Customer Care Rep

Sprague is passionate about delivering diverse products and programs that warm, power and move the world. We keep homes warm through Northeastern winters and hospitals cool through summer. We help small businesses focus on serving their communities, and our renewable fuels keep our country’s infrastructure running. From importing wind energy components to deploying leading-edge solar technology to help power terminal facilities, we are committed to continually evolving to meet our customers’ changing energy needs.

Our Culture

We recently surveyed our employees to ask them their favorite part of the job. They answered, "The people I work with."

In addition to great coworkers, you’ll enjoy perks like medical benefits and retirement contributions that start on your first day. Employees start with three weeks (15 days) of paid vacation time per year! Sprague also provides tuition reimbursement for any employee that would like to further their education. Do you like to get involved where you work? Is giving back important to you? It’s important to us, too! Sprague donates back to the communities in which we live and work every year, and provides opportunities for employees to support various charities throughout the year. In addition, Sprague offers paid volunteer time to allow employees to support charities which are meaningful to them. Sprague has a range of committees to support varying initiatives (Sustainability, Charitable, Scholarship, Innovation, FunForce, etc.). Sprague is a place that cares about its employees, its community, and about creating a place where people want to come to work every day.

Plus, we have some great benefits!

• 401(k) Traditional and Roth plans with employer match of 100% of the first 6% of the employee’s contribution
• Defined Contribution Plan with an automatic contribution from Sprague
• Paid Volunteer Time
• Flexible Working Policy
• Choice of high deductible and PPO Health Plans to fit your individual needs
• Wellness Program

We want to hear from you!

Our Customer Care Representative is the primary contact for customer requests spanning multiple Customer Experience processes, procedures, and information, including, but not limited to, taking customer orders, product delivery, pricing, terminal access, billing, credit, and other related requests for information on our products and services. Serving as the liaison between energy customers and Sprague support personnel, you will be required to act quickly, think critically, and effectively reconcile complex issues while managing a high volume of calls and emails.

This role requires the ability to prioritize competing demands, stay organized during peak periods, and remain calm and professional under pressure. Seasonal demand, particularly during the winter months, can result in significant increases in customer inquiries and activity. The ability to adapt to changing workloads, manage competing priorities, and maintain excellent customer service during these busy periods is essential. This position also requires scheduling flexibility, including rotating Saturday, Sunday, and holiday coverage.

You will track activities to help identify recurring customer needs in an effort to improve processes and better serve customers. This role requires a strong understanding of the company’s products and services, sound judgment, and the ability to communicate clearly while navigating challenging situations. If you excel in a fast-paced, high-demand environment and can maintain composure while juggling multiple priorities, this is the role for you.

What you'll be doing:

• Serve as a key member of the Customer Experience team, managing a high volume of inbound calls and emails related to energy marketing and delivery, while maintaining a professional and composed tone.
• Quickly assess, prioritize, and reconcile customer issues or inquiries regarding products, services, and order status; conduct research and coordinate with internal departments as necessary.
• Maintain accurate customer account data, record and track inquiries within appropriate systems, and ensure timely follow-through and resolution.
• Demonstrate sound judgment in high-pressure situations, ensuring customers receive clear communication and effective solutions.
• Adapt to seasonal fluctuations in workload, particularly during the winter months, while maintaining productivity, organization, and service standards during peak demand periods.
• Participate in ongoing Customer Service training to strengthen systems expertise, support new personnel, and continuously improve skills.
• Contribute to projects, provide backup coverage during peak demand periods, and perform other duties as required.

Do you like to solve problems and consider yourself forward thinking? If you are looking for a place to challenge yourself, then Sprague is your place. Sprague employees are dedicated and driven. We work best as a team, knowing that collaboration leads to innovation and the best customer experience. We are looking for hardworking colleagues to join us and help us stay at the forefront of the energy industry, which is where we’ve been for over 150 years.

Qualified candidates for this role will have the following:

• Associate’s degree preferred and/or 1–3 years office experience, preferably within the energy industry or similarly fast-paced environment.
• Excellent verbal and written communication skills; English fluency required, Spanish is a plus.
• Proficient computer skills, including Microsoft Word, Excel, and Internet browsers.
• Ability to navigate and learn multiple systems at once.
• Strong prioritization and time-management skills with the ability to manage multiple tasks simultaneously.
• Proven ability to remain calm, organized, and professional during high-stress or high-volume periods, particularly during seasonal peaks.
• Ability to adapt to changing workloads and shifting priorities in a fast-paced environment.
• Ability to work independently and collaboratively while using available resources effectively.
• Strong critical thinking and research skills to resolve complex customer inquiries.
• Ability to exercise sound judgment when directing customer referrals, ensuring proper follow-up and resolution.
• Familiarity with customer-centric databases preferred.
• Scheduling flexibility is essential. Must be willing and able to work a rotating schedule that includes evenings, Saturdays, Sundays, and holidays. Must also be flexible and available to accommodate additional hours or schedule changes with minimal notice, as business needs require.

This opportunity will be hybrid (3 days in the office) in Portsmouth, NH.

Who we are:

Sprague takes a collaborative, customer-centric approach to providing best-in-class energy products and related services throughout the Northeast. Founded in 1870, we pride ourselves on offering customers the expert solutions and high-quality service that help their businesses thrive in any market landscape. Sprague values innovation, safety, integrity and people. We know that our people are what set us apart from our competition, and we work hard to make sure each employee across our 20+ locations knows how important they are to our community.

Come join us to learn why we are consistently celebrating 20-, 30-, and even 40-year anniversaries here at Sprague!

Sprague is an EEO/AA employer. We strongly encourage minorities, females, Vets and individuals with disabilities to apply.

As a federal contractor we adhere to OFCCP employment regulations. Click here for OFCCP compliance information