Customer Experience Representative
Parkland Fuel Corporation
Edmonton, AB
Parkland is an independent supplier and marketer of fuel and petroleum products and a leading convenience store operator. We power a growing family of locally known brands and our team members serve retail, commercial, and wholesale customers across Canada, the United States, the Caribbean region and the Americas. Our purpose as Parklanders is to energize people and businesses to get them where they want to go. We’re a passionate team of down-to-earth achievers, committed to getting our customers, colleagues and communities further, faster.

Position Title: Customer Experience Representative

Team and Location: Commercial - Edmonton, AB

Position Summary:
The Customer Experience Representative (CER) is responsible for answering a high volume of customer calls and to process orders for the Pacific Region including our Parkland Refinery group. The CER will ensure accurate and detailed records of the customer conversations and transactions. The role will work with Sales and Logistics to ensure customer satisfaction, high net promoter score and will work through advanced customer verification, customer complaints and escalate to the right department. The CER, through advanced sales techniques will increase business revenue and will support business EBITDA and make outbound calls to customers to maintain relationship.

The shift would be 10:30 am to 7:00 pm, Monday to Friday.

Reliable transportation is required.

Key Responsibilities:
As the first line of contact for customers, build relationships through conversation cultivation
Provide the customer with a standard greeting, telephone etiquette, soft skills
Process customer delivery, service, equipment, payments and billing requests accurately and on time
Provide troubleshooting techniques to obliviate customer concerns
Knowledge of products, services, promotions and loyalty programs
Own the call to completion with One-time resolution of 90% of the time
Have an advanced knowledge of systems such as Infosys, Idox, Service Now, Pure Connect
Upsell/ win customer commitments
Provide sales leads
Contribute to achieving team KPI goals
Set up new accounts for COD/Will Call, account modifications or cancellations
Credit adjudication
Review and release tickets in credit hold
Contact customers for upcoming propane tank expiry
Outbound customer follow-up including NPS alerts
Understand and follow all privacy act policies and regulations
Handle residential pricing inquiries
Process refund requests
Understand billing options and credit terms
Participate in training and development programs

Qualifications and Skills:
Previous Customer service experience either in retail, sales or call center environments
Knowledge of customer service principles and practices
Proficient in relevant computer applications
Numeric, oral and written language applications
Good data entry / keyboard skills
Knowledge of administration and clerical processes
Excellent Interpersonal skills (internal/external)
Excellent communication and listening skills
Attention to detail and accuracy
Must have excellent Customer Service orientation
Problem solving, multi-tasking/prioritizing skills
Must be a self-starter, with the ability to be flexible
Must be able to handle stressful situations if needed
Able to adapt quickly to change and be part of the solution
Able to handle a high volume of customer inquiries through multiple communication channels

We Offer:
Participation in Parkland Pledge, an employee-driven charitable giving program.
Our Performance-based Annual Incentive Plan, an annual bonus awarding your performance.
A share in our success through the Employee Share Purchase Plan and 100% company matching.
Flexible medical and dental packages, a Health Care Spending Account, along with a supportive Employee and Family Assistance Program.
In-house learning and development opportunities, leadership training, international opportunities.
An employee referral program – earn up to $2000 for your referral.
A focus on healthy living through wellness initiatives and an annual fitness reimbursement program.
Discount Programs and Educational Scholarship Programs for family members.
Candidates must be legally able to work in Canada at this time. Parkland regrets that it is unable to sponsor employment Visas or consider individuals on time-limited Visa status for this position.

We thank all candidates in advance for their interest, however only those being considered will be contacted.

Parkland Fuel Corporation is committed to the principles of Employment Equity.

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.