Customer Experience Representative

Nous vous offrons :
 
Culture : Rejoignez un milieu de travail solidaire et inclusif où le travail d'équipe, le respect et la communication ouverte sont au cœur de tout ce que nous faisons.
Possibilités : Un accent continu sur le perfectionnement professionnel avec de nombreuses occasions de formation et d'avancement professionnel.
Santé et bien-être : Des avantages sociaux concurrentiels dès le départ, notamment nos comptes de gestion santé et bien-être, et nos prestations de maternité supplémentaires. Accédez à notre programme d’aide aux employés pour obtenir des conseils confidentiels, un soutien en matière de santé mentale et diverses ressources pour vous aider à relever les défis de la vie.
Rémunération concurrentielle : Nous offrons une rémunération très concurrentielle garantissant que votre travail acharné et votre dévouement sont reconnus et récompensés en conséquence.
Flexibilité : Nous comprenons l'importance de l'équilibre travail-vie personnelle et nous proposons des options de travail hybride flexibles pour vous aider à gérer vos engagements personnels et professionnels.
Technologie : Travaillez avec des outils et des technologies de pointe qui vous permettent d'exceller dans votre rôle et de rester à l'avant-garde des tendances du secteur.
Accent sur la sécurité : Nous nous soucions de vous et nous nous engageons à créer un milieu de travail zéro blessure.

Reporting directly to the Customer Experience Supervisor, the Customer Experience Representative is responsible for utilizing standard procedures to achieve first call resolution when responding to customer inquiries and concerns regarding 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 of propane and related services. 

What you'll do: 

• 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. 
• Ensure resolution of their question, issue or concern in a timely manner. 
• 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. 
• Validate customer account information to ensure corporate compliance with Privacy Information guidelines. 
• 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. 
• Dispatch Delivery calls after hours. 
• 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. 
• This role has an indirect impact on safety. Responsibilities include identifying and escalating possible safety issues or concerns to ensure immediate resolution 

What you bring: 

• Post-secondary degree or diploma or equivalent experience. 
• Bilingual (French/English) is an asset.
• 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. 
• Attention to detail required, ensuring accurate capture of customer data, as well as comprehension of complicated and varying customer needs. 
• Ability to multitask, using several computer software systems at once 
• Computer literacy, specifically Microsoft Offices Outlook and Excel is required. 
• Previous experience with ADDS or similar Billing/Ticketing system would be an asset. 
• Flexible shift availability (available to work any shift between 6:00 a.m. to 9:00 p.m. ET) and weekends