After-Hours Customer Experience RepresentativeSuperior Propane • Cambridge, New Brunswick, Canada
After-Hours Customer Experience Representative
Superior Propane
- Cambridge, New Brunswick, Canada
- Cambridge, New Brunswick, Canada
À propos
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 North American Contact Centre Director, Logistics Manager or Service Logistics 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 required.
One (1) year previous customer service experience, preferably in a contact center 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 Cargas, ADDS or similar Billing/Ticketing system is preferred
Flexible night shift availability and weekends
Salary: $ $24.22 hourly (based on skills, experience, qualifications, and geography).
Eligible employees may earn performance-based incentives and have access to comprehensive benefits and retirement plans with matching contributions.
This posting is for a newly created position. We do not use AI tools in the selection process and do not request pay history.
Compétences linguistiques
- English
Avis aux utilisateurs
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