Customer Service Representative

Customer Service Representative at Gault Family Companies Customer Service Representative at Gault Family Companies in NORWALK, Connecticut Posted in 4 days ago.

Type:

full-time

Job Description:

Gault Family Companies, voted a 2025 Top Workplace in Fairfield County, is seeking a Customer Service Representative to join its experienced team to provide our customers with personal and professional service. At Gault Family Companies our team members have a sense of pride as well as a deep commitment to carrying out our Passion and Vision every day and living our Core Values in and out of the work place. Our family-run company has been servicing communities in Fairfield County and headquartered in Westport, CT for over 160 years.

JOB SUMMARY

Responsible for handling inbound and outbound service and support calls in an efficient, professional, and customer-focused manner. As a frontline representative of Gault Family Companies, the CSR builds strong rapport with customers, actively listens to understand customer needs, accurately navigates customer accounts, and resolves service-related inquiries using techniques learned through extensive initial and ongoing training. While this role supports business growth, its primary focus is service excellence, customer advocacy, and retention. Additional sales and cross-sell opportunities are addressed in a thoughtful, needs-based manner. This position requires strong working knowledge of both the Cargas and Great Plains (GP) platforms, which are used across Gault brands to manage service calls, deliveries, billing, scheduling, and operational workflows. This role requires the ability to balance customer advocacy with operational, safety, and compliance requirements.

ESSENTIAL FUNCTIONS

Serve as the primary point of contact for inbound customer service and support calls, delivering empathetic, professional service. Schedule, manage, and prioritize service calls, fuel deliveries, and emergency requests to ensure accurate routing, coverage, and timely customer response. Triage no-heat and emergency situations by assessing urgency, customer risk, and system status to determine appropriate scheduling and escalation. Navigate, update, and maintain customer accounts, service tickets, and documentation in Cargas and Great Plains (GP) to ensure continuity of service and operational clarity. Communicate effectively with internal teams while following escalation protocols and company SOPs. Educate customers on system behavior, preventive actions, and available services, including identifying appropriate sales or cross-sell opportunities. Resolve customer concerns and proactively address dissatisfaction to support retention and service continuity. Maintain working knowledge of company services, systems, plans, and operations-including HVAC, fuel delivery, and evolving industry conditions-to provide accurate customer guidance. Demonstrate Gault Family Companies' core values of Integrity, Caring, Teamwork, and Ownership in all interactions. Participate in required meetings and provide additional phone coverage and team support during high-volume service periods. Consistently meet or exceed service-focused performance goals established by Customer Care leadership. Perform other duties and responsibilities as assigned.

COMPETENCIES

Proficiency or the ability to become proficient in Cargas, Great Plains (GP), and Windows-based business systems, including Microsoft Word, Excel, and call-center phone platforms. Clear, confident communicator who can translate technical or operational information into plain-spoken, easy-to-understand language. Passion for enhancing the customer experience, with an advocacy mindset focused on long-term relationship building. Sound judgment and situational awareness, including the ability to assess risk, urgency, and customer impact when making decisions. High attention to detail and accuracy in fast-paced, high-volume environments. Team-oriented professional who consistently demonstrates Gault Family Companies' core values of Integrity, Caring, Teamwork, and Ownership. Continuous-learning mindset with openness to new systems, procedures, and operational changes. Commitment to maintaining and promoting a safe, responsible, and compliant working environment.

EDUCATION & EXPERIENCE

No specific education or prior experience required. Customer service, dispatch, call center, HVAC, fuel, or service-industry experience preferred. Experience with Cargas, Great Plains (GP), or similar ERP/CRM systems is a plus Willingness to participate in ongoing training, call coaching, and continuing education.

WORKING ENVIRONMENT

100% office-based position in a professional office setting. Regular use of standard office equipment, including computers, phones, and filing systems. Field exposure may include ride-a-longs with technicians and delivery personnel.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is frequently required to work from a stationary position, sit, stand, walk, use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to stoop, crouch, kneel, balance or climb. The employee must occasionally lift and move objects up to 50 pounds. The employee is regularly required to talk or hear.

Job Type:

Full-time Work Location:

In person