Customer Service Manager - UPG

The Customer Service Manager is responsible for building and leading a high-performing customer service team and lead within the Customer Care Center. This role plays a critical role in ensuring our customer care is consistent with the service-oriented values of the company. This position is responsible for the training and development of the customer service team as well as orchestrating, leading and monitoring the activity of the customer service team. This role is responsible for the overall customer experience, ensuring their satisfaction with services, in order to generate loyalty and retain customers. Where water solutions are offered, advanced knowledge will be required. There may be some light office administration responsibilities and assisting with special projects as assigned.

General Duties and Responsibilities:

• Provide on-going training and development to customer service team and lead.
• Resolve escalated customer inquiries and/or complaints as needed.
• Run reports and analyze customer data for both trends and opportunities
• Work with Manager of Customer Service Performance to improve the customer experience and ensure that the customer service function is running efficiently and assist in helping the market to run profitably.
• Recruit, train and mentor the customer service representatives.
• Assist with acquisitions on an as needed basis.
• Strong data entry skills and attention to detail is a must.
• Must be able to work well in a fast-paced environment.
• Stay informed and educated on the changes and developments within the propane industry and customer service best practices.
• Maintain professionalism, integrity, security, image and confidentiality of information and records as required by the position.
• Lead and/or attend all safety meetings, training and/or in-services.
• Regular attendance at the worksite is required.

Position Qualifications: Knowledge, Skills and Abilities:

• Advanced troubleshooting and exceptional problem resolutions skills required.
• Exercise solid organizational and communication skills.
• Exceptional phone skills and computer literacy (MS Office).
• Strong leadership and strategic thinking skills.
• Must be dependable with a stable work history.
• Excellent background in management and training techniques.
• Ability to maintain stability under pressure and be flexible and willing to modify plans and behavior when necessary.
• Effectively collaborate with leadership and employees to establish goals and standards.
• Demonstrate a strong commitment to customer service and safety.
• Ability to be a positive representative of the Company both internally and externally.
• Ability to work with respect and cooperation at all times with fellow employees and customers.

Experience/Education:

• High school diploma / GED is required.
• Minimum of 5 years of experience in an office environment preferred.
• Customer service management experience preferred.

Travel:

Local travel only.

Physical Requirements:

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this Job, the employee is regularly required to:
  • Sit for extended periods of time, stand, walk, bend, crouch, squat, and twist on occasion.
  • Perform light lifting of supplies and materials from time to time.
  • Communicate with and exchange information verbally and in writing.
  • Move about in an office environment.
  • Work using repetitive motion.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• Work requires physical efforts associated with using the computer and phones to access information.

Working Environment:

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is:

• Regularly in an office environment.
• Regularly interrupted to meet the needs and requests of fellow employees and/or customers.
• Regularly required to manage a number of tasks at one time.
• Regularly experience a busy environment that will require excellent organizational and time and stress management skills.
• Regularly exposed to sensory demands due to excessive computer use
• The noise level in the work environment is usually moderate.

This position is required to be performed at the work site during regularly scheduled hours. Physical presence at the work site is required.

Meet DCC Propane:

DCC Propane, LLC, a division of DCC plc, has served communities for over 70 years providing propane for residential, agricultural, commercial, and industrial uses, and water conditioning services since 1962. We are continuing to grow and are currently represented by a team of over 900 dedicated and passionate professionals who live and work in 29 states operating under a number of strong regional brands. The business has succeeded in maintaining a strong family-feel with an unwavering commitment to world-class safety standards and customer service with competitive compensation and benefits.

Why Work for Us?

UPG is part of the DCC Propane family. We strongly believe in taking care of our employees so that they can take care of our customers. Our people are what set DCC Propane apart and are essential to our future growth, whether it is by welcoming a new brand into the DCC family or a new employee into our team, we are driven to ensure that our team members have everything they need to be successful. One way we do that, both at work and at home, is by offering a best-in-class benefit plan to our employees. This includes Medical, Vision, and Dentals plans for you and your family, as well as supplemental insurance programs, 401(k) retirement plan with company match, and Paid Time Off plus holidays.

EOE Statement:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.