Remote Customer Service Representative full-time

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Reporting to the Customer Experience Supervisor/Manager, the Customer 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 a Remote Customer Experience Representative. This is a seasonal opportunity (September through March) with potential for permanent employment in spring 2021. This position offers flexibility to work remotely as part of Superior Propane's pandemic response plan, after completing initial training. ROLE SPECIFIC RESPONSIBILITIES: 1. Consistently apply and leverage developed procedures and processes to effectively answer customer inquiries, resolve issues and manage customer expectations. 2. Validate customer account information to ensure corporate compliance with Privacy Information guidelines. 3. Provide accurate and reliable delivery information to customers. 4. 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. 5. 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. 6. Dispatch Delivery calls after hours. 7. 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. 8. Build positive, collaborative relationships with all points of contact including customers, team members and management. 9. Ensure that any emergency or escalation has been resolved and delegated properly and that the appropriate emergency protocol has been followed. 10. Document all customer phone calls to ensure that quality customer service is being provided. 11. Situations that are outside standard guidelines are escalated to the Customer Experience Manager, the Delivery Manager or Service Manager. 12. 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 experience 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 Detail oriented, with accurate data entry skills to capture customer data, as well as comprehension of complicated and varying customer needs Able to function effectively in a fast paced environment Ability to multi-task, using several computer systems at once Proficient in Microsoft Office products, including Outlook and Excel Bilingual (French/English) is an asset “We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.”


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