Service Intake Representative

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).
• Provide clear communication on next steps, timelines, and expectations.
• Create accurate service work orders in the system, ensuring all required fields are completed.
• Assign priority levels based on customer needs and company guidelines.
• Maintain records of all interactions and updates for audit and compliance purposes.
• Monitor intake queues and escalate urgent requests to appropriate teams.
• Confirm appointments with customers and handle rescheduling when necessary.
• Address basic customer inquiries and troubleshoot common issues before escalation.
• Collaborate with internal teams to resolve discrepancies or delays in service initiation.
• Adhere to established customer experience protocols and service level agreements (SLAs).
• Ensure all documentation meets internal and external compliance requirements.
• Ability to cross-train in all customer service functions and take on those duties as needed.
• Performs other related duties as assigned.

What You Bring:

• 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.

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.