Area Customer Service Manager (South AL Area)

Thompsongas - Dothan, AL

Full-time - Mid Level

Dothan, AL

Gasoline Stations and Fuel Dealers

About the position

The Area Customer Service Manager at ThompsonGas is responsible for leading a team of sales and service representatives in the South Alabama market. This role focuses on driving sales and customer service excellence while supporting the company's growth. The ideal candidate will be a strategic thinker who can evaluate, train, and coach team members to enhance productivity and implement best practices. The position requires a balance of strategic planning and tactical execution to improve overall company performance.

Responsibilities

• Lead a team of sales and customer service professionals by establishing clear, measurable and realistic expectations and providing training and guidance.
• Track and analyze Key Performance Indicators, identifying trends and developing strategic recommendations.
• Monitor staff workloads and call metrics to develop procedures that support efficiency.
• Achieve customer service objectives by contributing customer service and sales information and recommendations through strategic plans and reviews.
• Maximize performance by providing help desk resources and technical advice to maximize the effectiveness of back office software and customer portal.
• Resolve escalated customer inquiries including pricing, billing, documenting complaints and setting up new accounts.
• Provide leadership through long-range forecasting and planning and real-time support.
• Anticipate the impact of changing business and adjust accordingly.

Requirements

• Bachelor's degree in business or relevant education/experience.
• Up to 10+ years of customer service experience, with at least 5 years in a supervisory role.
• Experience in a call center environment required.
• Experience driving and coaching sales goals.
• Ability to translate skills to other employees through mentoring and training.
• Excellent communication skills.
• Excellent interpersonal skills to deal with customers/employees.
• Demonstrate high level of energy, initiative, professionalism and organizational skills.
• Ability to work in a fast-paced environment.
• Able to work a flexible schedule, including possible weekends.

Nice-to-haves

• Experience in the propane industry is a plus.
• Familiarity with customer relationship management (CRM) software.

Benefits

• Medical, Dental, Vision, and 401k with IMMEDIATE eligibility.
• Company Paid Disability and Life Insurance.
• Paid sick, vacation and holiday time off that increases with tenure.
• Employee training programs with career development/advancement opportunities.
• Employee recognition program.
• Quarterly bonus potential.
• Paid maternity leave.
• Tuition reimbursement program.
• Wellness Programs with prizes.