Customer Experience Representative (Seasonal-Full ID: 61875

Deadline Date: 2019/09/20

Location: Thunder Bay

The Customer Experience Representative provides general customer support, generating orders and collaboratively working with and relaying information to the Delivery and Service Coordinators. The Customer Experience Representative is responsible for utilizing standard procedures to achieve first call resolution when responding to customer inquiries and concerns regarding the delivery of propane, invoicing, and the servicing of propane equipment. This role will support and embed Superior Propane's vision, mission, values and goals by ensuring that all business and people practices, policies and processes are applied consistently in support of excellent customer service and ease of doing business. This is a 6 month seasonal contract position that will run Fall 2019 through to the end of March 2020, with the possibility of extension. In a seasonal contract role employees are eligible for a Health Care Spending Account. Our Contact Centre is open 7 days a week. Shifts for this role may fall between 8:00 AM and 10:00 PM, Monday through Sunday.

Posting Date:
 B - Thunder Bay, Maritime
 1265 Arthur St E
Start Date:
 Shifts for this role may fall between 8:00 AM and
Number of positions:
Days of work:
 Sales and Service
Build positive, collaborative relationships with all points of contact including customers, team members and management.
Consistently apply and leverage developed procedures and processes to effectively answer customer inquiries, resolve issues and manage customer expectations.
Strive to achieve a 'First Call Resolution' when responding to customer inquiries and requests for information regarding their product.
Provide accurate and reliable service 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.
Validate customer account information to ensure corporate compliance with Privacy Information guidelines.
Act as the primary point of contact for the customer calls that are not resolved at the first contact.
Ensure resolution of their question, issue or concern in a timely manner, and that customer service standards are achieved and exceeded.
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/Supervisor, the Delivery Manager or Service Manager.
This role has an indirect impact on safety. Responsibilities include identifying and escalating possible safety issues or concerns to ensure immediate resolution.
- Minimum grade 12 education.
- 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. Good communication skills, both oral and written.
- Strong organizational skills.
- Attention to detail required to ensure accurate capture of customer data, as well as comprehension of complicated and varying customer needs.
- Ability to multi task, using several computer systems at once Computer literate, specifically Microsoft Office's Outlook and Excel is required.
- Previous experience with ADDS or similar billing/ticketing system would be an asset.
- Flexible shift availability, which may include evenings and weekends. (Schedules are published in advance, on a monthly basis)
- Bilingual candidates 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 to let us know how we can enhance your experience.
Closing Date/Apply by:
How To Apply:
Please apply online with a resume.

Employer Contact Information

Contact Name:
 Julian Back
Position Title:
 Recruitment Consultant
Company Name:
 Superior Propane
 400 N. Ashley Drive, 3000
Postal Code:
Web Address:

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