Service Intake Representative at Superior Plus — Remote, USA | Base Career

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What we will offer you :

Culture : Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.
Competitive Compensation : We offer a highly competitive compensation and total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively.
Technology : Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
Employee Assistance Programs : We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial, and social well-being.
Opportunity : A continuous focus on professional development with many opportunities for training and career growth.
Safety Focused : We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.

As a key member of the Customer Experience team, the Service Intake Representative will serve as the first point of contact for customers requesting technical services.

This role is responsible for accurately capturing service requests, verifying details, and initiating work orders to ensure timely and efficient resolution.

The Service Intake Representative will collaborate closely with Service Coordinators, Technicians, and Operations to maintain high standards of customer satisfaction and operational excellence.

What You'Ll Do

Handle incoming emergency and serious incident calls
Escalate emergency and serious incident calls per protocol and triage to appropriate teams
Adhere to company policy and procedures
Receive and process incoming service requests via phone, email, or digital platforms.
Gather and verify essential details (customer information, service type, urgency, compliance requirements).

High school diploma required; post-secondary education preferred.
Minimum 2 years of experience in customer service role, preferably in a call center environment - experience in service-related customer support and work order creation
Proficiency with computers and web-based programs like Microsoft Office Products, scheduling systems and CRM tools
Knowledge of customer service best practices, key performance indicators and phone etiquette
Performs work independently within established procedures, service standards, and escalation guidelines.
Exercises judgment in assessing service request urgency, assigning priority levels, and determining when issues require escalation.
Responsible for identifying emergency situations and routing incidents according to defined protocols.
Decisions primarily affect individual customer transactions and service workflow efficiency.
Resolves routine customer inquiries and common service-related issues using established resources and procedures.
Legal Authorization to work in the US is required . We will not sponsor individuals for employment visas now or in the future for this job opening .

The hourly rate for this position is $18.07-22.60 per hour.

Please note the compensation information shown above is a general guideline only.

Salaries are based upon candidate skills, experience, and qualifications, geographical location, as well as market and business considerations.

Here at Superior Plus Propane, we are an equal opportunity employer committed to the inclusion and accommodation of all individuals, we welcome all qualified candidates to apply.

If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at sppcareers@superiorpluspropane.com to let us know how we can enhance your experience.

Service Intake Representative

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