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Customer Experience Representative

4 months 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.

We are hiring in Cambridge, ON or Calgary, AB. Full and part time positions are available. Spoken and written fluency is French and English is a must.

What we will offer you:

  • Culture: Join a supportive and inclusive work environment where teamwork, respect, and open communication are at the core of everything we do.
  • Opportunity: 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.
  • Competitive Compensation: We offer a highly competitive salary package, ensuring that you hard work and dedication are recognized and rewarded accordingly.
  • Flexibility: We understand the importance of work-life balance, we offer flexible hybrid work options to help you manage your personal and professional commitments.
  • Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
  • Safety Focused: We care about you and have committed to a zero-harm workplace.

What you'll do:

  • Build positive, collaborative relationships with all points of contact including customers, team members and management.
  • Consistently apply and leverage developed procedures and processes to effectively answer customer inquiries, resolve issues and manage customer expectations.
  • Ensure resolution of their question, issue or concern in a timely manner.
  • Provide accurate and reliable delivery information to customers.
  • Review customer account information during each call to ensure accurate and current data. Update system information as required and obtain any missing information as needed.
  • 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.
  • Dispatch delivery calls after hours.
  • Ensure that any emergency or escalation has been resolved and delegated properly and that the appropriate emergency protocol has been followed.
  • 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.
  • This role has an indirect impact on safety. Responsibilities include identifying and escalating possible safety issues or concerns to ensure immediate resolution.

What you bring:

  • Bilingual fluency in French and English, both written and verbal is a requirement for this position.
  • Post-secondary degree or diploma or equivalent experience.
  • One year of previous customer service experience, preferably in a telephone contact environment.
  • Ability to work collaboratively as a positive contributing team member, as well as independently.
  • Exceptional customer service skills with strong organizational skills
  • Excellent communication skills, both oral and written.
  • 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. and 11:00 p.m. EST) and weekends.

Superior Propane is Canada’s leading and reliable propane provider. Customers have trusted the experts at Superior to fuel their homes and businesses since 1951. 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. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at aoda_hr@superiorpropane.com to let us know how we can enhance your experience."

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