CUST SERV REP

Providing responsive, reliable support to ensure every customer has positive experience

Job Title: Customer Service Representative

Reports to: National Customer Service Director, AWAI

Location: Woburn, MA

Hourly Non-Exempt: $22.00 - $25.00 commensurate with experience

Summary

The Customer Service Representative is responsible for providing exceptional service to internal and external customers by promptly responding to inquiries, resolving issues, coordinating with internal departments, and ensuring customer needs are met accurately and efficiently. This position serves as a key point of contact for customers and plays an important role in maintaining strong customer relationships and supporting the overall effectiveness of the Customer Service team.

Essential Functions

• Respond promptly and professionally to customer inquiries received by telephone, email, and other written communications.
• Handle inbound and outbound customer calls to address questions, provide information, and fulfill customer needs.
• Accurately document customer inquiries, requests, concerns, and resolutions.
• Assist with investigating and resolving complex customer complaints and service issues.
• Coordinate and expedite customer requests with other departments to ensure timely resolution.
• Conduct customer inventory audit calls and accurately document inventory information.
• Follow established customer service procedures, policies, and quality standards.
• Meet or exceed established call monitoring and customer service performance expectations.
• Manage daily assignments and responsibilities through completion while meeting established deadlines.
• Maintain accurate and organized customer records and documentation.
• Communicate effectively and professionally with customers, coworkers, and other departments.
• Identify opportunities to improve customer service processes and contribute to the overall efficiency of the Customer Service team.
• Perform other duties and responsibilities as assigned.
  

Roles & Responsibilities

• Deliver consistent, professional, and solutions-focused customer service.
• Meet or exceed established call monitoring, quality, and performance standards.
• Demonstrate exceptional verbal and written communication skills.
• Maintain a positive, professional, and customer-focused attitude during all interactions.
• Effectively prioritize and manage multiple assignments in a fast-paced environment.
• Take ownership of customer inquiries and follow through to resolution.
• Work collaboratively with other departments to resolve customer issues and improve service levels.
• Complete assigned work accurately and within established deadlines.
  
• Maintain confidentiality and exercise sound judgment when handling customer information.

 Required Skills & Experience

• Demonstrated experience handling both inbound and outbound customer calls.
• Proven record of providing reliable and effective customer service to internal and external customers.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Highly organized with the ability to prioritize and manage multiple tasks simultaneously.
• Extremely detail-oriented with a strong commitment to accuracy.
• Ability to work effectively under pressure and meet urgent deadlines.
• Self-motivated team player with a positive and professional attitude.
• Strong time-management and follow-through skills.
• Demonstrated reliability, dependability, and accountability.
• Proficient computer skills, including Microsoft Outlook, Word, and Excel.
• Ability to navigate the internet and learn new software systems and applications.
• Ability to communicate effectively with individuals at all levels of the organization.
  

Preferred Qualifications

• Previous customer service or call center experience.
• Experience working in a fast-paced customer service environment.
• Experience with customer account management, inventory verification, or audit calls.
• Experience using customer relationship management (CRM) or other customer service software.
• Strong knowledge of customer service principles and practices.
  

Key Competencies

• Customer Focus
• Communication
• Problem Solving
• Attention to Detail
• Organization & Time Management
• Teamwork & Collaboration
• Accountability
• Professionalism
• Reliability
• Adaptability
  

Physical Requirements

• Ability to speak and hear effectively in person and by telephone.
• Ability to sit for prolonged periods while working at a desk and using a computer.
• Ability to lift and carry up to 20 pounds occasionally.
• Ability to stand, walk, and move throughout the facility as needed.
• Ability to access and navigate all applicable areas of the organization's facilities.
• Ability to perform the essential functions of the position with or without reasonable accommodation. 

Work Environment

• Work is performed primarily indoors in a controlled-temperature environment.
• Position may require occasional exposure to outdoor conditions and changing weather.
• Position may require occasional access to or proximity to plant and operational areas.
• Employees are expected to follow all applicable workplace safety policies and procedures. 

Safety Requirements

All employees are responsible for maintaining a safe work environment and are expected to:

• Report safety hazards immediately.
• Immediately report incidents involving illness, injury, or property damage.
• Wear appropriate personal protective equipment (PPE) as required and whenever working in or near designated plant areas.
• Comply with all company safety policies, procedures, and rules.
• Stop, refuse, and report any task or operation that appears unsafe.
• Participate in required safety meetings, training, and programs.
• Maintain constant awareness of personal safety and the safety of coworkers.
• Follow all applicable facility-specific safety requirements. 

Work Authorization

Candidates must be legally authorized to work in the United States and provide appropriate work authorization documentation

EEO STATEMENT

American Gas Products, Inc. is an EEO/AA Employer M/F/D/V.