After Hours Customer Experience Representative

Why join us: Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.

Competitive Compensation: We offer a highly competitive compensation and total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly.

Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively.

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.

Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial and social well-being.

Opportunity: A continuous focus on professional development with many opportunities for training & career growth.

Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.

Reporting directly to the Emergency Contact Team (After Hours) Supervisor, the After Hours Representative is responsible for utilizing standard procedures to achieve first call resolution when responding to customer inquiries and concerns regarding delivery of propane. The After Hours Representative will also be responsible for providing exceptional customer support, generating orders and collaboratively working with and relaying information to the Logistics 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 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.

- 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

Here at Superior Plus Propane, we are an equal opportunity employer committed to the inclusion and accommodation of all individuals, we welcome all qualified candidates to apply. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at sppcareers@superiorpluspropane.com to let us know how we can enhance your experience.