Paraco Gas

PARACO GAS

THE POWER OF PROPANE Powered by family ownership for three generations, the executive team at Paraco Gas reflects on the past, present and future of propane in the US Writer: Jack Salter | Project Manager: David Knott

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ENERGY & UTILITIES Our commitment to family values ensures Paraco Gas is the preferred propane partner for employees, suppliers, customers, and the communities we serve.”

Joseph Armentano is the CEO of family-owned and operated Paraco Gas (Paraco), which is proudly recognized as the tenth largest propane retailer in the US and the largest in the Northeast.

He is the son of visionary entrepreneur Pat Armentano, who founded Paraco Gas two decades earlier. A natural salesman with a curious mind, Joseph’s late father started the company out of a tiny garage in Mount Vernon, New York, growing the business to achieve yearly sales of nearly two million dollars at the time.

“Then the company started to

transform in 1979 as the organization expanded from industrial gas to include propane,” stated Joseph.

Another significant early milestone was the purchase of Suburban Propane’s Long Island operation in 1985. Paraco then divested its industrial gas business to AGA Gas a year later, leveraging the proceeds to acquire three other propane companies.

“This kickstarted our growth into an organization that now operates in eight states with more than 400 employees and 60 million gallons of propane sold annually,” Joseph reflects.

Servicing over 110,000 residential and commercial customers, Paraco Gas today continues to flourish under Joseph’s leadership, whose daughter Christina Armentano is also part of the company’s executive team.

Representing the third generation of the family business, Christina Armentano joined Paraco Gas in 2014 to run the Human Capital Management division, tasked with redefining the company’s organizational structure focusing on workforce optimization.

In 2016, Christina partnered with Joseph on growth opportunities leading the company’s acquisitions department. Then in 2018, Christina’s role expanded from business development to include Paraco’s entire growth channel, before recently stepping into the role of Chief Operating Officer in 2021. “In my new role as COO, I see myself as a strategic partner and thought leader within the industry, responsible for translating strategy into actionable goals to increase performance and growth,” Christina outlines.

North America Outlook issue 07 | 3

PARACO GAS

WHY MAKE THE SWITCH TO PROPANE? EFFICIENT AND AFFORDABLE – Propane is the best source for heating homes and businesses, and powering high-performance appliances.

ECO-FRIENDLY FUEL – As a low-carbon alternative fuel, propane produces less greenhouse gas emissions than most energy sources, and has been approved under the Clean Air Act 1990 and Energy Policy Act 1992.

SAFETY FIRST – Due to strict regulations developed by the National Fire Protection Association, propane is one of the safest fuel sources available.

DEPENDABILITY – Home and business owners never have to worry about heat or power for the most important systems in their homes or businesses, even when the electrical grid is down.

VERSATILITY – Heat, hot water, appliances, fireplaces, fire pits, pools and more – propane can fuel an entire home or business.

“I am excited to implement new levels of company-wide goal setting and performance management, maintaining our leadership in terms of safety, innovation and technology, as well as employee and customer experiences.”

As father and daughter, Joseph and Christina embody the company’s belief in treating every employee, partner and customer like a valued family member.

CLEAN, AFFORDABLE FUEL Paraco Gas reliably delivers cleanburning propane to homes and businesses across eight states in the Northeast, where the company’s geographic footprint has continued to expand through strategic organic growth and acquisitions.

2017 was a particularly notable year marked by three key acquisitions, namely Island Propane, Bay Gas, and a strategically-aligned joint venture entered together with Kingston Oil Supply Corp and Heritage Energy to form Kosco Heritage.

From a growth perspective, this came as Paraco Gas began exploring joint venture opportunities with companies outside of its geographic market.

Two further acquisitions completed within the last year, meanwhile, have added an additional 2.5 million gallons of propane to Paraco’s New Jersey and Pennsylvania portfolios.

IA Call Center IA Call Center and Paraco Gas have been partners for over 20 years and as we navigate through this sea of health and economic crisis, we have challenged ourselves to reassess how we can positively impact the entire customer experience.

With increases in call volume due to the pandemic, the pace of customer engagement is escalating and customer demands require those experiences to be more customized and of a higher standard.

Speed, quality, and 1st call resolutions are staple and necessary elements for Paraco to provide excellent customer service. But, speed alone without quality and empathy is empty, and if any one of the elements is missing from the formula, it becomes a deficit.

At IA Call Center, we recognize the supreme demands and expectations of customers and how we as a team represent our partner in Paraco Gas, as the face of the brand. Our professionally trained agents work along side the Paraco team to enhance Paraco’s ability to provide a best in class customer experience.

Working side by side with IA Callcenter allows the Paraco customer experience team to be the guiding force in directing the customer journey and to ensure complete resolutions and a quality, speedy experience especially in times of dire situations or natural disasters.

