Temporary Customer Service Advisor

Oil Authority; Calgary; On-site; CAD 42,000 - 64,000; Full time

Benefits offered by this job

Strong compensation

Benefits: health, dental, vision

Generous paid vacation and personal/fN

Talent development programs

Job summary

Suncor is seeking a Customer Service professional to support Petro-Canada’s Retail and Wholesale network across Canada, with responsibilities spanning phone and email interactions. The role emphasizes resolving complex concerns, improving customer satisfaction, and guiding outsourced call centre partners.

The position is office-based at the Calgary head office, with a 40-hour work week from Monday to Friday. Fluency in French is an asset, and prior retail/customer-facing experience is valued.

Qualifications

• Post-Secondary education is required.
• Strong written and verbal communication skills.
• French language skills are an asset.
• Minimum of three years in a customer-facing role.
• Experience in a retail environment is preferred.
• Ability to multitask, prioritize, and apply a continuous improvement mindset.

Responsibilities

• Resolve guest and customer issues via phone and email with a positive, enthusiastic attitude.
• Handle complex concerns across Petro-Points, car wash, mobile app, SuperPass, EV chargers, etc.
• Lead case investigation meetings with call centre partners to provide guidance on best-in-class service.
• Provide insight and raise awareness to case trends and opportunities for improvement.
• Drive results by advising on service level improvements for outsourced agents.
• Consult with internal partners to deliver accurate responses to queries.
• Document interactions in tracking systems for timely logging of actions.
• Collaborate with teammates to improve customer experience and internal development.
• Support SOP and Field SOP updates as required.

Skills

Strong communication

Fluency in French

Customer-facing experience

Retail environment experience

Education

Post-secondary education

Job description

At Suncor, we produce and provide energy.

When you join Suncor, you become part of a company that has built a solid foundation for both business and employee success. We are a place where talented people thrive. As part of our team, you play a vital role in delivering energy we all rely on, and you'll make a meaningful impact in the communities where we live and work.

Are you passionate about providing best in class Customer Service and representing Petro-Canada? Then this is the role for you! This role provides professional Customer Service and guidance for Petro-Canada's Retail and Wholesale network, with more than 1,800 locations across Canada, as well as our overseas call centre partners.

What we offer:

We recognize your contribution and offer a range of rewards and development opportunities designed to support your success. Benefits/perks listed below may vary depending on the nature of your employment with Suncor and the region where you work.

• Strong compensation: we offer competitive compensation, regional-based uplifts, annual bonuses, and long-term financial rewards. We also help you save for your future by offering pension programs, and savings plans with company matching
• Benefits: utilize an employee assistance program and comprehensive company-paid health, dental, and vision benefits for you and your family to support your mental, physical, and financial well-being
• Generous time-off: enjoy generous paid vacation time and personal time-off to recharge and maintain a healthy work-life balance
• Talent development programs: Internal mobility, succession planning, and employee training and development programs are just a few ways we’re dedicated to your development

Minimum Requirements:

• Post-Secondary education

• Strong communication skills, both written and verbal

• Fluency in Frenchis an asset

• Three years of experience in a customer-facing role

• Experience in a retail environment

• Strong conflict resolution and problem-solving skills

• Proven capacity to multitask, prioritize competing priorities and employing a continuous improvement mindset

• Collaboration and independent working proficiency

Responsibilities:

• Uphold the Petro-Canada brand by professionally resolving issues for guests and customers via phone and email using strong comprehension skills and a positive, enthusiastic attitude

• Resolve complex concerns from a variety of areas including Petro-Points, car wash, mobile app, SuperPass, EV chargers, etc., ultimately improving customer satisfaction and loyalty

• Lead case investigation meetings with our call centre partners to provide guidance in best-in-class customer service issue resolution

• Provide insight and raise awareness to case trends and identify continuous improvement opportunities

• Drive results by providing strategic direction on areas for improvement in service levels provided by outsourced and geographically dispersed call centre agents

• Consult with internal business partners to find the best solutions and provide accurate responses to customer queries

• Document interactions from calls and emails in the appropriate tracking systems to ensure accurate and timely logging of responses and actions

• Collaborate, provide support, and share knowledge with team members to improve the customer experience and promote internal development

• Support the Learning, Training and Recruitment team as required, such as Site Operating Procedure (SOP) and Field Operating Procedure (FOP) updates

• Provide insight and feedback to internal product owners to ensure customer service tools are fit for purpose

• Ensure most up-to-date Petro-Canada customer facing initiatives are known and understood by all call centre agents

Location and other key details:

• This is an office-based role. You will work out of the Calgary head office, located in the Suncor Energy Centre at 150 - 6th Ave S.W.

• This is a temporary position

• Hours of work are a regular 40-hour work week, Monday to Friday

• Our business professional roles follow internal compensation guidelines, and the pay band will generally be based years of experience and scope of work

Suncor is committed to providing equal opportunities for employment and building an inclusive, results-oriented and high-performance culture where all members of our team feel safe, valued and respected.