ThompsonGas is the nation's fastest growing propane retailer, and we are looking for innovative, outside of the box thinkers who want to make an impact. We are rethinking the way we do business and, as a result, our employees are empowered to take an idea and run with it. If you are looking for an environment that will allow you the freedom to drive change, create an unrivaled customer experience and have fun while you're doing it - then ThompsonGas is for you!
We are currently seeking an Area Customer Service Manager for our South Alabama market. This position will support our unprecedented growth by leading a team of sales and service representatives. The ideal candidate is a big picture thinker, self-sufficient and someone who thrives in a fast-paced environment.The Area Customer Service Manager will lead a team and drive the highest possible level of sales and customer service activity. They will be responsible for evaluating, training, staffing and coaching team members to improve productivity and establish best practices. They will work both strategically and tactically to improve overall company performance. This position will report to the Area Vice President.
Major Job Duties:
Lead a team of sales and customer service professionals by establishing clear, measurable and realistic expectations and by providing training and guidance on sales, customer service and systems
Track and analyze Key Performance Indicators, identifying trends and developing strategic recommendations
Monitor staff workloads and call metrics to develop procedures that support efficiency
Achieve customer service objectives by contributing customer service and sales information and recommendations through strategic plans and reviews; preparing and completing action plans; implementing production, and customer-service standards
Maximize performance by providing help desk resources and technical advice to maximize the effectiveness of back office software and customer portal
Resolve escalated customer inquiries including, but not limited to pricing, billing, documenting complaints and setting up new accounts
Provide leadership through long-range forecasting and planning and real-time support
Anticipate the impact of changing business and adjust accordingly
Other duties as assigned
Education and Experience:
Bachelor's degree in business and/or other relevant education/experience
Up to 10+ years of customer service experience; with at least 5 years in a supervisory role
Experience in a call center environment required
Experience driving and coaching sales goals
Ability to translate your skills to other employees through mentoring and training
Excellent communication skills
Excellent interpersonal skills to deal with customers/employees
Demonstrate high level of energy, imitative, professionalism and organizational skills
Ability to work in a fast paced environment
Able to work a flexible schedule, to include possible weekends; Travel 40-50%
Perks With Us:
Medical, Dental, Vision, and 401k with IMMEDIATE eligibility
Company Paid Disability and Life Insurance
Paid sick, vacation and holiday time off that increases with tenure
Employee training programs with career development/advancement opportunities
Employee recognition program
Quarterly bonus potential
Paid maternity leave
Tuition reimbursement program
Wellness Programs with prizes
This is a safety sensitive position. Your job performance will impact the health and safety of our customers, our employees and other individuals, as well as your own health and safety. A pre-employment drug screening, including but not limited to screening for the presence of THC, will be required, except where prohibited by law.
ThompsonGas provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ThompsonGas complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.