Careers

Job purpose

The Inside Sales Representative/Customer Experience Rep will act as a liaison, providing exceptional support and product/service information to our customers, answering questions, and resolving issues to ensure the efficient delivery of propane and related services. This role is also responsible for generating orders and collaboratively working with the dispatchers, the sales team and the credit team. This role reports to the Sales Manager.

Duties and responsibilities

• Provide accurate and reliable product, service or delivery information to customers.
• Pricing of customer call ins for residential and small commercial accounts, direct larger customer inquiries to local Territory Sales Rep.
• Build positive, supportive, collaborative relationships with customers, team members, vendors, and management.
• Effectively and efficiently respond to customer inquiries, resolve issues and manage customer expectations.
• Review customer account information during calls to ensure the data on file is current and accurate. Update the information as required and obtain any missing information as needed.
• Document all customer phone interactions to ensure that quality customer service is being provided.
• Escalate customer inquiries, concerns or issues as needed and facilitate the customer’s transition to another representative to ensure there is resolution of their issue and our customer service standards are achieved.
• Ensure that situations or issues that are outside our typical scope are escalated to the Fuel Manager or the Fuel Operations Manager.
• Ensure that any emergency or escalated situation has been delegated to the proper responders to ensure appropriate protocol has been followed and follow up for resolution.
• This role has an indirect impact on safety. Responsibilities include identifying and escalating possible safety issues or concerns to ensure immediate resolution.
• Perform other related duties as assigned.

Qualifications and Requirements

• Exceptional customer service skills with strong organizational skills.
• Excellent communication skills, both oral and written.
• High attention to detail required for entry of customer data, as well as comprehension of varied or complicated customer needs.
• Ability to analyze situations quickly and effectively and make sound decisions.
• Intermediate to advanced computer software skills.
• Highly organized, efficient, and able to perform a variety of tasks simultaneously.
• Time management skills, and a high sense of urgency.
• Ability to apply common sense understanding to carry out instructions.
• Post-Secondary degree or diploma in a business program and/or combined industry experience is desirable.
• Minimum of 5 years related or equivalent job experience with a proven track record.
• One (1) year of customer service experience, preferably in a fast-paced call centre environment
• Industry knowledge is an asset.
• Valid Driver’s License and clean driving record.

Hours and Physical Location

• Hours vary based on seasonal requirements.
• Flexible shifts could range between 8:00 am and 11:00 pm and on weekends.
• Additional overtime may be required for month-end tasks or special projects.
• Will be working out of the Thunder Bay office.

Direct reports

None

Salary

• $45,000.00-$55,000.00 per year
• 5% RRSP Matching
• Benefits