| Position Name: | Lead Customer Service Specialist |
| Location: | Gallup NM |
| Department: | Full-Time - Regular |
| Description: | The primary purpose of the Sr. CSS is to support the Service Center General Manager. Assists with on-going CSS training, ensures every Customer receives exceptional treatment whether by phone or in person; direct the day-to-day activities in the area of Customer service and accounting operations in the Service Center. The Sr. CSS is required to know, understand and navigate PeopleSoft to the degree of being a PS expert. Typically requires 5 or more years of Customer Service experience. Associates Degree Preferred.
Essential Functions:
• Provides coaching and guidance to improve effectiveness in serving Customers.
• Provides orientation and on-the-job training for new Customer Service Specialists and ensures that authority, duties and responsibilities for each position are defined and understood. Continues to provide cross-training on all CSS duties so that Employees have the ability to do all jobs in the office.
• Participates in individual and team meetings; keeps Employees informed about the service goals and objectives and progress toward those goals. Communicates changes in procedures, and updates on Customer or delivery issues that impact their work.
• Assists with staffing schedules of regular and flexible Employees so that work is completed in a productive and cost-efficient manner.
• Plans a regular time to work along with each Customer Service Specialist in order to develop a productive working relationship and provide feedback on performance.
• Assists the SCGM on the day-to-day activities of the Service Center staff by assigning work to the appropriate Employee. Follows up to see that assignments are completed as directed. Assists the Employee in resolving any problems in completing the work.
• May be asked to assist in interviewing potential new hires for CSS I and CSS II placements to provide feedback to the SCGM.
• Ensures all Customer complaints are handled courteously and effectively. Makes follow-up calls to confirm that Customers are satisfied with the solution.
• Establishes procedures and systems to ensure that all orders, deliveries and service work are coordinated with and communicated to the delivery team properly.
• Promotes positive environment by encouraging communication and productive relationships among Service Center team members.
• Coordinates new Customer set-ups and installations, makes sure all agreements are on file, service orders are coordinated, and proper routing is established.
• Responsible for overseeing the Service Centers daily accounting operations ensuring that accounting system contains complete and accurate information about customers’ accounts and the Service Centers accounts. This is achieved by:
• Keeps every Customer’s account current and accurate. Ensures that all data entry is complete and accurate. Reviews daily work to confirm accuracy.
• Monitors processing of daily work to ensure accurate and timely deposits.
• Directs all collection activities so as to maintain the Service Centers’ accounts receivables at an acceptable rate and make sure credit policies are followed.
• Directs month-end closing, verifies information, prepares reports before deadlines and makes adjustments to achieve accurate financial reporting.
• Maintains open and productive communications with Service Center staff and Division staff.
• Responsible for answering non-routine questions that require deviation from standardized processes.
• Investigates, analyzes, and solves complex customer billing, technical, and contract issues.
• Requires extensive knowledge of the company's products and services. |
| Requirement: | • 5+ years of customer service experience.
• Associates Degree Preferred.
• Excellent Customer service skills.
• Multi-unit experience is preferred.
• Exceptional communication/interpersonal skills.
• Management and leadership skills.
• Solid mathematical and accounting principles.
• Solid PC computing skills.
• General business concepts and principles.
• Solid Telephone Skills
• General PC skills (Word, Excel, PowerPoint) routing/distribution software experience preferred.
Preferred
• Routing/distribution software experience preferred
• Propane industry experience
• PeopleSoft experience
• Billing reconciliation
• Associate’s Degree |
| | Ferrellgas is an Equal Opportunity Employer and does not make decisions based on an individual's race, religion, gender, national origin, age, veteran status, disability, or any other status or condition protected by applicable state or federal law, except where a bona fide occupational qualification applies. |