Customer Service Representative

📌 Core Information

🔹 Job Title: Customer Service Representative

🔹 Company: Hocon Gas

🔹 Location: Danbury, Connecticut, United States

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: March 31, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Providing solutions to customer inquiries through respectful dialogue
• Handling inbound and outbound delivery and service-related calls
• Performing administrative functions to ensure high-quality customer service
• Effectively managing multiple tasks simultaneously

ASSUMPTION: The role likely involves a standard workweek with possible overtime during peak seasons, considering the nature of the customer service sector.

📋 Key Responsibilities

✅ Professionally handle incoming calls, assessing caller's needs to achieve satisfaction

✅ Provide accurate information using reference materials and tools

✅ Access company databases to ensure accurate call handling

✅ Record details of caller contact and actions taken

✅ Maintain an in-depth knowledge of Hocon Propane and Oil products and services

✅ Develop trusting relationships with customers by presenting a professional image

✅ Manage customer accounts by setting up and maintaining information accurately

ASSUMPTION: The role requires strong organizational skills for managing a diverse range of customer-related tasks efficiently.

🎯 Required Qualifications

Education: High school diploma or GED preferred

Experience: Minimum of 3 years in a customer service role, preferably in fuel oil or propane industries

Required Skills:

• Customer service expertise
• Multi-tasking and priority management
• Strong communication and problem-solving
• Proficiency in Microsoft Office and data entry

Preferred Skills:

• Experience with Fuel Industry software
• Ability to run and analyze reports

ASSUMPTION: Preferred skills suggest a technology-driven environment that values analytical abilities.

💰 Compensation & Benefits

Salary Range: Not specified, though typically aligned with industry standards for similar roles

Benefits:

• Health insurance
• Retirement plan
• Paid time off

Working Hours: 40 hours per week, likely Monday through Friday

ASSUMPTION: Standard full-time benefits are assumed typical for a company of this size and industry.

📌 Applicant Insights

🔍 Company Context

Industry: Consumer Services, specializing in propane gas

Company Size: 11-50 employees, with a culture leaning towards a close-knit, family-oriented atmosphere

Founded: Not specified, though it is Connecticut's largest family-owned propane supplier

Company Description:

• Known for comprehensive propane gas supply throughout Connecticut
• Operates five branches across the state
• Provides personalized customer service

Company Specialties:

• Propane gas distribution
• Customer-focused service

Company Website: http://www.hocongas.com/

ASSUMPTION: Strong local presence suggests a role focused on community engagement and customer satisfaction.

📊 Role Analysis

Career Level: Entry to mid-level, focusing on customer interaction and service management

Reporting Structure: Likely reports to a Customer Service Manager or Supervisor

Work Arrangement: On-site, emphasizing face-to-face and telephonic communication

Growth Opportunities:

• Potential for advancement to supervisory roles
• Opportunities to broaden knowledge of propane and oil industries

ASSUMPTION: Growth within a small company often involves broadening skills across different functions.

🌍 Location & Work Environment

Office Type: Small, likely a local branch office environment

Office Location(s): Headquarters in Shelton, CT; possible rotation among branches

Geographic Context:

• Accessible location in Danbury, CT
• Possibly close-knit community vibe

Work Schedule: Standard business hours; flexibility may be required during high demand periods

ASSUMPTION: A supportive, team-oriented environment expected given company's size and industry.

💼 Interview & Application Insights

Typical Process:

• Initial application submission
• Phone screening interview
• In-person interview with the hiring manager

Key Assessment Areas:

• Ability to handle customer interactions positively
• Skill in multi-tasking and prioritizing tasks

Application Tips:

• Highlight customer service experience in similar industries
• Demonstrate strong communication skills
• Provide examples of problem-solving in high-stress environments

ATS Keywords: Customer Service, Propane, Multi-tasking, Communication, Account Management

ASSUMPTION: The interview process will likely emphasize interpersonal skills and problem-solving capabilities.

🛠️ Tools & Technologies

• Microsoft Office Suite
• Company-specific CRM software
• Propane industry-specific software tools

ASSUMPTION: Familiarity with technology is essential due to the industry’s operational requirements.

👔 Cultural Fit Considerations

Company Values:

• Commitment to customer service
• Teamwork and collaboration
• Integrity and trust

Work Style:

• Proactive and customer-focused
• Adaptable to fast-paced environments
• Detail-oriented with emphasis on accuracy

Self-Assessment Questions:

• How do you handle stressful customer interactions?
• Can you provide an example of effective multi-tasking?
• What strategies do you use to maintain attention to detail?

ASSUMPTION: Candidates should align with the company’s strategic emphasis on customer satisfaction and operational efficiency.

⚠️ Potential Challenges

• Handling multiple, diverse customer interactions simultaneously
• Maintaining knowledge of complex propane products and services
• Balancing administrative tasks with customer service duties

ASSUMPTION: Challenges likely arise from the need to balance thorough customer service with rapid problem solving.

📈 Similar Roles Comparison

• Roles in larger corporations may offer different benefits and larger teams but less personal interaction
• Small company roles often require broader task management skills

ASSUMPTION: This role offers unique advantages in building close customer relationships not often found in larger firms.

📝 Sample Projects

• Organizing customer service training sessions
• Implementing new customer account tracking systems

ASSUMPTION: Project involvement may vary, providing broad experiential growth opportunities.

❓ Key Questions to Ask During Interview

• What are the typical daily challenges faced in this role?
• How does Hocon Gas measure success in customer service?
• What is the company's approach to professional development?
• What technologies and tools are essential daily?

ASSUMPTION: These questions aim to provide insight into operational and cultural dynamics.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare a resume highlighting relevant experience
• Include a cover letter tailored to the company's values
• Follow up via email within two weeks

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.