Customer Support Consultant (Remote Work Optional)

About the Role

We're hiring two Customer Support Consultants to join our Cargas Energy team. In this role, you'll support customers by responding to inbound inquiries via chat, email, phone, and support tickets. This is a customer-facing software support role focused on communication, problem-solving, and learning our products and systems.

Work Schedule & Flexibility

This role typically works between the hours of 10:00 AM – 7:00 PM ET to best support our Cargas Energy customers. Cargas offers a flexible work environment that supports work-life balance while ensuring strong coverage for our customers.

Key Responsibilities

• Respond to customer inquiries with thoughtful problem-solving and clear communication.

• Follow established ticket escalation processes, documenting steps taken and relevant details.

• Use the KCS (Knowledge-Centered Service) methodology with each customer interaction to improve individual KCS engagement rates.

• Provide training and guidance to customers on new features and functionality, including phone support for more involved issues.

• Assist the Cargas Energy and Support teams in ways that reflect our collaboration and teamwork values; participate in team chats, meetings, and other shared activities.

• Work collaboratively, proactively, and effectively with customers to meet expectations for identifying and resolving issues related to the Cargas Energy product or related services.

Required Qualifications

• Associate’s degree or equivalent

• 1 year of experience in a business setting

• Ability to learn Cargas products, remote support software, and ticketing systems

• Strong listening, communication, and conflict resolution skills

• Effective time management skills

• Ability to work independently and collaboratively

Additional Experience We Value

• Bachelor's degree

• Software support experience

• Experience with ticketing systems such as Zendesk or Jira

• Experience in the Energy field (Gas, Propane, Fuel Oil, or Service/Delivery)

Who We Are

Cargas is an employee-owned software and consulting company where people do meaningful work and share in the success they help create. There’s no one-size-fits-all career path here—you’ll have the tools, support, and flexibility to explore opportunities, build your skills, and grow in ways that are meaningful to you—while contributing to the success of the company. Built on trust and transparency, we practice open-book management, giving employees visibility into company performance so they’re informed, accountable, and connected to our collective goals.

Headquartered in Lancaster, Pennsylvania, we’re committed to sustainable growth for both our business and our people.

Culture, Values, & Work

Our core values—employee ownership, teamwork, and customer care—guide how we work and support one another. We collaborate across teams, welcome diverse ideas, and foster an environment where people feel empowered to contribute. Work arrangements vary by role and team and are designed to balance exceptional customer care with flexibility for personal needs. Our employee tenure exceeds industry benchmarks, and we’ve been recognized as a Best Place to Work in Pennsylvania for two decades.

Ownership & Benefits

Employees share in our success through employee ownership, profit sharing, and bonus programs, supported by a competitive total rewards package that includes comprehensive benefits and cost-saving programs focused on mental, physical, financial, and social well-being.

Equal Opportunity Statement

Cargas Systems is an Equal Opportunity Employer. We encourage all applicants who are excited about our company to apply, even if you don’t meet every qualification, you may be a great fit for this role or another opportunity at Cargas!