Customer Experience Representative
Parkland
Kentville, NS, CA
2d ago

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 Online 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 Atlantic Region EBITDA. Monitor and maintain a credit portfolio under 50K.

Ensure detailed records are kept of all conversations and transactions.

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 Online Chase
  • 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
  • Other duties as assigned
  • Qualifications and Skills :

  • Knowledge of customer service principles and practices
  • Proficient in relevant computer applications
  • Numeric, oral and written language applications
  • 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.
  • We thank all candidates in advance for their interest, however only those being considered will be contacted. Please note :

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