Customer Service Representative

4 weeks ago

Cambridge ON, Canada Superior Propane Full time

Reporting directly to the Customer Experience Manager, the Customer Experience Representative is responsible for utilizing standard procedures to achieve first call resolution when responding to customer inquiries and concerns regarding delivery of propane. The Customer Experience Representative will also be responsible for providing exceptional customer support, generating orders and collaboratively working with and relaying information to the Delivery Coordinators and Credit and Collections Specialists to assist in the efficient delivery propane and related services.
Full and part time positions are available. Spoken and written fluency is French and English is a must.
A continuous focus on professional development with many opportunities for training & career growth.
Health & Wellness: Competitive health benefits right from the start including health & wellness spending accounts & maternity leave top-up. Access our employee assistance program for confidential counseling, mental health support, and various resources to help you navigate life’s challenges.
We understand the importance of work-life balance, we offer flexible hybrid work options to help you manage your personal and professional commitments.
Review customer account information during each call to ensure accurate and current data. Validate customer account information to ensure corporate compliance with Privacy Information guidelines.
Escalate customer questions, concerns or issues as needed and facilitate the customer’s transition to a new internal contact to ensure resolution of their issue and ensure customer service standards are achieved and exceeded.
Document all customer phone calls to ensure that quality customer service is being provided.
Ensure that situations that are outside standard guidelines are escalated to the Customer Experience Manager, the Delivery Manager or Service Manager.
Responsibilities include identifying and escalating possible safety issues or concerns to ensure immediate resolution.
Bilingual fluency in French and English, both written and verbal is a requirement for this position.
One year of previous customer service experience, preferably in a telephone contact environment.
Exceptional customer service skills with strong organizational skills
Attention to detail required ensuring accurate capture of customer data, as well as comprehension of complicated and varying customer needs.
Ability to multi-task, using several computer systems at once.
Computer literacy, specifically Microsoft Office Outlook and Excel is required.
Previous experience with ADDS or similar billing/ticketing system would be an asset.
Flexible shift availability (available to work any shift between 8:00 a.m. EST) and weekends.
Customer Focus, Performance, Safety, and Winning with People are the four key values that are the foundation of everything that we do.
"Here at Superior Propane we are an equal opportunity employer committed to the inclusion and accommodation of all individuals.

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