Operations & Administration Support

2 weeks ago

Cambridge, Canada Superior Propane Full time

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.

We are hiring an 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.

RESPONSIBILITIES:

- 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 Coordinator
- 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 customer and Service Coordinator 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.
- QUALIFICATIONS:

- Minimum high school diploma, preferably with relevant post-secondary 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 fast-paced environment
- Ability to multi-task, using several computer systems at once
- Proficient in Microsoft Office products, including Outlook and Excel
- Excellent problem-solving skills
- The ability to work well under deadlines and to multitask
- Excellent verbal and written communication skills
- Excellent critical thinking and problem-solving skills

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