We understand and stand by the concept that consistent, quality customer service is the key to customer retention. Our agents act as a supporting element to what remains our core service: To offer superior, personalized, VIP customer support.

“Our relationship with IA has been invaluable. We view the organization as more than a strategic vendor but a true extension of the Paraco family, providing a stellar experience to our expanding customer base” Christina Armentano, Chief Operating Officer.

www.iacallcenter.com Joseph Armentano, CEO 4 | North America Outlook issue 07

Christina Armentano, COO

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d partners to allow customers an at th es ic rv se el nn pport, social we offer omni-cha e agent phone su liv /7 24 , at ch At IA Call Center, e liv t: le points of contac find you at multip e. or and m and scripted media, web form, of customer care ire rto pe le re e et pl m ed agents to hand s you the co ofessionally train pr IA Call Center give g in az am r ou tation with branding represen gement. ga your customer en

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PARACO GAS A by-product of natural gas, propane is the most widely-used alternative fuel in homes across the US, and represents a cleaner, greener option for homeowners compared to oil or electricity.

“As an EPA-designated

HOW CAN PARACO GAS HELP? PROPANE FOR THE HOME – Enjoy the comfort of propane for heating, cooking, grilling, swimming and more.

PROPANE FOR BUSINESSES – From barbecue exchange and bulk delivery to forklift fuel, Paraco Gas has businesses covered.

PAYING BILLS – With 24/7 online account access, customers can pay bills, order deliveries and monitor their account.

CONVERTING TO PROPANE – Helping to make the switch to clean, reliable, versatile and affordable propane.

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clean-burning fuel, propane is environmentally responsible and an equitable energy choice,” affirms Christina. “Our mission is to reliably deliver comfort, peace of mind, and opportunities for our customers, employees and communities.”

For residential purposes, Paraco’s propane furnaces, space heaters and fireplaces help to warm family homes during the long winter months, complemented by propane-powered everyday appliances such as stoves, oven ranges, clothes dryers and water heaters to keep households running smoothly.

Even spas and swimming pools can be enjoyed all year long courtesy of propane pool heaters, which operate the same way as a home water heating system, whilst transforming backyards into a cozy living space has also never been easier thanks to Paraco’s outdoor living products.

“Since the COVID-19 pandemic hit and people started spending more time at home, we have seen an increase in the use of propane applications for outdoor living, as well as homes continuing to replace fuel oil with propane, especially newbuilds,” notes Joseph.

Otodata Tank Monitors Otodata has been a key player in the tank monitoring industry for over 10 years and we are very pleased to be working with Paraco Gas. Our common goal has always been to provide monitors with very low cost of ownership - making large-scale implementation affordable for all customers.

We are proud to say that we design, develop, manufacture and sell our award-winning tank monitors, management software, and mobile apps to businesses all over North America.

All of our monitors provide precise, extremely reliable data, carry industry leading warranties, and are compatible with all read-ready dial equipped tanks.

T 1 (844) 763-3344 E info@otodatatankmonitors.com otodatatankmonitors.com

With a variety of service contract options, Paraco Gas offers further peace of mind to families, who can choose a service plan that suits their budget, lifestyle and propane needs.

Commercially, meanwhile, businesses also count on Paraco Gas to fuel their operations. Propane forklifts, for instance, have a stellar reputation for dependability and performance in comparison to their electric-powered counterparts, thanks to long-lasting power, easy refueling and landscaping capabilities.

For restaurants, propane cooking equipment also surpasses the competition when it comes to professional-grade performance, as it provides commercial kitchens with instant heat, responsive control and quicker, consistent cooking, all while decreasing fuel consumption.

The benefits go beyond the kitchen, though, with propane also being the preferred choice for newly constructed high-performance

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PACKAGING WORLD-WIDE

The slip-on sleeve label manufacturer Hi-Tech Packaging Worldwide is a Poly-stretch sleeve label manufacturer for containers ranging from pints up to 55-gallon drum sizes. We service the BBQ grill tank exchange industry for Paraco Gas and others within the US, Puerto Rico and Canada. We provide label design assistance to customers if needed. Materials and manufacturing are 100% ‘’made in the USA”. Poly sleeve labels are an eco-friendly, recyclable plastic.

Our services include: Indoor and outdoor household product labels, such as; pool chemicals, driveway sealers, drain openers, anti-freeze, cleaners, sanitizers, soaps and detergents.

845-947-1912 | robert@hi-techpackagingworldwide.com 40 Governor Drive, Newburgh, New York 12550

www.hi-techpackagingworldwide.com North America Outlook issue 07 | 7

PARACO GAS buildings, vehicle fleets, agricultural applications, and more.

“We provide propane to a variety of market segments for a wide range of applications. In addition to the residential and commercial sectors, we are also in the cylinder exchange business, providing motor fuel for forklifts and portable cylinders for grills, fire pits, heat lamps and

A HELLUVA RIDE 12 years in the making, Joseph Armentano has released his new book, titled “A Helluva Ride – How a father-son family business overcame crisis to achieve the American dream”.

