Senior Customer Experience Representative

Description Competitive Benefits. Meaningful Extras. Unmatched Value.

- A place where you can take your career in the direction you want to grow and go

- Save on gas at stations across Canada, including Chevron, Fas Gas, Ultramar, and Pioneer

The Opportunity:

The Customer Experience Representative (CXR) is responsible for responding and resolving customer inquiries across multiple channels (phone, email, social, chat).

Responsibilities:

- Open and manage existing customer accounts by recording and maintaining account information.

- Budget /maintenance/collections.

- Obtain and evaluate all relevant information to handle inquiries, orders, and complaints promptly and professionally.

- Direct or escalate requests and unresolved issues to the designated resource.

- Increase revenue through inside sales initiatives.

- Perform customer verifications.

- Perform credit verification using the Equifax credit tool.

- Process credit card pre-authorizations and sales accurately.

- Keep records of customer interactions and transactions through account comments.

- Manage administration associated with customer accounts.

- Communicate and coordinate with internal departments.

- Meet Regularly with your counterparts for consistency.

- Answer questions verbally and on team chat, see out trends from the team chat and create job aid for FAQ’s.

- QA monitoring, input and feedback given to CXR’s.

- Manage Rejected Call Management (deliveries based on payments).

- Manage Decline and NSF payments.

- Work independently along with also being, collaborative and solutions oriented.

- Detailed Oriented.

- Knowledge/Experience working with Budgets.

- Other duties as assigned.

- Training SME:

- Work with commercial training team leads to help prepare and refine CXR training and onboarding material.

- Responsible to facilitate and/or train for all CXRs in region.

- From time-to-time customize training to align with regional business needs.

- Retention SME:

- Work closely with CXM or CX Supervisor to define and execute inbound and outbound retention campaigns.

- Define customer lists & scripts for outbound campaign.

- Issue price, incentive, or refund adjustments as required.

- Proactively reach out to customers to discuss and resolve dissatisfactions with current service offer.

- Track and report retention campaign results (calls answered, customer comments, sales leads, etc.).

Requirements:

- Great interpersonal skills (internal/external), with relentless customer focus.

- Good communication and listening skills.

- Knowledge of customer service principles and practices.

- Proficient in relevant computer applications (Office 365, ERP, CRM, etc.).

- Numeric, oral and written language applications.

- Good data entry / keyboard skills.

- Knowledge of administration and clerical processes.

- Attention to detail and accuracy.

- Problem solving skills.

- Multi-tasking/prioritizing skills.

- Self-starter, with the ability to be flexible.

- Stress tolerance.

- Experience with training and onboarding at Parkland or previous (Training SME).

Humble. Hungry. Smart.

Does this sound like you?

Do others describe you as being a down-to-earth achiever? Someone who thinks outside the box and always strives to do more than what is required. Someone who sees the bigger picture? You sound brilliant to work with!

We Want You To Shine:

We are committed to providing equal opportunities to all applicants. If you require accommodation due to a disability, you will have an opportunity to notify us when scheduling your interview.

Belonging Matters. Because You Do:

We are an equal opportunity employer and encourage applications from all qualified individuals.

Our ability to work as one team across Canada, the United States and the Caribbean is foundational to our success. We show up as our authentic selves each day and create space for one another’s unique contributions.

Our Employee Resource Groups (ERGs) and Affinity Networks help us activate enterprise-wide strategies that power a proactive culture of diversity, equity, inclusions, and ultimately – belonging.

We respect the diverse cultures, traditions and perspectives of Indigenous Peoples and seek to achieve equitable partnerships and opportunities with Indigenous communities.

The Fine Print:

Candidates must be legally eligible to work in the country in which they applied. Regrettably, we are unable to sponsor employment visas at this time.

Please note that final candidates for this position will be required to undergo a confidential pre-employment background check, including but not limited to educational, criminal, credit, drug and alcohol, and/or fitness for duty testing.