Job Description

Looking for an opportunity with a company whose Core Values include Teamwork, Customer Care, and Employee Ownership? Cargas is that company. Being recognized for 19 years on the PA Best Places to Work list confirms that we do what we say.

From our employee-owned culture to our casual dress code, Cargas does things a little differently. You get to be in the thick of the action. We practice Open Book Management, so you know the sales, profits, challenges, and opportunities. We collaborate at all levels, so your ideas are heard. We have a flexible work environment, so we trust you to make good decisions on when you need to put in extra effort to take care of customers and when you can take time for personal matters. We share success widely through our Profit Sharing, Bonus Plan, and Employee Ownership. We work hard and have fun!

Cargas is hiring a Customer Support Consultant on our Energy team to solve inbound customer inquiries via chat, email, and support tickets in a timely and professional manner. The Customer Support Consultant will provide an exceptional customer experience by delivering user education efficiently and accurately on triaged customer inquiries.

Key Responsibilities:

• Respond to customer inquiries with thoughtful problem-solving and clear communication.

• Follow established ticket escalation processes, documenting steps taken and relevant details.

• Use the KCS (Knowledge-Centered Service) methodology with each customer interaction to improve individual KCS engagement rates.

• Provide training and guidance to customers on new features and functionality, including phone support for more involved issues.

• Assist the Cargas Energy and Support teams in ways that reflect our collaboration and teamwork values; participate in team chats, meetings, and other shared activities.

• Work collaboratively, proactively, and effectively with customers to meet expectations for identifying and resolving issues related to the Cargas Energy product or related services.

Your Background:

• 1-4 years of experience in a customer-facing position

• Ability to learn Cargas products, remote support software, and ticketing system

• Strong skills in listening, conflict resolution, and communication

• Strong time management skills

• Ability to work independently and with a team

Experience We Value:

• Bachelor's degree

• Software support experience

• Experience in the Energy field preferred (i.e., Gas, Propane, Fuel Oil, or Service/Delivery)

• Basic SQL programming skills

• Zendesk experience

Work Hours:

We have a strong preference for team members in this role to work from 10:00 AM to 7:00 PM EST, as it aligns best with customer needs and team collaboration.

Cargas Systems is an Equal Opportunity Employer and is committed to workplace diversity. We are dedicated to building a diverse and inclusive workplace, so if you are excited about this role but your experience doesn't align perfectly with every qualification listed, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Job Tags

Similar Jobs