Bilingual Operations

1 week ago

Cambridge, Ontario, Canada Superior Propane Full time

Bilingual Operations & Administration Support
We are hiring a Bilingual Operations Administration & Support (OAS) at our Cambridge, ON location. This is a full-time role and falls within our hybrid work model.

Reporting to the Service Supervisor, this is cross-functional role that is responsible for utilizing standard procedures to provide a "best in class" level of customer service to all customers.

The OAS works collaboratively with the Delivery, Service, and Customer Experience teams through multiple systems.

What we will offer you:

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Culture: Join a supportive and inclusive work environment where teamwork, respect, and open communication are at the core of everything we do.
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Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
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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.
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Competitive Compensation: We offer a highly competitive salary package, ensuring that you hard work and dedication are recognized and rewarded accordingly.
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Flexibility: We understand the importance of work-life balance, we offer flexible hybrid work options to help you manage your personal and professional commitments.
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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.
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Safety Focused: We care about you and have committed to a zero-harm workplace.

What you'll do:

  • Strive to achieve "First Call Resolution" when responding to customer inquiries and requests for information regarding their product or delivery. Ensure resolution of their question, issue or concern in a timely manner.
  • Act as liaison between the customer and the Service Coordinators.
  • Support the dispatch of work to 3rd party contractors, using preapproved compliance work plan, escalating any challenges to the Service Coordinator.
  • Ensure purchase orders are created according to pricing standards, and communicate discrepancies to the appropriate contact.
  • Support the growth of the organization through customer onboarding and retention.
  • Provide clear communication to customer on safety regulations and requirements.
  • Assess customer issues and provide a recommendation to resolve the problem.
  • Review Regional Compliance documents and work with customers and Service Coordinators to ensure the site is compliant.
  • Support Service Coordinators and the Customer Experience team by acting as the primary point of contact for customer calls that are not resolved at the first contact. Ensure resolution of their question, issue or concern in a timely manner.
  • Validate and review customer account information during each call to ensure compliance with privacy information guidelines, and accuracy. Update system information as required and obtain any missing information as needed.
  • Ensure that any emergency or escalation has been resolved and delegated properly and that the appropriate emergency protocol has been followed.
  • Other project work as assigned.

What you bring:

  • Bilingual fluency in French and English, both written and verbal is a requirement for this position
  • Minimum high school diploma, preferably with relevant postsecondary education
  • Two (2) years previous customer service and administration experience, preferably in a contact center environment
  • Work collaboratively as a positive contributing team member, as well as independently
  • Exceptional customer service skills with strong organizational skills
  • Detail oriented, with accurate data entry skills to capture customer data, read and understand work orders, as well as comprehension of complicated and varying customer needs
  • Able to function effectively in a fastpaced environment
  • Ability to multitask, using several computer systems at once
  • Proficient in Microsoft Office products, including Outlook and Excel
  • Excellent problemsolving skills
  • The ability to work well under deadlines and to multitask
  • Excellent verbal and written communication skills
  • Excellent critical thinking and problemsolving skills
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.

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