Customer Experience Representative

7 months ago

Edmonton, Canada Parkland Corporation 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 M&M Food Market, Fas Gas Plus, Pioneer, RaceTrac, Superpumper, Ultramar, Chevron, Esso, and ON the RUN.

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 - Bluewave Energy**

**Team and Location: Commercial - **Edmonton, AB**

**Minimum Starting Wage from: $ **43,440 /year**

**Position Summary**:
The Customer Experience Representative is responsible for providing a high level of customer service to business customers and prospects. They are responsible for ensuring a prompt, accurate and professional response to all customer inquiries, providing product and service information through multiple communication channels.

**Key Responsibilities**:

- Effectively listen to customers to identify their needs and provide a positive response to all inquiries and requests.
- Maintain quality records of all customer contacts by updating all customer account call data immediately following each customer interaction.
- Work collaboratively with colleagues in other departments; to ensure appropriate and efficient resolution of customer issues.
- Manage customer complaints in a timely manner; while determining the escalation of those requiring higher level review; Proceed with the appropriate recording in the customer database using the appropriate call code data.
- Be responsible for the collection of the residential customer account portfolio ensuring that accounts are within credit limits and within the terms of company policy.
- Process account payments or adjustments related to customer issues during customer contacts; cancel and correct billing errors, follow up on payments, perform customer PAP information updates and recalculate budget payments.
- Perform any other administrative duties as assigned.

**Qualifications and Skills**:

- 1-2 years call center experience
- Experience with Multi Channel customer interactions (an asset)
- Ability to multi task in a fast paced environment with attention to detail
- Following call center “scripts” when handling different topics
- Customer focus and adaptability to different personality types
- Knowledge of the oil industry (an asset)
- Ability to work independently while being a team player
- Experience with Infosys (an asset).
- Strong phone and verbal communication skills along with active listening
- Ability to work flexible hours.

**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.
- A safety focused work environment and ongoing safety training.

Please note:
**Commercial Brand: Bluewave Energy.**

**#LI-AD1

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