After Hours Customer Experience Representative

Superior Plus Energy Services • Wayne, PA

71d

About The Position

Reporting directly to the Emergency Contact Team (After Hours) Supervisor, the After Hours Representative is responsible for utilizing standard procedures to achieve first call resolution when responding to customer inquiries and concerns regarding delivery of propane. The After Hours Representative will also be responsible for providing exceptional customer support, generating orders and collaboratively working with and relaying information to the Logistics Coordinators and Credit and Collections specialists to assist in the efficient delivery of propane and related services.

Requirements

• Post-secondary degree or diploma or equivalent experience.
• One (1) year previous customer service experience, preferably in a contact center environment.
• Work collaboratively as a positive contributing team member, as well as independently.
• Exceptional customer service skills with strong organizational skills.
• Excellent communication skills, both oral and written.
• Attention to detail required, ensuring accurate capture of customer data, as well as comprehension of complicated and varying customer needs.
• Ability to multitask, using several computer software systems at once.
• Computer literacy, specifically Microsoft Offices Outlook and Excel is required.

Nice To Haves

• Previous experience with Cargas, ADDS or similar Billing/Ticketing system is preferred.
• Flexible night shift availability and weekends.

Responsibilities

• Build positive, collaborative relationships with all points of contact including customers, team members and management.
• Consistently apply and leverage developed procedures and processes to effectively answer customer inquiries, resolve issues and manage customer expectations.
• Ensure resolution of their question, issue or concern in a timely manner.
• Provide accurate and reliable delivery information to customers.
• Review customer account information during each call to ensure accurate and current data. Update system information as required and obtain any missing information as needed.
• Validate customer account information to ensure corporate compliance with Privacy Information guidelines.
• Escalate customer questions, concerns or issues as needed and facilitate the customer's transition to a new internal contact to ensure resolution of their issue and ensure customer service standards are achieved and exceeded.
• Dispatch Delivery calls after hours.
• Ensure that any emergency or escalation has been resolved and delegated properly and that the appropriate emergency protocol has been followed.
• Document all customer phone calls to ensure that quality customer service is being provided.
• Situations that are outside standard guidelines are escalated to the North American Contact Centre Director, Logistics Manager or Service Logistics Manager.
• Identify and escalate possible safety issues or concerns to ensure immediate resolution.

Benefits

• Supportive and inclusive work environment.
• Highly competitive compensation and total rewards package.
• Flexible schedules to help manage personal and professional commitments.
• Access to state-of-the-art tools and technologies.
• Employee Assistance Programs providing comprehensive support.
• Opportunities for training and career growth.
• 24/7 safety mindset throughout the organization.

What This Job Offers

• Industry: Utilities
• Education Level: No Education Listed