Filled with inspiring and entertaining stories from Joseph’s journey with Paraco Gas, the book is a tribute to Pat Armentano’s oversized personality, passion for life, and his remarkable ability to shake off failure and keep moving forwards.

Pat and Joseph enjoyed a fatherson relationship built on mutual admiration, respect and love, a bond that deepened through the years as they grew their family business together.

A portion of the proceeds from the book are going to The Boys and Girls Club of America, an organization close to Joseph’s heart.

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generators,” Joseph reveals.

Through the company’s Propane Cylinder Exchange and Refill programs, customers can exchange their propane tank, so they won’t lose time or money when their barbecue tanks run out.

For businesses thinking of adding propane into their customer offerings, they can also reap the rewards of becoming a Cylinder Exchange Dealer or Propane Cylinder Refill Station, as an easy way to boost sales all year round.

The reliability and on-demand generation capabilities of propane make an attractive energy source in the long term, especially in light of increasing power outages caused by damaging weather events in the US. “Because propane is a critical component of the overall energy mix, we are optimistic about its sustainability within the country,” adds Christina.

“The propane industry is facing a

higher commodity environment, as well as a changing energy landscape nationwide, so our goal is to continue to understand these changes, innovate and adapt to ensure the long-term success of propane – and the long-term success of Paraco Gas.”

SAFETY IS PARAMOUNT Whether heating a home or powering appliances, Paraco Gas has the right tank size for all propane needs, with trained specialists on hand to help clients decide the best location for their propane tank.

Above ground level, Paraco’s propane tanks are built to last harsh winters, sweltering summers and extreme natural elements; underground, the company’s discrete, environmentally friendly tanks are painted with a special coating that prevents corrosion and lasts for decades.

Not only that, but underground tanks can be easily installed by a

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North America Outlook issue 07 | 9

PARACO GAS

“OUR MISSION IS TO DELIVER COMFORT, PEACE OF MIND, AND OPPORTUNITIES FOR OUR CUSTOMERS, EMPLOYEES AND COMMUNITIES” – JOSEPH ARMENTANO, CEO, PARACO GAS professional technician in just a few simple steps. After obtaining all the required permits for installation, Paraco Gas works with customers to determine the right place for their equipment and tank, digging a trench to bury the gas line if necessary.

Following all local, state and national codes, propane tanks and gas lines are properly installed and protected, with Paraco Gas technicians there to make sure 10 | North America Outlook issue 07

everything is working properly after inspection.

“Paraco Gas is widely recognized by staff, suppliers and industry peers as a strong family business that leads in terms of safety and innovation,” Joseph acclaims proudly.

“We have had a 53-year history of not only achieving high safety records, but actually leading and teaching others within the propane sector, emergency response, and

other industries. Safety is truly our number one priority.”

Indeed, through ongoing education programs, the team of industry consultants at Paraco Gas constantly have a finger on the sector’s pulse.

Paraco’s propane consultants are members of the National Propane Gas Association and regularly complete courses on subjects such as equipment installation practices and appliance servicing, providing customers with a safe, quality service delivered correctly the very first time.

THE CUSTOMER EXPERIENCE To drive efficiency within the

ENERGY & UTILITIES

company and improve the customer and employee experience, Paraco Gas also continues to innovate its production processes and technologies, exemplified by the opening of a state-of-the-art cylinder refurbishing facility in Waterbury, Connecticut in 2018.

“We continue to invest in our technology systems, working diligently to stay ahead of consumer trends and leverage systems that enhance the customer experience,” Christina says.

“Closely reviewing what is working and what areas for improvement there are, we are building out the foundation of our organization as

we continue to grow, keeping the employee experience and customer experience front and center.”

The new Waterbury plant has allowed Paraco to maintain control over its product quality, whilst keeping costs competitive within the market.

With a safety-first mentality, the new facility promotes improved safety and efficiency of gas delivery throughout the Northeast, as cylinders are filled by trained on-site staff rather than customers.

Paraco’s investment in this cylinder reconditioning plant positions the company to expand its cylinder exchange business in the region and

bring new jobs to the community. “We are looking to replicate the success of our Waterbury facility with an additional plant,” shares Joseph.

Likewise, Joseph and Christina will be looking to replicate the success of Pat Armentano, a much-loved father, grandfather and entrepreneur whose family values remain at the fore.

Tel: 800.647.4427 contactus@paracogas.com www.paracogas.com

North America Outlook issue 07 | 11

PARACO GAS 800 Westchester Ave, S604, Rye Brook, NY 10573 Tel: 800.647.4427 contactus@paracogas.com www.paracogas.com

PRODUCED BY NORTH AMERICA OUTLOOK MAGAZINE