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SUPERIOR PROPANE: Customer Experience Representative


This is a Part-time position in Guelph, ON posted September 9, 2020.

DESCRIPTION AND REQUIREMENTSReporting to the Customer Experience Supervisor/Manager, theCustomer 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.Superior Propane is recruiting for 10 Customer Experience Representatives, in a mix of part-time hours.

This is a seasonal opportunity (September through March) with potential for permanent employment in spring 2021.

This position offers flexibility to work from home as part of Superior Propane’s pandemic response plan, after completing initial training.

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 experienceOne (1) year previous customer service experience, preferably in a telephone contact environmentWork collaboratively as a positive contributing team member, as well as independentlyExceptional Customer Service skills with strong organizational skillsExcellent communication skills, both oral and writtenDetail oriented, with accurate data entry skills to capture customer data, as well as comprehension of complicated and varying customer needsAble to function effectively in a fast paced environmentAbility to multi-task, using several computer systems at onceProficient in Microsoft Office products, including Outlook and ExcelBilingual (French/English) is an asset