Customer Service Assoc II

Sprague is passionate about delivering the diverse products and programs that warm, power and move the world. We keep homes warm through Northeastern winters and hospitals cool through summer. We help small businesses focus on serving their communities, and our renewable fuels keep our country’s infrastructure running. From importing wind energy components to deploying leading-edge solar technology to help power terminal facilities, we are committed to continually evolving to meet our customers’ changing energy needs.

Sprague is seeking a Customer Service Associate II who will be the primary contact and support role for customer requests and information including order taking, product delivery, pricing, terminal access, billing, credit and requests for information on products and services. Serving as liaison between energy customers and Sprague support personnel, this position requires the ability to reconcile issues or problems and answer all inquiries in a quick and efficient manner. In addition, the Customer Service Associate II tracks activities to help identify recurring customer needs to improve processes and better serve customers.

Your responsibilities will include:

- Serve as a member of the Customer Care Team responsible for answering a high volume of customer inquiries related to energy marketing and delivery while managing order data with a high level of accuracy

- Apply extensive system and product knowledge and reconcile inquiries about products or services by conducting research and coordinating with other internal departments as necessary

- Maintain customer account information, and record customer inquiries within the appropriate data system(s)

- Successfully interact with customers via multiple communication channels (e.g. email, phone, live chat) while conducting all interactions in a professional manner

- Recommend suggestions to improve our processes and Sprague’s customer experience

- Assist with implementation of innovative ideas and test system and process enhancements

- Assist in training of other team members, and provide backup coverage as needed

- Develop and maintain process documentation

- Organize and help lead department projects

- Participate in ongoing training to ensure adequate systems expertise, expedient training of new personnel, and improvement of skills

Qualified candidates for this role will have the following:

- Associates degree preferred, ideally with 3 to 5 years in a call center environment

- Excellent verbal and written communication skills, Spanish language fluency a plus

- Strong computer skills required, including knowledge of Microsoft Word, Excel, and Internet Browsers. Must be comfortable learning and working with multiple systems and user interfaces simultaneously.

- Familiarity with customer-centric databases preferred (e.g., JDE, Salesforce)

- Ability to work well with others, multi-task, organize workload, and perform under pressure in a fast-paced environment

- Ability to problem solve on own, and ask for help as needed, to resolve customer inquiries

- Exercise sound judgment when directing customer referrals to others, following up as needed to ensure resolution

- Must be flexible to work weekends, nights and holidays

We want to hear from you!

Do you like to solve problems and consider yourself forward thinking? If you are looking for a place where you can learn a lot about the energy industry while constantly challenging yourself, then Sprague is your place. Sprague employees are dedicated and driven, and we constantly strive to be the best in the industry. We work best as a team, knowing that collaboration leads to innovation and the best customer experience. As a company that has continued to evolve with the energy industry for the last 150 years, we are looking for hardworking employees to join us as we remain at the forefront of the industry.

Sprague values innovation, safety, integrity and people. We know that our people are what set us apart from our competition, and we work hard to make sure each employee across our 20+ locations know how important they are to our organization. We recently surveyed our employees to ask them their favorite part of the job. Unanimously, they answered, "The people I work with." You are part of a team and a family at Sprague, and everyone works together to ensure both the success of the company and of the individual.

What we offer:

In addition to great coworkers, you’ll enjoy medical benefits and retirement contributions that start on your first day. Sprague also provides tuition reimbursement for any employee that would like to further their education. Do you like to get involved where you work? Is giving back important to you? It’s important to us, too! Sprague donates back to the communities in which we live and work every year, and provides opportunities for employees to support the charity of the week. In addition, Sprague offers paid volunteer time to allow employees to support charities which are meaningful to them. Sprague has a range of committees to support varying initiatives (Sustainability, Charitable, Scholarship, Innovation, etc.). Sprague is a place that cares about its employees, its community, and about creating a place where people want to come to work every day.

Plus we have some great benefits!

- Choice of Health Plans/Dental to fit your individual needs

- 401(k) Traditional and Roth plans with employer match of 100% of the first 4% of the employee’s contribution

- Defined Contribution Plan with an automatic 2.6% contribution from Sprague

- Paid Volunteer Time

- Life Insurance

- Parental Leave

- Flexible Working Policy

- Wellness Program

The rate for this position is $23 to $25 per hour based on experience.

Come join us to learn why we are consistently celebrating 20-, 30-, and even 40-year anniversaries here at Sprague!

Sprague is an EEO/AA employer. We strongly encourage minorities, females, Vets and individuals with disabilities to apply.

As a federal contractor we adhere to OFCCP employment regulations. Click here for OFCCP compliance information

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.