Customer Service Representative

5 days ago

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

As a key member of our team at Irving Energy, you will be the primary point of contact for all customers, providing exceptional service and support. Your goal will be to ensure all customer concerns are addressed, including account maintenance, billing inquiries, ordering products, and general contact with the company.

Working in our beautiful home office building, you will have access to a full fitness facility, onsite nurse, and a café. Our hybrid work model allows for a blend of in-office and work-from-home days, providing a great work-life balance.

Key responsibilities include:

  • Providing guidance to customers requiring budget or financial support when purchasing our products and services.
  • Verifying and updating customer account information, troubleshooting and/or solving basic account-related problems, managing the needs of displeased callers, escalating issues as appropriate, and providing accurate information on products and services.
  • Reducing company exposure by doing soft collections when customers call and forwarding to the appropriate Customer Credit Representative as necessary.
  • Providing customer service by taking information for orders of heating oil, propane, and product delivery on the next scheduled delivery day.
  • Making service appointments as needed.
  • Processing customer payments via other payment options.
  • Performing other duties as required to maintain and enhance departmental productivity.

Requirements include:

  • Strong communication skills with the ability to quickly build rapport and maintain relationships.
  • Problem-solving/decision-making skills, as well as the ability to multi-task.
  • Computer literacy, good organizational skills, strong analytical skills, and good interpersonal skills.
  • Ability to work well with others.
  • Excellent customer service skills.

Education requirements include a high school diploma or equivalent, with post-secondary education preferred. 1-3 years of contact center experience and experience working with budgets and finance are also required.

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