Weekend On-Call Customer Service Representative

Description:

EspriGas brings a modern approach to the $130 billion gas industry by utilizing a network business model to deliver products nationwide. We leverage our unique service and technological capabilities to handle the complex logistical needs of large, multi-site companies through a national network of gas supply partners. Our customers include Fortune 1000 companies across various industries, such as food and beverage, healthcare, construction, manufacturing, etc. Examples include providing medical gas to large clinic chains, pet hospitals, CO2 for top restaurant chains such as Panda Express, and supplying bulk propane to railroad companies. Our industry produces, distributes, and sells atmospheric gases and other specialty products.

Purpose of the Position

The Weekend On-Call Customer Service Representative provides dedicated weekend support for Customer Service operations, ensuring timely response to after-hours needs, proactive communication, and continuity of service for our customers.

Responsibilities

Handle inbound customer inquiries from Friday evening through Monday morning, including after-hours on-call support during the weekends.

Proactively manage and update open service tickets.

Coordinate with supply partners and internal teams to drive issue resolution.

Review and respond to National Operations Center alerts and service-related notifications.

Communicate updates clearly to customers, ensuring they are informed throughout the lifecycle of their request.

Ensure customers are not required to re-engage for status updates by maintaining proactive communication.

Identify and act on opportunities to prevent repeat issues (Next Issue Avoidance mindset)

Escalate critical issues appropriately while maintaining ownership of the customer experience.

Identify process improvements to enhance efficiency and accuracy.

Assist with special or cross-functional projects, tasks, and initiatives as assigned.

Qualifications

1-3 years of experience in Customer Service, Call Center, or a similar role.

Able and willing to work weekends and evenings to support the company’s On-Call structure.

Key Competencies

Self-starter who takes initiative.

Strong written and verbal communication skills.

Proactive problem-solver with strong attention to detail.

Customer-centric, business-focused, and driven by outcomes.

Exceptional organizational, time management, and multitasking abilities.

Customer service mindset with a welcoming, people-first approach to work.

Continuous learner with a passion for operational excellence and improvement.

Excellent communication and interpersonal skills, with the ability to influence without formal authority.

Strong organizational and time management skills, with the ability to manage multiple initiatives simultaneously.

Ability to establish and nourish effective working relationships with customers, managers, supply partners, and fellow teammates at EspriGas.

Other Duties

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job and may change at any time, with or without notice.

Total Rewards package

Here are just some ways we support and invest in our fantastic team:

Health benefits with coverage on day one.

Robust paid leave following the birth or adoption of a child.

Hybrid and remote environments allow for collaboration, creativity, and some quiet time to focus.

Professional development, certification, and learning resources to invest in every team member.

Wellness programs offering access to free counseling and health and wellness programs.

Competitive compensation because we are looking for top talent.

A growth environment where creative thought drives limitless potential.