Customer Experience Representative

5 days ago

Ottawa, Canada Ultramar Full time

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, and Sparlings Propane.

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**:Sparlings Propane and Ultramar | In Branch and Remote Options Available Across Ontario

**Position Summary**:
**Key Responsibilities**:

- Answer a high volume of customer calls promptly as they come into the queue to maintain a standard service level.
- Work as part of a team utilizing all the tools and people available to support you to be successful in your role.
- Utilize soft sales skills on each call to upsell existing products and services we offer.
- Create new accounts by setting customers up with services that meet their needs.
- Utilize Equifax tool to obtain credit approval for residential accounts.
- Perform customer verifications.
- Process credit card pre-authorizations and sales accurately through Online Chase.
- Work through complaints and various customer issues and escalate to the proper department for assistance when needed.
- Keep records of customer interactions and transactions through account comments.
- Communicate and coordinate with internal departments.

**Qualifications and Skills**:

- Excellent Customer Service and Interpersonal Skills required.
- Previous experience working on a PC and demonstrated navigational abilities within a Windows environment required. Data entry experience an asset.
- Strong written and oral communication skills required.
- Able to problem solve, multitask and handle a high volume workload in the busy season.
- Enjoy working with the public and helping to resolve many different call types.
- Previous experience in a call center environment would be considered an asset.
- Some post-secondary education preferred.

**We Offer**:

- 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.
- Participation in Parkland Pledge, an employee-driven charitable giving program.
- An employee referral program - earn up to $2000 for your referral.
- In-house learning and development opportunities, leadership training, international opportunities.
- Discount Programs and Educational Scholarship Programs for family members.
- A safety focused work environment and ongoing safety training.

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