Customer Experience Representative

The Customer Experience Representative is responsible for answering a high volume of customer calls and to process orders for the Prairies Region accurately.  You will use your advanced customer service skills to perform customer verifications, work through complaints and issues, and escalate to the proper department for assistance as needed. 

Grande Prairie, AB T8V 7G2, CAN

Bluewave Energy

<p><strong>Bluewave Energy&nbsp;is owned by Parkland Corporation</strong>, a Canadian multi-national company with operations in 25 countries.&nbsp;<strong>Together, we are ONE Parkland.</strong>&nbsp;We work together to be a trusted partner to our customers and one another.<br /><br />We serve essential needs in our communities by providing people with the fuels they need, quality foods, and convenience goods.&nbsp;We are&nbsp;focused on leading our customers through&nbsp;the energy transition with a goal of lowering our collective environmental impact.<br /><br /><strong>ONE Parkland is a mantra you&rsquo;ll hear a lot. It means - together we win.</strong><br /><br />We have one of the best teams in our industry. But what does it take to work here? If you think big and consistently deliver. If you embrace change, think fast and act quick. If you always strive for better and never sit on the sidelines. If you pay attention to detail and are brilliant to work with.&nbsp;<br /><br /><strong>If you are humble, hungry and smart, you belong at Parkland.</strong></p>

keywords: position summary,process,duties,teamwork,customer care,analysis,communication,knowledge,experience,qualifications

Full Time

Competitive Compensation and Benefits Package

Overview: <div class="col-md-24"> <h2 class="my-0" data-automation="jog-details-title" data-bind="text: $.t('Opportunity.OpportunityDetail.JobDetails')">Job Details</h2> </div> <div class="col-md-24"> <h3 data-automation="descriptions-title" data-bind="text: $.t('Opportunity.OpportunityDetail.Description')">Description</h3> </div> <div class="col-md-24"> <p>At Parkland, our purpose is to Power Journeys &amp; Energize Communities. We are a prominent independent supplier and marketer of fuel and petroleum products and a leading convenience store operator. As One Parkland team, we proudly serve diverse retail, commercial and wholesale customers across Canada, the United States, the Caribbean region, and South America. We power a growing family of locally known brands including Fas Gas Plus, Pioneer, RaceTrac, Superpumper, Ultramar, Chevron, Esso, and ON the RUN.&nbsp;</p> <p>We recognize that diversity gives us an edge and inclusion propels us forward. We&rsquo;re also a passionate team of down-to-earth achievers, committed to getting our customers, colleagues and communities further, faster. As such, we welcome talented individuals that have a variety of perspectives, backgrounds, and industry experience who will contribute to the success of our One Parkland team.</p> <p><strong>Position Title:&nbsp;</strong>Customer Experience Representative</p> <p><strong>Team and Location:&nbsp;</strong>Commercial - Grande Prairie, AB</p> <p><strong>Position Summary: <br /><br /></strong>The Customer Experience Representative is responsible for answering a high volume of customer calls and to process orders for the Prairies Region accurately. Process credit card payments through On Line Chase. Utilize advanced customer service skills to perform customer verifications, work through complaints and issues, and escalate to the proper department for assistance as needed. Provide sales techniques to customers to increase revenue and support the Prairies Region EBITDA. Ensure detailed records are kept of all conversations and transactions.<br /><br /><strong>Please note that this role will require working weekend and on call shifts.</strong></p> </div>
Responsibilities: <ul> <li>Creates new and manages existing customer accounts by recording and maintaining account information</li> <li>Increase revenue through inside sales. Participate in all Prairies Region inside sales contests.</li> <li>Answers a high volume of customer calls to achieve a Call Service Level of 93%.</li> <li>Obtain and evaluate all relevant information to handle and process inquiries, orders and complaints promptly</li> <li>and professionally</li> <li>Perform customer verifications</li> <li>Process credit card pre-authorizations and sales accurately through on line Chase</li> <li>Direct requests and unresolved issues to the designated resource</li> <li>Keep records of customer interactions and transactions through account comments</li> <li>Manage administration associated with customer accounts.</li> <li>Communicate and coordinate with internal departments</li> <li>All other duties as assigned</li> </ul>
Requirements: <p><strong>Qualifications and Skills:</strong></p> <ul> <li>Knowledge of customer service principles and practices</li> <li>Previous experience in a customer call center would be considered an asset</li> <li>Proficient in relevant computer applications</li> <li>Numeric, oral and written language applications</li> <li>Good data entry / keyboard skills</li> <li>Knowledge of administration and clerical processes.</li> <li>Interpersonal skills (internal/external)</li> <li>Communication and listening skills</li> <li>Attention to detail and accuracy</li> <li>Customer Service orientation</li> <li>Problem solving skills</li> <li>Multi-tasking/prioritizing skills</li> <li>Self-starter, with the ability to be flexible</li> <li>Stress tolerance</li> </ul> <p><strong>We Offer:</strong></p> <ul> <li>Our Performance-based Annual Incentive Plan, an annual bonus awarding your performance.</li> <li>A share in our success through the Employee Share Purchase Plan and 100% company matching.</li> <li>A flexible group benefit plan that offers health and dental coverage choices to meet the needs of each unique employee. Inclusive of life and disability insurances, Health Care and Lifestyle Spending options, and a supportive Employee and Family Assistance Program.</li> <li>Participation in Parkland Pledge, an employee-driven charitable giving program.</li> <li>An employee referral program &ndash; earn up to $2000 for your referral.</li> <li>In-house learning and development opportunities, leadership training, international opportunities.</li> <li>Discount Programs and Educational Scholarship Programs for family members.</li> <li>Save on gas at our participating gas stations across Canada (Chevron, Fas Gas, Ultramar, and Pioneer).</li> <li>A safety focused work environment and ongoing safety training.</li> </ul> <div> <div> <p><strong>Please note:</strong></p> <ul> <li>Candidates must be legally able to work in Canada at this time. Parkland regrets that it is unable to sponsor employment Visas.</li> <li><strong>Parkland Corporation is committed to the principles of Employment Equity.</strong>&nbsp;We strive to provide accessibility in employment to ensure equal access to employment opportunities for candidates, including persons with disabilities. Parkland Fuel Corporation will endeavour to provide accommodation to persons with disabilities in the recruitment process upon request. If you are selected for an interview and you require accommodation due to a disability, please notify us upon scheduling your interview.</li> <li>Please note that final candidates for this position will be required to undergo a confidential pre-employment background check which may include but not be limited to educational, criminal, credit, drug and alcohol and/or Fitness for Duty testing.</li> </ul> <p><strong>Commercial Brand: Bluewave Energy.&nbsp;</strong></p> </div> </div>