Digital Customer Experience Representative

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.

The Digital CER is a frontline digital service specialist responsible for engaging with customers through live chat, email and other digital messaging platforms. This role supports real-time customer needs, resolves inquiries efficiently, and ensures a consistent brand voice across digital interactions. As part of the broader Digital and Self-Service team, the Digital CER plays a key role in supporting digital adoption, deflecting assisted contacts, and contributing to a seamless, omnichannel customer experience.

This is a remote position.

Key Responsibilities:

Live Digital Support

- Respond to customer inquiries via live chat, email, and other digital platforms with speed, accuracy, and professionalism.

- Guide customers through self-service tools and digital processes, promoting ease of use and adoption.

- Resolve issues independently or escalate appropriately, ensuring a smooth and timely resolution.

Digital Channel Readiness

- Stay current on digital tools, workflows, and service protocols to ensure accurate and consistent support.

- Follow dynamic scripts and knowledge articles tailored to digital interactions and evolving business needs.

- Participate in scenario-based training and cross-skilling to support a variety of digital service types.

Quality, Compliance & Documentation

- Adhere to CX standards, digital engagement protocols, and brand voice guidelines.

- Accurately document customer interactions and outcomes in CRM and chat platforms.

- Maintain compliance with privacy, security, and regulatory requirements in all digital communications.

Collaboration & Feedback

- Communicate regularly with peers and supervisors to stay aligned on updates, priorities, and escalations.

- Provide feedback on customer pain points, tool usability, and process gaps to support continuous improvement.

- Participate in team huddles, calibration sessions, and digital service reviews.

What you bring:

- 1+ years of customer service experience

- Strong written communication skills

- Experience with online customer support is an asset

Superior Plus is a leading North American distributor and marketer of propane and distillates and related products and services, servicing over 890,000 customer locations in the U.S. and Canada. All of the businesses operate on the principles of entrepreneurship, continuous improvement, executing on objectives, safety and teamwork.

We are 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.