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Customer Experience Representative
2 weeks ago
At Parkland, our purpose is to Power Journeys & Energize Communities. We are a prominent independent supplier and marketer of fuel and petroleum products and a leading convenience store operator. As One Parkland team, we proudly serve diverse retail, commercial and wholesale customers across Canada, the United States, the Caribbean region, and South America. We power a growing family of locally known brands including Ultramar, Bluewave Energy, Pipeline, Chevron, Columbia Fuels, Island Petroleum, Sparlings Propane, Elbow River Marketing and Parkland Refining.
We recognize that diversity gives us an edge and inclusion propels us forward. We’re also a passionate team of down-to-earth achievers, committed to getting our customers, colleagues and communities further, faster. As such, we welcome talented individuals that have a variety of perspectives, backgrounds, and industry experience who will contribute to the success of our One Parkland team.
**Position Title: Customer Experience Representative**
**Team and Location: Commercial - Edmonton, AB**
**Starting Minimum Salary from: $ **43,440 /year**
**Position Summary**:
The Customer Experience Representative is responsible for answering a high volume of customer calls and to process orders for the Prairies Region accurately. Process credit card payments through On Line Chase. Utilize advanced customer service skills to perform customer verifications, work through complaints and issues, and escalate to the proper department for assistance as needed. Provide sales techniques to customers to increase revenue and support the Prairies Region EBITDA. Ensure detailed records are kept of all conversations and transactions.
**Key Responsibilities**:
- Answers a high volume of customer calls to achieve a Call Service Level of 80%.
- Follow Call Quality standards and participate in monthly Quality Assurance and one on one coaching sessions
- Creates new and manages existing customer accounts by recording and maintaining account information
- Obtain and evaluate all relevant information to handle and process inquiries, orders and complaints promptlyand professionally
- Perform customer verifications
- Direct requests and unresolved issues to the designated resource
- Keep records of customer interactions and transactions through account comments
- Manage administration associated with customer accounts.
- Communicate and coordinate with internal departments
- All other duties as assigned
**Qualifications and Skills**:
- Knowledge of customer service principles and practices
- Previous experience in a customer call center would be considered an asset
- Good data entry / keyboard skills
- Knowledge of administration and clerical processes.
- Interpersonal skills (internal/external)
- Communication and listening skills
- Attention to detail and accuracy
- Customer Service orientation
- Problem solving skills
- Multi-tasking/prioritizing skills
- Self-starter, with the ability to be flexible
- Stress tolerance
**We Offer**:
- Participation in Parkland Pledge, an employee-driven charitable giving program.
- Our Performance-based Annual Incentive Plan, an annual bonus awarding your performance.
- A share in our success through the Employee Share Purchase Plan and 100% company matching.
- Flexible medical and dental packages, a Health Care Spending Account, along with a supportive Employee and Family Assistance Program.
- In-house learning and development opportunities, leadership training, international opportunities.
- An employee referral program - earn up to $2000 for your referral.
- A focus on healthy living through wellness initiatives and an annual fitness reimbursement program.
- Discount Programs and Educational Scholarship Programs for family members.
- A safety focused work environment and ongoing safety training.
**Commercial Brand: Bluewave Energy.
