Position Summary

The Customer Service & Office 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. Management & Leadership

• 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.
• Mail & Logistics: 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. Financial & Customer 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.
• Onboarding & Maintenance: 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.