Fixed Term Customer Service Representative

Irving Oil•Saint John, NB

3d•Onsite

About The Position

As a Fixed Term Customer Service Representative, you will be the first point of contact for all customers with Irving Energy. Your goal will be to ensure all concerns of the customer will be served, including account maintenance, billing inquiries, ordering products, and general contact with the company. Your success will shine with your ability to provide excellence in customer service in relation to product delivery. This is a temporary opportunity offering an 8-month fixed-term contract. The contact center is operational 7 days a week with hours ranging from 7:00 am to 7:00 pm; therefore, your shift may vary with notice. Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that’s created when our people from different backgrounds, identities, cultures and experiences share their unique perspectives. Diversity is key to our success and inclusion is everyone’s responsibility. As a family-owned company deeply rooted in our communities, we work hard to make a difference in the places we serve. For more than 100 years, our commitment to doing good business has been grounded in our commitment to people – to our employees, to our customers, and to our communities. Our mission is focused on our continued evolution to meet the changing needs of our customers. We are devoted to being part of the solution, in providing the safe and reliable energy that our customers need, while taking concrete steps to evolve our business for the future.

Requirements

Strong communication skills with an ability to quickly build rapport and maintain relationships
Problem solving/decision making skills as well as an ability to multi-task
Computer literacy is required, good organizational skills, strong analytical skills, and good interpersonal skills
Ability to work well with others is required
Excellent customer service skills
1-3 years contact center experience
Diploma/High School Equivalent

Responsibilities

Provide guidance to customers requiring budget or financial support when purchasing our products and services
Provide point of contact for the customers of Irving Energy and excellence in service through verifying and updating customer account information, troubleshooting and/or solving basic account related problems, managing the needs of displeased callers, escalating issues as appropriate, providing accurate information on products and services and answer general inquiries, and offering value added services
Reduce company exposure by doing soft collections when customers call and forward to appropriate Customer Credit Representative as necessary
Provide customer service by taking information for orders of heating oil, and propane, and for product to be delivered on the next scheduled delivery day
Making service appointments as appropriate
Processing of customer payments via other payment options
Perform other duties as required to maintain and enhance departmental productivity
Outside of standard business hours be responsible for all afterhours activity