Our Customer Care Representatives are more than just voices on the phone – they are problem solvers, advocates, and partners in every customer interaction. With a collective 121 years of gas industry experience, they bring a wealth of knowledge and a passion for supporting our customers, ensuring their needs are met with care and precision.
In celebration of National Customer Service Week, we asked our team members to reflect on their experiences. From memorable interactions and insights on what makes GROEBNER’s customer service unique to advice for those new to the role, their answers really show the dedication and expertise that set our team apart.
Get to know some of the people who help power our success by putting our customers first.
Alice Zak, Senior Branch Manager – Illinois
26 years with GROEBNER
What do you enjoy most about your role?
Every day brings something new to learn or experience.
Can you share a memorable interaction with a customer that stands out to you?
We have a customer in Michigan who periodically buys the Illinois Branch lunch. What a change from us buying the customer a meal!
In your opinion, what makes GROEBNER’s customer service stand out from the competition?
We try to find what the customer needs, even if we must refer them to someone else. It is part of building relationships that last forever.
Jana Darling, Senior Manager Customer Care – Kansas
21 years with GROEBNER, 31 years in Customer Service
What do you enjoy most about your role?
Making sure a customer is provided with a great experience working with us and passing on the experience and knowledge I’ve accumulated over my 21 years.
Can you share a memorable interaction with a customer that stands out to you?
A recent one was in a meeting with a customer and being told that they do business with multiple suppliers but the knowledge and service of GROEBNER’s team was far above others. It was so gratifying to hear that our goal of not just providing products to a customer, but our knowledge and experience, was being seen by our customers.
How do you ensure you understand and meet the needs of GROEBNER's customers?
By developing training programs to ensure that our team is knowledgeable in the gas industry and products, as well as thinking outside the box to get our customers what they need. Implementing programs like the Territory Manager and Customer Care Representative partnerships to ensure they are able to connect with the customer and let them know that they have a team supporting them.
What’s one piece of advice you would give to someone new to a customer service role at GROEBNER?
Always treat your customers the way you would want to be treated.
Looking forward, how do you see customer service evolving at GROEBNER?
I see the customer service department only getting better, not only for our customers, the company, and each one individually. With our training and programs, we’ve already started to roll out, and more to come; their knowledge and confidence will come at a much faster pace. My goal is to have each of our Customer Care Representatives understand the importance of their position, not just as a support role, but as a partner and valuable team member overall.
Kim Peterson, Branch Manager – Minnesota
10 years with GROEBNER, 25 years in Customer Service
How do you ensure you understand and meet the needs of GROEBNER's customers?
Ask the customer a variety of questions to better understand what their situation is and to help come up with the right solutions.
In your opinion, what makes GROEBNER’s customer service stand out from the competition?
GROEBNER’s customer service team currently has 121 years of combined customer service in the gas industry. This does not even include all the years of gas industry knowledge that our Territory Managers have as well. This alone allows GROEBNER’s customer service to be more focused on one industry, which in turn helps the customer. We are a very hands-on team that continues to push ourselves with product training, classes, webinars, field updates, and changes throughout the gas industry. The more we know and understand, the better chance we have of helping our customers.
Looking forward, how do you see customer service evolving at GROEBNER?
It is only going to get better. Our knowledge base and expertise will continue to expand.
Liz Martinez, Customer Care Representative – GSG
1 year with GROEBNER, 20+ years in Customer Service
What do you enjoy most about your role?
I enjoy working mostly with people – the customers who understand we are partners and with employees who care about their work.
Can you share a memorable interaction with a customer that stands out to you?
I did have one recently where the customer was not aware he had a credit card transaction limit. I told him I could split his order into two orders and process the card separately then. He was very appreciative of my option, and I was able to get his order processed and paid for and his units delivered, finding a quick solution to his needs! Finding that extra way to go above and beyond to help a customer is what puts a smile on my face and shows positive partner interaction. Because at the end of the day, each customer is a partner of GROEBNER, without them, we would not be!
How do you ensure you understand and meet the needs of GROEBNER's customers?
I start by listening and ensuring I have gotten all the valuable information. I then go on to work with the customer and the technicians to ensure a smooth process from start to finish.
What’s one piece of advice you would give to someone new to a customer service role at GROEBNER?
Listen! Read! Pay attention! Slow down! Verify, never guess!
Martha Penaloza, Customer Care Representative – Illinois
6 years with GROEBNER, 10+ years in Customer Service
Can you share a memorable interaction with a customer that stands out to you?
I had a customer who was stuck in a bind and needed certain tooling to stop a leak in the field. We were able to get everything they needed out to them the very next day, and they were very grateful for our dedication!
In your opinion, what makes GROEBNER’s customer service stand out from the competition?
We put genuine care into our work. Not only do we continue learning/re-learning our product lines, but we also try and offer alternative solutions, even when they may not be provided through GROEBNER.
What’s one piece of advice you would give to someone new to a customer service role at GROEBNER?
Utilize all the people around you. We have more than 600 years of experience in our organization, an answer or guidance is always available.
Looking forward, how do you see customer service evolving at GROEBNER?
As the organization grows, I believe it will allow for Customer Care Representatives and Territory Managers to focus on their respective accounts. This will ensure an open line of communication with our customers and give them peace of mind that we are there to serve them at any time!
Samuel Dahlin, Customer Care Representative – Minnesota
2.5 years with GROEBNER
What do you enjoy most about your role?
The thing I enjoy the most about this job is the ability to just help people in the industry in a way that other companies do not have the capacity to do. We get a lot of leeway in our day-to-day interactions with customers, and because of this, I think we can go above and beyond more than a typical sales team in the gas industry. We offer solutions and insight that others do not, and I take pride in that, knowing that we are at the forefront of people’s minds when it comes to natural gas expertise.
Can you share a memorable interaction with a customer that stands out to you?
I’ll share a recent one, where a customer was looking for a valve changer, and even though they (and the customer told us this) could get a better price elsewhere, they could not get ANY technical information on what they were buying. So, they knew they could trust GROEBNER and especially felt comfortable discussing their needs and wants for this item. It connects back to what I think makes GROEBNER different, and it was a surprise to hear people would consider us over others despite the cost being a bit higher. Rapport like that is not everywhere; in fact, in my experience, it happens extraordinarily little.
How do you ensure you understand and meet the needs of GROEBNER's customers?
In my mind, not putting an internal timer on the interaction with the customer. It’s never about needing to hit a quota or dollar amount for the day. It is about what they NEED to produce the work they are contracted to do. And that means a lot more footwork will be involved. Allowing the customer to feel out the process, check with people, double check, send pictures, send descriptions, call, video chat, whatever it is. The bottom line is we want them to feel as though they get EVERYTHING covered when working with GROEBNER, from advice, guidance, materials, processes, etc.
In your opinion, what makes GROEBNER’s customer service stand out from the competition?
It’s about spending the required time with each customer. Each situation is different from the last, and you can’t treat each call or request the same. Each situation has a different context or implementation needed to properly do the work. We take the time to ensure all the bases are covered, all the issues are confronted, and how to maintain the project to provide the best service possible, not only to the installers but also to those in the homes and places where they are installed.
Tony Martinez, Customer Service Representative – Kansas
9 years with GROEBNER
In your opinion, what makes GROEBNER’s customer service stand out from the competition?
We communicate with the customer to get all the details on what product they need and can provide options if there is more than one option we provide.
What’s one piece of advice you would give to someone new to a customer service role at GROEBNER?
I was advised that when ending a phone call to always smile so both you and the customer can feel that positive experience.