Customer Experience Representative

3 weeks ago

Burnaby, Canada Columbia Fuels Full time

At Parkland, our purpose is to Power Journeys & Energize Communities. We are a prominent independent supplier and marketer of fuel and petroleum products and a leading convenience store operator. As One Parkland team, we proudly serve diverse retail, commercial and wholesale customers across Canada, the United States, the Caribbean region, and South America. We power a growing family of locally known brands including: Ultramar, Bluewave Energy, Pipeline, Chevron, Columbia Fuels, Island Petroleum, and Sparlings Propane.

We recognize that diversity gives us an edge and inclusion propels us forward. We’re also a passionate team of down-to-earth achievers, committed to getting our customers, colleagues and communities further, faster. As such, we welcome talented individuals that have a variety of perspectives, backgrounds, and industry experience who will contribute to the success of our One Parkland team.

**Position Title: Customer Experience Representative**

**Team and Location: Commercial - Burnaby, BC**

**Salary: $ 45**,000 /year**

**Position Summary**:
**Key Responsibilities**:

- Answer a high volume of customer calls promptly as they come into the queue to maintain a standard service level.
- Work as part of a team utilizing all the tools and people available to support you to be successful in your role.
- Utilize soft sales skills on each call to upsell existing products and services we offer.
- Create new accounts by setting customers up with services that meet their needs.
- Utilize Equifax tool to obtain credit approval for residential accounts.
- Perform customer verifications.
- Process credit card pre-authorizations and sales accurately through Online Chase.
- Work through complaints and various customer issues and escalate to the proper department for assistance when needed.
- Keep records of customer interactions and transactions through account comments.
- Communicate and coordinate with internal departments.

**Qualifications and Skills**:

- Excellent Customer Service and Interpersonal Skills required.
- Previous experience working on a PC and demonstrated navigational abilities within a Windows environment required. Data entry experience an asset.
- Strong written and oral communication skills required.
- Able to problem solve, multitask and handle a high volume workload in the busy season.
- Enjoy working with the public and helping to resolve many different call types.
- Previous experience in a call center environment would be considered an asset.
- Some post-secondary education preferred.

**We Offer**:

- Our Performance-based Annual Incentive Plan, an annual bonus awarding your performance.
- A share in our success through the Employee Share Purchase Plan and 100% company matching.
- A flexible group benefit plan that offers health and dental coverage choices to meet the needs of each unique employee. Inclusive of life and disability insurances, Health Care and Lifestyle Spending options, and a supportive Employee and Family Assistance Program.
- Participation in Parkland Pledge, an employee-driven charitable giving program.
- An employee referral program - earn up to $2000 for your referral.
- In-house learning and development opportunities, leadership training, international opportunities.
- Discount Programs and Educational Scholarship Programs for family members.
- Save on gas at our participating gas stations across Canada (Chevron, Fas Gas, Ultramar, and Pioneer).
- A safety focused work environment and ongoing safety training.

**Commercial Brand: Columbia Fuels

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