Find & Apply For Customer Service Manager Jobs in Haverhill, Massachusetts

Position Summary:

The Customer ServiceOffice Manager is a dual-purpose role responsible for leading the customer service team and ensuring the efficient day-to-day operations of the corporate office. This individual serves as a bridge between the front-line staff, the finance department, and executive leadership, ensuring high standards of professionalism, financial accuracy, and facility organization. I.

ManagementLeadership Team Supervision:

Provides day-to-day supervision and leadership for the Customer Service department and all Customer Service Representatives (CSRs).

Professional Development:

Manages the training, coaching, and professional growth of CSRs to ensure a high-performing team.

Talent Acquisition:

Collaborates with the HR Manager to recruit, interview, and onboard qualified talent for the department.

Escalation Management:

Acts as the primary point of contact for complex customer issues, resolving escalated calls in a professional and courteous manner.

Process Improvement:

Partners with the General Manager to identify operational deficiencies and implement workflow improvements.

Inbox Management:

Oversees the office@brocoenergy.com inbox, ensuring all inquiries are triaged and directed to the appropriate departments or individuals. II. Office Operations (Office Manager Duties)

Facility Oversight:

Ensures the office environment is organized, professional, and functional; coordinates with cleaning services and building maintenance as needed.

Vendor Management:

Serves as the primary liaison for office-related vendors (e.g., IT support, utility providers, office equipment technicians, and stationery suppliers).

Procurement:

Manages the inventory and ordering of office supplies, kitchen essentials, and branded materials while staying within the departmental budget.

MailLogistics:

Oversees incoming and outgoing mail, deliveries, and courier services.

Recordkeeping:

Maintains and organizes physical and digital filing systems, ensuring compliance with company data privacy standards.

Administrative Support:

Provides high-level administrative assistance to the Executive team as needed and assists in the coordination of company events or staff meetings. III.

FinancialCustomer Logistics Billing Oversight:

In collaboration with the Finance department, completes all residential billing functions and provides backup support for commercial billing when necessary.

Accounts Receivable:

Monitors credit card transactions; ensures all payments are processed and proactively follows up with account holders regarding declined payments.

Reporting:

Prepares and analyzes regular reports regarding account usage, receivables, and team performance metrics.

OnboardingMaintenance:

Exercises precise attention to detail when onboarding new customers and ensures all existing customer accounts are kept accurate and up to date.

Sales Support:

Ensures customers are fully informed regarding special promotions, "Pre-Buy" options, and Budget Programs.

Inter-Departmental Liaison:

Maintains fluid communication between Customer Service, Dispatch, and the Service department to ensure seamless fuel deliveries and service calls.

QUALIFICATIONS

Experience:

6-10 years of experience in office management or customer service leadership. (Experience in the energy/fuel industry is highly preferred).

Education:

Bachelor's Degree in Business Administration, Communications, or a related field.

Leadership:

Proven track record in a supervisory role with a strong emphasis on mentorship and team building.

Disposition:

Ability to remain calm, professional, and solution-oriented in a fast-paced, high-pressure environment.

Technical Skills:

Expert-level proficiency in Microsoft Office Suite (Word, Excel, Outlook).

Availability:

Ability to work extended hours as necessary, particularly during peak winter demand seasons.

PREFERRED SKILLS

Industry Software:

Direct experience with Blue Cow and Ignite software.

Linguistic Skills:

Bilingual in English and Spanish.

Industry Knowledge:

Prior experience working specifically for a heating oil or propane delivery company.