What we will offer you:
Culture: Join a supportive and inclusive work environment where teamwork, respect, and open communication are at the core of everything we do.
Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
Health & Wellness: Competitive health benefits right from the start including health & wellness spending accounts & maternity leave top-up. Access our employee assistance program for confidential counseling, mental health support, and various resources to help you navigate life’s challenges.
Competitive Compensation: We offer a highly competitive salary package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
Flexibility: We understand the importance of work-life balance, we offer flexible hybrid work options to help you manage your personal and professional commitments.
Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
Safety Focused: We care about you and have committed to a zero-harm workplace.
Reporting to the Service Supervisor, this is a cross-functional role that is responsible for utilizing standard procedures to provide a "best in class" level of customer service to all customers. The OAS collaborates closely with the Delivery, Service, and Customer Experience teams across multiple systems.
What you'll do:
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.
Act as liaison between the customer and the Service Coordinators.
Support the dispatch of work to 3rd party contractors, using a pre-approved compliance work plan, escalating any challenges to the Service Coordinator.
Ensure purchase orders are created according to pricing standards, and communicate discrepancies to the appropriate contact.
Support the growth of the organization through customer onboarding and retention.
Provide clear communication to customers on safety regulations and requirements.
Assess customer issues and provide a recommendation to resolve the problem.
Review Regional Compliance documents and work with customers and Service Coordinators to ensure the site is compliant.
Support Service Coordinators and the Customer Experience team by acting as the primary point of contact for customer calls that are not resolved at the first contact. Ensure resolution of their question, issue or concern in a timely manner.
Validate and review customer account information during each call to ensure compliance with privacy information guidelines and accuracy. Update system information as required and obtain any missing information as needed.
Ensure that any emergency or escalation has been resolved and delegated properly and that the appropriate emergency protocol has been followed.
Other project work as assigned.
What you bring:
Bilingual fluency in French and English, both written and verbal, is a requirement for this position
Minimum high school diploma, preferably with relevant post-secondary education
Two (2) years of previous customer service and administration 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
Detail-oriented, with accurate data entry skills to capture customer data, read and understand work orders, as well asa comprehension of complicated and varying customer needs
Able to function effectively in a fast-paced environment
Ability to multitask, using several computer systems at once
Proficient in Microsoft Office products, including Outlook and Excel
Excellent problem-solving skills
The ability to work well under deadlines and to multitask
Excellent verbal and written communication skills
Excellent critical thinking and problem-solving skills
Superior Propane is Canada’s leading and reliable propane provider. Customers have trusted the experts at Superior to fuel their homes and businesses since 1951. Customer Focus, Performance, Safety, and Winning with People are the four key values that are the foundation of everything that we do.
"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 at aoda_hr@superiorpropane.com to let us know how we can enhance your experience."
