Ask anyone and they’ll tell you—the heartbeat of Tevis Energy is our customer service team!
At Tevis Energy, our customer service team is the front line for customer and community relations! A group of 11 employees’ field incoming phone calls and receive customers at 4 locations in Maryland and Pennsylvania. Responsibilities include answering customer inquiries, fielding billing questions, monitoring website emails, managing Loyalty Rewards and producing customer statements. They also serve as counselors, detectives, friends, cheerleaders and neighbors for our customers.
Employee longevity is critical in creating familial and personal relationships with many of our customers! And 5 of our customer service team members have over 10 years with the company!
Tevis Energy’s Parkville location is known for stellar service and going “all out” on their Holiday decorations.
Behind the scenes, the Westminster customer service team members bring charitable community donation events to the attention of Tevis team leads. They hold monthly donation drives in exchange for casual dress days throughout the month.
Additionally, each location’s CSR team spearheads team-building events and pot luck luncheons centered around snow days and holidays. At the Parkville, Maryland location, the customer service team keeps warm food & hot beverages ready for the drivers coming in on breaks, and it is done in between incoming customer calls and emails!
During our most recent heating oil season, October 1, 2018 – March 15, 2019, customer service logged 9,018 hours, worked 22 Saturdays, and fielded 41,647 phone calls and countless website inquiries. (And 2018/19 was a mild winter compared to last!) In the summer months, they hand touch and review over 6,000 individual customer monthly payment plans to ensure the best possible budget is being allocated to each customer based on their specific usage history.
The team takes pride in the fact that during extreme winter conditions, Tevis Energy has never elected to turn the phones off and thus leave customers stranded in the cold! Instead, senior managers (including our owner) join the team in fielding phone calls.
The most rewarding moments are fulfilling and exceeding customer expectations and being praised by the customer for doing so. The definition of a stressful day for any team member is hearing and empathizing with a customer’s source of anguish but being unable to do more to assist them.
Tevis Energy’s Westminster location surprised each team with St. Patricks Day treats.
Customer service offers these tips to ensure the best possible oil delivery service:
- Contact Us in advance if your fill location is difficult to reach in harsh weather, or if you have unique and special circumstances that might affect delivery. (Example: locked gate or animals)
- To help avoid run-outs: Contact Us if the number of people residing in the home changes. Kids home from college or extra house guests for an extended period can cause an influx in your usage estimates.
- Take advantage of cost-saving solutions with Tevis! Customers report programs TLC Price Protection and Monthly Payment Plans help keep fuel delivery costs manageable. Earn account credits through the Referral Program and gift cards with Tevis Energy’s Loyalty Rewards!
- New to heating oil or interested in becoming a Tevis energy customer? Click here.
Interested in visiting a Tevis Energy location?
Click the town name for hours and directions: Gettysburg, Parkville, Stewartstown and Westminster.
For more information about our employees, products and company culture, visit us on our social media pages: Facebook, Instagram, YouTube, Twitter and LinkedIn.
Posted in Blog
Tags: company culture, customer service, heating oil delivery