Customer Service Representative

4 weeks ago

St John's, Newfoundland and Labrador, Canada 09 Irving Oil Limited Full time

As a Customer Service Representative with Irving Energy, you will be the primary point of contact for customers, ensuring their concerns are addressed in a timely and professional manner. Your responsibilities will include account maintenance, billing inquiries, ordering products, and general customer contact. You will also be responsible for providing excellent customer service, resolving issues, and escalating concerns as needed.

Our contact center operates 7 days a week, with varying shift schedules. You will work in a dynamic environment, collaborating with colleagues to achieve departmental productivity goals. Your success will be measured by your ability to provide exceptional customer service, resolve issues efficiently, and maintain a positive attitude.

What We Offer:

  • Work Environment: Our home office building features a full fitness facility, onsite nurse, and a café, providing a comfortable and supportive work environment.
  • Hybrid Work Model: Enjoy a blend of in-office and work-from-home days, allowing for flexibility and work-life balance.
  • Competitive Compensation: Including a parking allowance, ensuring your financial well-being is supported.
  • Flexible Benefits Plan: Including medical and dental benefits, effective from day one, to support your overall health and wellness.
  • Wellness Support: Access to our Employee & Family Assistance Program, providing 24/7 support for your mental and emotional well-being.
  • Opportunity to Give Back: Participate in company volunteer opportunities, paid volunteer days, and a donation matching program, allowing you to make a positive impact in your community.

Your Responsibilities:

  • Provide guidance to customers on budget and financial support for our products and services.
  • Act as the primary point of contact for customers, resolving issues, and escalating concerns as needed.
  • Manage customer accounts, update information, and troubleshoot basic account-related problems.
  • Reduce company exposure by performing soft collections and forwarding issues to the Customer Credit Representative as necessary.
  • Process customer payments via alternative payment options.
  • Perform other duties as required to maintain and enhance departmental productivity.

Your Skills:

  • Strong communication and interpersonal skills, with the ability to build rapport and maintain relationships.
  • Problem-solving and decision-making skills, with the ability to multitask and prioritize tasks.
  • Computer literacy, good organizational skills, and strong analytical skills.
  • Ability to work well with others, providing excellent customer service.

Your Experience:

  • High school diploma or equivalent, with post-secondary education preferred.
  • 1-3 years of contact center experience, with a focus on customer service and account management.
  • Experience working with budgets and finance, with a strong understanding of customer needs and concerns.

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