Reporting directly to the Customer Experience Manager, the Customer Experience Representative is responsible for utilizing standard procedures to achieve first call resolution when responding to customer inquiries and concerns regarding propane delivery of propane. The Customer Experience Representative will also be responsible for providing exceptional customer support, generating orders and collaboratively working with and relaying information to the Delivery Coordinators and Credit and Collections specialists to assist in the efficient delivery propane and related services.
We are currently recruiting for both full-time and part-time positions out of our Cambridge and Calgary locations. Please mention your shift and location preference with your application.
KEY ACCOUNTABILITIES
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Build positive, collaborative relationships with all points of contact including customers, team members and management.
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Consistently apply and leverage developed procedures and processes to effectively answer customer inquiries, resolve issues and manage customer expectations.
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Ensure resolution of their question, issue or concern in a timely manner.
- Provide accurate and reliable delivery information to customers.
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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.
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Validate customer account information to ensure corporate compliance with Privacy Information guidelines.
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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.
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Dispatch Delivery calls after hours.
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Ensure that any emergency or escalation has been resolved and delegated properly and that the appropriate emergency protocol has been followed.
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Document all customer phone calls to ensure that quality customer service is being provided.
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Situations that are outside standard guidelines are escalated to the Customer Experience Manager, the Delivery Manager or Service Manager.
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This role has an indirect impact on safety. Responsibilities include identifying and escalating possible safety issues or concerns to ensure immediate resolution.
QUALIFICATIONS
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Post-secondary degree or diploma or equivalent experience.
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One (1) year previous customer service experience, preferably in a telephone contact environment.
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Work collaboratively as a positive contributing team member, as well as independently.
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Exceptional Customer Service skills with strong organizational skills
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Excellent communication skills, both oral and written.
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Attention to detail required ensuring accurate capture of customer data, as well as comprehension of complicated and varying customer needs.
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Ability to multi-task, using several computer systems at once
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Computer literacy, specifically Microsoft Offices Outlook and Excel is required.
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Previous experience with ADDS or similar Billing/Ticketing system would be an asset.
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Flexible shift availability (available to work any shift between 6:00 a.m. to 11:00 p.m.) and weekends
- Bilingual (French/English) is an asset
