A Day in the Life: Customer Relations Representative (CRR)

Posted by Michele O

Recently, I sat with Customer Relations Representative, Sherri Betts from our Woodbine, NJ Office, and got her first hand account of what a Day in the Life of a CRR is like.

Explain your role with AmeriGas.

I am a CRR which consists of taking care of customers including but not limited to:  orders, billing and customer service.  I post the daily service orders, accounts payable, order supplies and more.

How long have you been with AmeriGas?

I have been with AmeriGas for over 2 years, but I have been in the propane business for more than 15 years now.

What is your typical day like?

My typical day entails helping customers either by answering their phone calls or attending to them in person if they come into the office. To me the most important part of my job is making sure every customer is happy, and I strive to accomplish this with each and every customer interaction I have.

What is your busiest time of the year?

It goes without saying that the winter months are the most challenging and busiest time of the year.

Does your business change in the summer months?

Summer is definitely slower for delivering propane via bulk truck but the BBQ Cylinders are in full swing, as well as service.  Summer is that time of year to paint tanks and get them prepared for the upcoming winter.

What is your favorite part of your job?

My favorite part of my job is making a customer happy who wasn’t very happy in the beginning of the conversation.  Being able to help all of the customers is what has made me stay in the propane business.

What was your most challenging customer call?

My most challenging call was with an elderly lady who couldn’t afford to pay her heating bill and was out of propane.  She told me she was walking around with blankets around her and was still cold, I felt horrible just listening to this poor woman.  I assured her I would figure something out for her so she wasn’t cold anymore.  I called emergency assistance and got the ball rolling so she could receive her delivery.  Her propane was delivered that same day and she was very grateful.

What was your most rewarding customer experience?

I would have to say the situation I explained above as this was a challenge but rewarding at the same time.

What is your favorite pastime outside of the office?

Going to the beach, listening to the rolling waves is very soothing after a long crazy week at work.

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