Operations & Administration Support

Job title: Operations & Administration Support

Job description: Description and Requirements

Superior Propane is Canada’s leading and reliable propane provider. Customers have trusted the experts at Superior to fuel their homes and businesses since 1951. Customer Focus, Performance, Safety, and Winning with People are the four key values that are the foundation of everything that we do.

Reporting to the Service Supervisor, the Operations Administration & Support (OAS) is cross-functional role that is responsible for utilizing standard procedures to provide a “best in class” level of customer service to all customers. The ORA works collaboratively with the Delivery, Service and Customer Experience teams through accurate and timely processing of work orders, and supporting overflow inbound and outbound customer calls. The ORA will also update and maintain customer account information ensuring that account data is current and accurately reflects customer status or inquiries.

RESPONSIBILITIES:

• Ensure work orders are processed in an efficient and timely manner to meet daily, weekly and monthly timelines, and communicating discrepancies to the appropriate contact.
• During peak periods, support Delivery & Service Coordinators and the Customer Experience team by acting as the primary point of contact for customer calls that are not resolved at the first contact. Ensure resolution of their question, issue or concern in a timely manner.
• Validate and review customer account information during each call to ensure compliance with privacy information guidelines, and accuracy. Update system information as required and obtain any missing information as needed.
• Strive to achieve “First Call Resolution” when responding to customer inquiries and requests for information regarding their product or delivery. Ensure resolution of their question, issue or concern in a timely manner.
• Ensure that any emergency or escalation has been resolved and delegated properly and that the appropriate emergency protocol has been followed.
• Other project work as assigned.

QUALIFICATIONS:

• Minimum high school diploma, preferably with relevant post-secondary education
• Two (2) years previous customer service and administration experience, preferably in a telephone contact environment
• Work collaboratively as a positive contributing team member, as well as independently
• Exceptional Customer Service skills with strong organizational skills
• Detail oriented, with accurate data entry skills to capture customer data, read and understand work orders, as well as comprehension of complicated and varying customer needs
• Delivers on commitments and proven track record of effective follow-through
• Able to function effectively in a fast-paced environment
• Ability to multi-task, using several computer systems at once
• Proficient in Microsoft Office products, including Outlook and Excel

“Here at Superior Propane we are an equal opportunity employer 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.”

Company: Superior Propane

Expected salary:

Location: Cambridge, ON

Job date: Thu, 01 Sep 2022 02:06:39 GMT

Job Source: Careerjet.ca

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