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ACE Customer Service Rep - Customer Relations

Location: 

Pacific, WA, US

Company:  AmeriGas Propane, Inc.

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premiere propane company, serving over 2 million residential, commercial, industrial and motor fuel propane customers.  Together, our 8,500 dedicated professionals will deliver 1.5 billion gallons of propane from 1,400 distribution points across the United States.

Job Summary (Purpose): 

 

The ACE Customer Relations Representative (CRR) acts as the first point of contact for all AmeriGas Districts / Customers. The position is responsible for ensuring an extraordinary customer experience by building and maintaining relationships with customers and providing prompt and accurate service. 

 

The ACE CRR drives customer satisfaction through accurate posting of daily work through SAP, handling customer complaints and inquiries and maintains strong organizational skills when supporting delivery and service operations. The position supports the ACE Operations Manager in the day to day operations of the Production Center.

 

Core Competencies:

 

  • Safety Mindset - Demonstrates an understanding of the importance of safety to the company; considers the impact on safety when making decisions; consistently models safety practices
  • Customer Focus - Makes customers the highest priority, second only to safety; is committed to meeting the needs of all customers; establishes rapport and engages customers in discussion of their needs;
  • Integrity & Trustworthiness - Demonstrates high professional and personal standards; treats people fairly and with respect; handles confidential information appropriately.
  • Communication - Listens and responds appropriately to others; articulates ideas clearly, persuasively, and concisely
  • Meets Commitments - Sees issues through to completion; checks with appropriate parties to ensure issues have been completely resolved; finds ways to overcome barriers that initially prevents oneself from immediately solving problems and getting the job done.
  • Prioritizes & Organizes - Prioritizes and organizes the work to effectively allocate time among projects; effectively uses resources; balances the workload when involved in multiple projects to meet appropriate deadlines.

 

Duties and Responsibilities:

 

  • Acts as the first line of customer contact, represents AmeriGas in a positive way on a daily basis
  • Solves customer service issues with the goal of customer satisfaction.
  • Answers phone calls and responds to all customer inquiries including, but not limited to documenting complaints.
  • Offers solutions to customer complaints that balance the best interest of the customer and the company.
  • Actively participates in safety training and meets all safety training requirements.
  • Accurately maintains customer data, transactions, and information in SAP through data entry and monitoring.
  1. Maintains records for Scrap payments and Recertification
  2. Assists with routing/scheduling issues as they arise.
  3. Tracks inventory including daily/weekly/monthly entries of steel on site, cages, valves and fuel.
  4. Tracks Cylinder deliveries through CIT.
  5. Enters payroll hours and extract time clock reports.
  6. Updates daily, weekly, and monthly folders and report information to Portal.
  7. Assists with various reports specific to ACE.
  8. Maintain a clean and organized office environment as well as order supplies and forms, as needed.
  9. May run errands for the facility.
  10. Other duties, as assigned.

     

    Knowledge, Skills and Abilities:

     

  • Advanced knowledge in Microsoft office and windows based applications.
  • Ability to master SAP
  • Must have strong organizational skills as well as be extremely detailed oriented.
  1. Must be able to work well in a team-oriented environment.
  2. Must be service-oriented.
  3. Must have a professional telephone manner with the ability to maintain composure and remain pleasant under high pressure situations.
  4. Must be resourceful and excel at problem resolution.
  5. Ability to read, analyze and interpret general business correspondence, company policies and procedures and governmental regulations.
  6. Ability to multi-task under high-pressure situations.
  7. Ability to write business correspondence.
  8. Ability to effectively present information and respond to questions from employees, managers, customers and the general public.
  9. Knowledge in Accounting is a plus.

     

    Education and Experience Required:

     

  10. High school diploma required
  11. Two or more years in customer service industry strongly preferred
  12. Prior SAP experience is a plus
  13. Valid Driver’s License required

     

    Working conditions:

 

  • The employee will be working in both office and external work environments. 
  • May be required to lift and/or carry up to 40 pounds.

 

Disclaimer & Approvals

 

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

AmeriGas is a Drug Free Workplace.  Candidates must be able to pass a pre-employment drug screen and a criminal background check.  AmeriGas is an Equal Opportunity Employer.


Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue

Job Segment: Customer Service Representative, Payroll, ERP, SAP, Customer Service, Finance, Technology