Customer Experience Reresentative
Superior Propane
Guelph, ON
4d ago

ROLE OVERVIEW :

Reporting to the Customer Experience Supervisor / Manager, the part-time Customer Experience Representative (CER) is responsible for utilizing standard procedures providing a best in class level of customer service to all customers.

The position is responsible for placing delivery orders while collaboratively working with and relaying information to / from the Delivery and Collections teams.

With the customer effort in mind, the CER is responsible for ensuring a quality interaction with the customer while striving to drive for first contact resolution.

ROLE SPECIFIC RESPONSIBILITIES :

  • Consistently apply and leverage developed procedures and processes to effectively answer customer inquiries, resolve issues and manage customer expectations.
  • Validate customer account information to ensure corporate compliance with Privacy Information guidelines.
  • Provide accurate and reliable delivery information to customers.
  • 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.
  • Escalate customer questions / concerns 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.
  • Dispatch Delivery calls after hours.
  • Strive to achieve First Call Resolution when responding to customer inquiries and requests for information regarding their product or delivery.
  • Ensure resolution of their question, issue or concern in a timely manner.

  • Build positive, collaborative relationships with all points of contact including customers, team members and management.
  • Ensure that any emergency or escalation has been resolved and delegated properly and that the appropriate emergency protocol has been followed.
  • Document all customer phone calls to ensure that quality customer service is being provided.
  • Situations that are outside standard guidelines are escalated to the Customer Experience Manager, the Delivery Manager or Service Manager.
  • As this role has an indirect impact on safety, identify possible customer safety issues and escalating for immediate resolution.
  • HIRING PROFILE :

  • Post-secondary degree or diploma or equivalent experience
  • One (1) year previous customer service experience, preferably in a telephone contact environment
  • Work collaboratively as a positive contributing team member, as well as independently
  • Exceptional Customer Service skills with strong organizational skills
  • Excellent communication skills, both oral and written
  • Detail oriented, with accurate data entry skills to capture customer data, as well as comprehension of complicated and varying customer needs
  • Able to function effectively in a fast paced environment
  • Ability to multi-task, using several computer systems at once
  • Proficient in Microsoft Office products, including Outlook and Excel
  • Bilingual (French / English) is an asset
  • Here at Superior Propane we are an equal opportunity employer committed to the inclusion and accommodation of all individuals.

    If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at aoda hr superiorpropane.

    com to let us know how we can enhance your experience.

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