Customer Service Representative

Job Title: Customer Service Representative

Department: Alliant Gas

FLSA Status: Non-exempt (Full-Time)

Reports to: Office Operations Manager

Alliant Gas (powered by Pinnacle Propane) provides propane fuel and related equipment to residential, commercial, and wholesale customers, including the sale and lease of propane storage tanks. 

Why Join Alliant Gas/Pinnacle Propane? 

At Alliant Gas/Pinnacle Propane, we pride ourselves on delivering safety, reliability, and exceptional customer service. Our commitment to innovation and sustainability positions us as a trusted partner for residential, commercial, and industrial propane solutions. Join us in making a difference in our community by providing top-notch propane services that power homes and businesses.

We value our employees and offer a comprehensive benefits package to support your well-being and work-life balance. When you join our team, you'll enjoy: 

• Great Benefits: Including medical, vision, dental insurances, amongst others.
• Life Insurance: Financial protection for you and your family.
• Community Volunteering Day: A paid day off to give back to the community and make a difference.
• Paid Time Off: Generous PTO and company holidays to relax, recharge, and spend time with loved ones.
• Retirement Savings Plan: Employer contributions to help you save for the future.

Position Summary:

The Customer Service Representative serves as the primary point of contact for customers, providing exceptional service and support for propane and underground utility operations. This position is responsible for handling incoming customer inquiries, processing payments and billing activities, scheduling deliveries and service calls, maintaining accurate customer records, and coordinating dispatch activities. The Customer Service Representative works closely with customers, drivers, service technicians, and branch personnel to resolve issues, ensure timely service, and support daily branch operations. Success in this role requires strong communication skills, attention to detail, problem-solving abilities, and a commitment to delivering a positive customer experience while maintaining compliance with company procedures and safety standards.

Essential Job Functions: 

• Answer all incoming calls relating to the retail propane and underground utility business 
• Act as internal sales for incoming calls 
• Perform daily Branch Processes and Procedures 
• Maintain adequate systems (CIS.) knowledge 
• Resolve customer problems by clarifying customer complaints; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution 
• Ensure the safekeeping of Company funds and property, personnel practices, security, sales, and record keeping procedures 
• Document calls and issue work orders when necessary 
• Schedule and dispatch bobtail delivery or service technicians 
• Process monthly billing for all customers 
• Receive and log payments from customers and apply to customer accounts 
• Contact delinquent customers to secure payment 
• Enter customer information in the database 
• Process credit card payments 
• Maintain customer files 
• Provide daily, weekly and monthly reports as required by management 
• Propane Dispensing 
• Able to lift, carry, or push up to 60lbs. 
• Maintain a professional image and superior customer service 
• Maintain the Office and facility housekeeping appearance 

Basic Qualifications (Required): 

• High School diploma, GED or equivalent training and experience 
• 2+ years of accounting experience 
• Strong research skills, attention to detail, organizational skills 
• Courteous clients contact skills 
• Excellent written and oral communication skills 
• Excellent interpersonal skills 
• Ability to work in a start-up environment 
• Working knowledge of Microsoft Office & general computer skills 
• Bilingual Preferred 
• Must be able to read, write, understand and speak the English language. 
• Ability to abide by all DOT rules and regulations. 
• Ability to read, analyze, and interpret documents, manuals, and reports. 
• Ability to respond to common inquiries or complaints from clients, regulatory agencies or members of the business community. 
• Consistently demonstrates cooperative, team-oriented behavior. 

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

• Employee is regularly required to talk, hear, stand, and walk 
• Employee is occasionally required to lift office products and supplies, up to 20 pounds  

DISCLAIMER: This job description outlines the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications required. Responsibilities may be modified based on business needs and organizational requirements.

EEO Statement: Pinnacle Propane is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Pinnacle Propane complies with all applicable federal, state, and local laws regarding nondiscrimination and affirmative action. 

Reasonable Accommodations: Pinnacle Propane is dedicated to providing reasonable accommodations for job applicants with disabilities. Should you require assistance or an accommodation during the application process due to a disability, kindly email recruting@pinnaclepropane.com.

Pinnacle Propane strives to ensure its careers website is accessible to everyone, including individuals with disabilities. If you encounter any difficulties accessing Pinnacle Propane’s careers website, please reach out to us at recruting@pinnaclepropane.com so that we can offer the information or assistance you need through alternative methods and/or discuss a reasonable accommodation for the application process.

Drug-Free Workplace: Pinnacle Propane maintains a drug-free workplace. Employment is contingent upon successful completion of all applicable pre-employment requirements, including drug testing.

Solicitation Disclaimer: Pinnacle Propane does not accept unsolicited resumes or applications from recruitment agencies. Any unsolicited information submitted to Pinnacle Propane by third-party agencies will be considered property of Pinnacle Propane, and we will not be responsible for any fees associated with such submissions.