Customer Service Manager in Saratoga, NY at Ferrellgas

Date Posted: 3/23/2018

Job Snapshot

Job Description

For more than 70 years, people all across America have relied on Ferrellgas for their home, business, and agricultural needs.
Why work at Ferrellgas? Because Ferrellgas maintains a friendly, family, competitive atmosphere within a growing Organization that currently stands second largest in the U.S. Our blue trucks stand at the forefront of green efforts by means of new propane fueled initiatives such as autogas. Performance improvement is expected and is facilitated through in house competitions and annual employee recognition awards.
We strive to hire and retain the most elite employees, several of which have been featured in Ingram's "Top 40 under 40" lists. Not only does Ferrellgas care about the Employee, we care about the Employee's family as well; which is why we offer a scholarship program for the children of our Employees. Not to mention Ferrellgas is a Fortune 1000 company!
If you want to be part of a winning Organization, join the Ferrellgas Team today!
Job Summary: Under general supervision, this position is responsible for overseeing the day-to-day Customer Service functions of a large Service Center with multiple Service Units. This position ensures that all Customer Service tasks are completed in a timely fashion, the Customer Service Specialists maintain a high level of performance, and the standards of Ferrellgas Customer Service are achieved. Typically requires a Bachelor's degree and 2-5 years' experience in Customer Service.
Essential Functions:
  • Leads a Customer Service team that provides an exceptional level of service to all Customers.
  • Maintains a growth mentality, contributing to the development of marketing plans
  • In conjunction with the Company's Human Resources, interviews, hires and terminates staff as needed.
  • Sets clear and realistic expectations. Provides the necessary tools and resources required to achieve expectations.
  • Partners with General Manager and other leadership to assess the quality of customer interactions throughout the Service Center.
  • Ensures that team is providing daily support to Account Manager to facilitate growth.
  • Provides orientation and on-the-job training for new Customer Service Specialists and ensures that the authority, duties and responsibilities for each position are defined and understood.
  • Provides cross-training on all CSS duties so that employees have the ability to do all Customer Service related functions.
  • Provides coaching and guidance to continually improve our effectiveness in serving customers.
  • Ensures communication of company initiatives to the CSS staff. Facilitate regular team meetings keeping employees informed about the Customer service goals and objectives.
  • Provides individual performance evaluations and improvement plans on a continuing basis.
  • Manages Customer Service staffing based on Service Center business needs.
  • Directs and assigns the daily, weekly, monthly Customer Service tasks ensuring timely execution to include a high level of accuracy upon completion.
  • Handles all escalated customer complaints.
  • Fosters and leads a positive team environment.
  • Serves as liaison between customer service team, management team and corporate partners gathering information to resolve issues.
  • Ensures all customer interactions are consistently and accurately maintained in the system.
  • Provides a level of Customer service that fosters Customer satisfaction and positions the Service Center to grow and retain Customers.
  • Bachelor's Degree preferred and equivalent of 2-5 years' experience in Customer Service and office administration. Previous management experience a plus.
  • Strong organizational skills.
  • Strong Typing and data entry experience.
  • Proven telephone communication skills.
  • Proficient PC skills (Outlook, Word, Excel, PowerPoint)
  • Ability to get along with others and work within a team environment.
  • Genuine commitment to providing superior Customer Service.
  • Basic accounting skills.
  • PeopleSoft experience preferred.
Supervisory Responsibility
  • This position is responsible for supervising Customer Service team.

Ferrellgas offers competitive pay, a comprehensive cafeteria style benefits package, a wellness credit, a 401(k) plan with a company match, an Employee Stock Ownership Plan, paid holidays, vacation, and bonus potential.