Customer Service Representative
4 weeks ago
Customer Experience Representative
Job Summary
We are seeking a highly skilled Customer Experience Representative to join our team at Superior Propane. As a key member of our customer service team, you will be responsible for providing exceptional customer service to our clients, ensuring their needs are met and exceeded.
Key Responsibilities
- Build positive relationships with customers through effective communication and issue resolution.
- Consistently apply and leverage developed procedures and processes to effectively answer customer inquiries and manage customer expectations.
- Ensure resolution of customer questions, issues, or concerns in a timely manner.
- Provide accurate and reliable delivery information to customers.
- Review customer account information during each call to ensure accurate and current data.
- Update system information as required and obtain any missing information as needed.
- Validate customer account information to ensure corporate compliance with Privacy Information guidelines.
- Escalate customer questions, concerns, or issues as needed and facilitate the customer's transition to a new internal contact to ensure resolution of their issue and ensure customer service standards are achieved and exceeded.
- Dispatch delivery calls after hours.
- Ensure that any emergency or escalation has been resolved and delegated properly and that the appropriate emergency protocol has been followed.
- Document all customer phone calls to ensure that quality customer service is being provided.
- Ensure that situations that are outside standard guidelines are escalated to the Customer Experience Manager, the Delivery Manager, or Service Manager.
Requirements
- Post-secondary degree or diploma or equivalent experience.
- One year of previous customer service experience, preferably in a telephone contact environment.
- Ability to work collaboratively as a positive contributing team member, as well as independently.
- Exceptional customer service skills with strong organizational skills.
- Excellent communication skills, both oral and written.
- Attention to detail required ensuring accurate capture of customer data, as well as comprehension of complicated and varying customer needs.
- Ability to multi-task, using several computer systems at once.
- Computer literacy, specifically Microsoft Office Outlook and Excel is required.
- Previous experience with ADDS or similar billing/ticketing system would be an asset.
- Flexible shift availability (available to work any shift between 8:00 a.m. and 11:00 p.m. EST) and weekends.
About Superior Propane
Superior Propane is Canada's leading and reliable propane provider. Our customers have trusted us to fuel their homes and businesses since 1951. We are committed to providing exceptional customer service and ensuring the safety of our customers and employees.
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