a fast-paced high pressure environment
Desired Knowledge & Experience: 
• Previous industry related experience
Other Skills & Behaviors:
• Skills: Communication: verbal, written and listening techniques, Problem Solving, Interpersonal, Persuasive     
• Behaviors: Team-oriented, Attention to Detail, Accurate, Accountability, Empathy, Resourceful