Customer Experience Representative

Title: Customer Experience Representative

Location: Tonawanda, NY

Compensation: $22.00 - $25.00/hour, based on experience.

What We Are Looking For

The Customer Experience Representative plays an important role in delivering an exceptional experience to NOCO customers. In this position, you'll assist fuel customers with delivery needs, payments, billing questions, account information, and general service inquiries through phone, email, and digital channels. This is a fast-paced, high-volume customer service role where you'll manage approximately 60-120 customer calls per day while providing accurate, professional, and efficient support. We're looking for someone who enjoys helping people, solving problems, and delivering great service while meeting established performance goals and KPIs.

What You Will Do

• Provide friendly, professional support to customers by phone, email, chat, and other digital channels.
• Assist customers with fuel deliveries, scheduling, payments, billing questions, account information, and general service needs.
• Manage a high volume of customer interactions while meeting established KPIs for productivity, quality, availability, accuracy, and customer experience.
• Process fuel delivery orders and customer payments accurately and securely.
• Review and explain invoices, account balances, pricing, payment history, credits, fees, and other billing-related questions.
• Identify customer needs and recommend NOCO products, services, and programs, including cross-selling and upselling opportunities when appropriate.
• Support outbound customer outreach, including account follow-up, special campaigns, and collection efforts.
• Maintain accurate customer account information and document interactions in company systems.
• Partner with Dispatch, Billing/Credit, Sales, and other teams to resolve customer questions and concerns.
• Take ownership of customer issues, providing solutions or escalating concerns to the appropriate team when needed.
• Stay current on NOCO products, services, policies, and procedures through ongoing training and support.
• Deliver an exceptional customer experience by demonstrating empathy, patience, resourcefulness, and professionalism in every interaction.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The statements herein are intended to describe the general nature and level of work performed by employees. They are not to be construed as an exhaustive list of responsibilities, duties, and skills required by personnel so classified. Furthermore, they do not establish an employment contract and are subject to change at the discretion of the Company

NOCO is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

What You Will Need

• High school diploma or equivalent required.
• 2-3 years of customer service and/or sales experience required; call center experience preferred.
• Strong customer service, communication, and problem-solving skills.
• Comfortable identifying opportunities to recommend, cross-sell, and upsell products and services.
• Ability to thrive in a fast-paced, high-volume environment while balancing customer needs with productivity and performance expectations.
• Comfortable communicating with customers by phone, email, chat, and other digital channels.
• Strong attention to detail with the ability to manage multiple tasks and priorities.
• Service-oriented with the ability to take ownership of customer questions and concerns through resolution.
• Proficient computer skills with the ability to quickly learn new systems and software.
• Positive, professional, and collaborative approach to working with customers and team members.
• Previous experience in the fuels, propane, heating oil, or energy industry is a plus, but not required.

We'll Set You Up for Success

We'll provide the training and support you need to build confidence in NOCO's products, services, systems, and processes. Through hands-on training, ongoing updates, and one-on-one support, you'll develop the knowledge and resources needed to effectively assist customers, resolve service and account questions, and deliver an exceptional customer experience.

What We Offer

• Generous medical insurance offerings
• Dental and vision plans
• Company paid life insurance
• Company paid short-term disability
• 401(k) with company match
• Health savings accounts
• Vacation and NOCO Time
• Employee and family assistance program
• Company paid training
• Safety incentives
• Years of service incentives