Customer service representatives from across the company gathered in Jefferson City, Mo., on March 14-15 for training and informational sessions at the Capitol Plaza Hotel. Approximately 160 CSRs took part in the event.
Attendees began the meeting with lunch and a conversation about propane inspection reports (PIRs). Tom Procter, BPLP director of safety and maintenance, explained how CSRs can help inform customers of the PIR process, discussed how inspections helps keep customers safe, and detailed how the company’s use of OnBase document management software is helping correct PIR errors more efficiently.
The CSRs then rotated through three educational sessions covering the online new customer process, inventory enhancements and human resources updates.
Haley Davidson, treasurer, and Amy Thoenen, senior credit and collections manager, reviewed the steps new customers will need to complete online to create an account beginning on March 21, 2023. The new process will require customers to fill out a digital customer agreement form through DocuSign. Once the form has been submitted, it will be automatically routed to Equifax for a credit decision, sent to E1 to create a customer record, and notifications will be delivered to the customer and plant personnel. The customer will then complete any additional forms needed to finish the account setup process, which will be sent to the plant. Davidson and Thoenen then answered common questions such as whether pre-pay customers are required to fill out the form (yes), what to do if the customer won’t fill out an online form (there is a new paper agreement that can be completed), and how to handle situations where a customer is unwilling to share their social security number (contact your credit analyst for assistance).
CSRs were given barcode scanners and catalogs for lubricants and parts during the session conducted by Justi Montague, director of operational efficiency and data governance, and Jenny Daggett, district manager. Montague and Daggett showed the CSRs how they can scan product codes in the catalog to make sales and improve the company’s inventory records. Demonstration laptops were available for every CSR to test their scanners and how it works with the company’s systems.
Updates from the HR Department were presented by Kelli Farris, employee development manager; Stacy Newbold, senior compensation and retirement specialist; and Amanda Cooper, vice president of human resources. Farris introduced the new manager training program, Accelerate, and shared how the company’s employee development will focus on learner experience, just-in-time delivery and a combination of delivery methods. Newbold discussed retirement benefit eligibility, differences in the pension plus SODI plan versus the 401(k) plan, and general retirement savings advice. Cooper previewed Dayforce, a new human resources information system the company will deploy on July 1, 2023. Dayforce will be available via desktop and a mobile app, and will allow employees to quickly check their pay, review schedules, request PTO, and more. Dayforce will allow the company to transition all divisions to the same timekeeping system, provide better reporting access to managers and improve overall HR administration efficiency.
An informational expo and cocktail reception provided CSRs with an opportunity to put faces to names in many of the departments they interact with daily. At dinner, awards were presented for service milestones and to recognize the top CSRs in each district. Star Performer Awards were given to recipients who are great communicators, are highly efficient at their jobs and who personify the company’s core values – putting customers first, being tenacious, and leading by example. District managers nominated their top three CSRs and Home Office staff that regularly work with CSRs voted on the finalists.
Star Performer Award Recipients
- Oklahoma District – Maggie Alexander, Stroud, Okla.
- Arkansas District – Jessica Fernandez, Marked Tree, Ark.
- Northwest District – Maizey Knifong, Brookfield
- Southwest District – Amanda McNabb, Aurora
- Central District – Shelley Melton, Buffalo
- Southeast District – Jessica Phipps, West Plains
- Ohio Valley District – Tina Smith, Sulphur, Ind.
- Northeast District – Angie Steele, Unionville
The second day of meetings included discussions of preparations for contracting season, a review of the cooperative as a whole and a Q&A session with presenters from day one. The senior operations specialists reviewed contracting materials provided by marketing, contracting templates, and how to complete the various contract options available to customers. Kenny Steeves, senior vice president of MFA Oil operations, outlined the cooperative’s structure and core values, recapped the company’s 2022 fiscal year results, and answered questions.
Robert Burlbaugh, director of field training and procedures, shared information about the company’s tank management project, which aims to reconcile tanks on the ground versus what is on the company’s books. The project is helping identify missing tanks, scrap tanks and tanks in need of refurbishment. CSRs will assist with the project by reviewing customer files for missing documentation (leases, transfers, PIRs, etc.). The project began in Lebanon, Nevada, Paragould, Pocahontas, Poplar Bluff and West Helena and will expand to additional plants in the coming months.
“This was a great opportunity to bring our CSR group together to find out about many of the exciting developments that are happening within the company,” said Steeves. “I appreciate their willingness to learn and their continued dedication to serving our customers. I hope they found our time together informational and educational.”
