Bilingual Customer Experience Representative (English/French)

Superior Propane; Calgary; On-site; CAD 40,000 - 50,000; Full time

Job summary

A propane delivery company in Calgary is seeking a Bilingual Customer Experience Representative to provide exceptional customer support in both English and French. The role involves responding to customer inquiries, ensuring accurate account information, and collaborating with internal teams to facilitate timely propane delivery. Ideal candidates should possess strong communication skills and previous customer service experience. This full-time position involves flexible shifts and offers opportunities for career growth.

Qualifications

• One year previous customer service experience, preferably in a telephone contact environment.
• Work collaboratively as a positive contributing team member and independently.
• Flexible shift availability, able to work any shift between 6:00 a.m. to 9:00 p.m. ET and weekends.

Responsibilities

• Build positive, collaborative relationships with all points of contact.
• Ensure resolution of inquiries in a timely manner.
• Document all customer phone calls to ensure quality service.
• Validate customer account information for corporate compliance.

Skills

Bilingual (French/English)

Exceptional Customer Service skills

Strong organizational skills

Excellent communication skills

Attention to detail

Ability to multitask

Education

Post-secondary degree or diploma or equivalent experience

Tools

Microsoft Outlook

Microsoft Excel

ADDS or similar Billing/Ticketing system

Job description

Overview

Bilingual Customer Experience Representative (English/French)

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

Must be able to fluently speak French and English

What you'll do

• 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 Customer Experience Manager, the Delivery Manager or Service Manager.
• This role has an indirect impact on safety. Responsibilities include identifying and escalating possible safety issues or concerns to ensure immediate resolution.

What you bring

• Post-secondary degree or diploma or equivalent experience.
• Bilingual (French/English) is required.
• One (1) year previous customer service 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
• 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.
• Previous experience with ADDS or similar Billing/Ticketing system would be an asset.
• Flexible shift availability (available to work any shift between 6:00 a.m. to 9:00 p.m. ET) and weekends

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Oil and Gas