Customer Experience Representative
Ultramar
Dartmouth, Nova Scotia, Canada
16h ago

Position Summary

The Customer Experience Representative is responsible for answering a high volume of customer calls and to accurately process orders for the Atlantic Region.

Process credit card payments through Control P. 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 Atlantic Region EBITDA. Monitor and maintain a credit portfolio under 50K.

Ensure detailed records are kept of all conversations and transactions.

Hours of work include evenings and weekends.

Key Responsibilities :

  • Create new and manages existing customer accounts by recording and maintaining account information
  • Increase revenue through inside sales initiatives
  • Answer a high volume of customer calls to achieve a Call Service Level of 93% handling sales inquiries, installations, inspections and scheduling sales visits
  • Obtain and evaluate all relevant information to promptly handle and process inquiries, orders and complaints
  • Utilize Equifax Idecision obtain credit approval for residential accounts.
  • Manage a credit portfolio of accounts under 50K credit limit
  • Manage rejected call management making decision on the release of orders held or non-payment
  • Send out appropriate overdue notices and work with third party agencies when warranted
  • Perform customer verifications
  • Process credit card pre-authorizations and sales accurately through Control P
  • 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
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