Customer Experience Representative

4 days ago

Richmond Hill, Ontario, Canada Ultramar Full time
Job Description Job Description

Description

Competitive Benefits. Meaningful Extras. Unmatched Value.
  • A place where you can take your career in the direction you want to grow and go
The Opportunity:   The Customer Experience Representative (CXR) is responsible for responding and resolving customer inquiries across multiple channels (phone, email, social, chat).  Responsibilities:
  • Open and manage existing customer accounts by recording and maintaining account information
  • Answers a high volume of customer calls and achieve Service Level of 85%
  • Obtain and evaluate all relevant information to handle inquiries, orders, and complaints promptly and professionally
  • Direct or escalate requests and unresolved issues to the designated resource
  • Increase revenue through inside sales initiatives
  • Perform customer verifications
  • Perform credit verification using the Equifax credit tool
  • Process credit card pre-authorizations and sales accurately
  • Keep records of customer interactions and transactions through account comments
  • Manage administration associated with customer accounts
  • Communicate and coordinate with internal departments
  • Other duties as assigned
Requirements:
  • Bilingual (French & English)
  • Great interpersonal skills (internal/external), with relentless customer focus
  • Good communication and listening skills
  • Knowledge of customer service principles and practices
  • Proficient in relevant computer applications (Office 365, ERP, CRM, etc.)
  • Numeric, oral and written language applications
  • Good data entry / keyboard skills
  • Knowledge of administration and clerical processes
  • Attention to detail and accuracy
  • Problem solving skills
  • Multi-tasking/prioritizing skills
  • Self-starter, with the ability to be flexible
  • Stress tolerance
  • Experience with training and onboarding at Parkland or previous (Training SME)
Humble. Hungry. Smart. Does this sound like you? Do others describe you as being a down-to-earth achiever? Someone who thinks outside the box and always strives to do more than what is required. Someone who sees the bigger picture? You sound brilliant to work with We Want You To Shine: We are committed to providing equal opportunities to all applicants. If you require accommodation due to a disability, you will have an opportunity to notify us when scheduling your interview. Belonging Matters. Because You Do: We are an equal opportunity employer and encourage applications from all qualified individuals. Our ability to work as one team across Canada, the United States and the Caribbean is foundational to our success. We show up as our authentic selves each day and create space for one another's unique contributions. Our Employee Resource Groups (ERGs) and Affinity Networks help us activate enterprise-wide strategies that power a proactive culture of diversity, equity, inclusions, and ultimately – belonging. We respect the diverse cultures, traditions and perspectives of Indigenous Peoples and seek to achieve equitable partnerships and opportunities with Indigenous communities. The Fine Print: Candidates must be legally eligible to work in the country in which they applied. Regrettably, we are unable to sponsor employment visas at this time. Please note that final candidates for this position will be required to undergo a confidential pre-employment background check, including but not limited to educational, criminal, credit, drug and alcohol, and/or fitness for duty testing. Des avantages compétitifs. Des extras intéressants. Une valeur inégalée.
  • Un lieu où vous pouvez propulser votre carrière dans le sens que vous souhaitez
L'opportunité:   Le représentant expérience client (CXR) est chargé de répondre et de résoudre les demandes des clients à travers plusieurs canaux (téléphone, courriel, social, chat).    Responsabilités:
  • Ouvrir et gérer les comptes clients existants en enregistrant et en actualisant les informations du compte.
  • Répondre à un grand nombre d'appels des clients et atteindre un niveau de service de 85%.
  • Obtenir et évaluer toutes les informations pertinentes pour traiter rapidement et professionnellement les demandes, les commandes et les plaintes.
  • Diriger ou transmettre les demandes et les problèmes non résolus à la ressource désignée.
  • Accroître le revenu par le biais des initiatives de vente interne
  • Effectuer les vérifications des clients
  • Effectuer les vérifications de crédit à l'aide de l'outil de crédit Equifax
  • Effectuer les pré-autorisations de cartes de crédit et les ventes avec précision.
  • Enregistrer les interactions et les transactions avec les clients par des commentaires sur les comptes.
  • Gérer l'administration associée avec les comptes clients
  • Communiquer et coordonner avec les départements internes
  • Effectuer d'autres tâches en fonction des besoins.
Profil du candidat:
  • Bilinguisme (français et anglais)
  • Excellentes aptitudes interpersonnelles (internes/externes), avec un souci constant du client
  • Solides compétences en matière de communication et d'écoute
  • Connaissance des principes et pratiques du service à la clientèle
  • Maîtrise des applications informatiques pertinentes (Office 365, ERP, CRM, etc.)
  • Compétences numériques, orales et écrites 
  • Bonnes compétences en matière de saisie de données / clavier
  • Connaissance des processus administratifs et de bureau
  • Attention aux détails et à la précision
  • Capacité à résoudre des problèmes
  • Aptitude à effectuer plusieurs tâches à la fois et à établir des priorités
  • Esprit d'initiative et capacité à faire preuve de flexibilité
  • Tolérance au stress
  • Expérience de la formation et de l'intégration à Parkland ou antérieurement (PME de la formation)
Enthousiaste. Humble. Intelligent. Cela vous ressemble-t-il? Les autres vous décrivent-ils comme quelqu'un terre-à-terre ? Quelqu'un qui sort des sentiers battus et s'efforce toujours de faire plus que ce qui est exigé. Quelqu'un qui voit les choses en grand ? Vous avez l'air d'être une personne brillante avec qui travailler Nous voulons que vous réussissiez: Si vous êtes contacté(e) pour un entretien et que vous avez besoin d'un aménagement en raison d'un handicap, vous aurez la possibilité de nous en informer lors de la prise de rendez-vous pour votre entretien.    Le sentiment d'appartenance compte beaucoup. Tout comme vous. Nous sommes un employeur qui souscrit au principe de l'égalité des chances et encourageons toutes les personnes qualifiées à poser leur candidature.  Notre capacité à travailler en tant qu'UNE équipe Parkland dans 25 pays différents est à la base de notre succès. Nous sommes authentique chaque jour et nous créons un espace pour les contributions uniques de chaque personne. Nos groupes de ressources des employés (ERG) et nos réseaux d'affinités nous aident à activer des stratégies à l'échelle de l'entreprise qui favorisent une culture proactive de la diversité, de l'équité, de l'inclusion et, en fin de compte, de l'appartenance. Nous respectons la diversité des cultures, des traditions et des points de vue des peuples autochtones et nous nous efforçons de mettre en place des partenariats et des opportunités équitables avec les communautés autochtones.    Les petits caractères: Les candidats doivent être légalement autorisés à travailler dans le pays où se situe le poste. Malheureusement, nous ne sommes pas en mesure de parrainer des visas d'emploi. Veuillez noter que les candidats retenus pour ce poste devront se soumettre à une vérification confidentielle de leurs antécédents avant l'embauche, y compris, mais sans s'y limiter, à des tests de scolarité, de criminalité, de solvabilité, de dépistage de drogues et d'alcool et/ou d'aptitude au travail.   #LI-JP1

 

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