REQUIREMENTS:

• Great interpersonal skills (internal/external), with relentless customer focus.
• Good communication and listening skills.
• Knowledge of customer service principles and practices.
• Proficient in relevant computer applications (Office 365, ERP, CRM, etc.).
• Numeric, oral and written language applications.
• Good data entry / keyboard skills.
• Knowledge of administration and clerical processes.
• Attention to detail and accuracy.
• Problem solving skills.
• Multi-tasking/prioritizing skills.
• Self-starter, with the ability to be flexible.
• Stress tolerance.
• Experience with training and onboarding at Parkland or previous (Training SME).
  Humble. Hungry. Smart. Does this sound like you?
  Do others describe you as being a down-to-earth achiever? Someone who thinks outside the box and always strives to do more than what is required. Someone who sees the bigger picture? You sound brilliant to work with!

• Open and manage existing customer accounts by recording and maintaining account information.
• Budget /maintenance/collections.
• Obtain and evaluate all relevant information to handle inquiries, orders, and complaints promptly and professionally.
• Direct or escalate requests and unresolved issues to the designated resource.
• Increase revenue through inside sales initiatives.
• Perform customer verifications.
• Perform credit verification using the Equifax credit tool.
• Process credit card pre-authorizations and sales accurately.
• Keep records of customer interactions and transactions through account comments.
• Manage administration associated with customer accounts.
• Communicate and coordinate with internal departments.
• Meet Regularly with your counterparts for consistency.
• Answer questions verbally and on team chat, see out trends from the team chat and create job aid for FAQ’s.
• QA monitoring, input and feedback given to CXR’s.
• Manage Rejected Call Management (deliveries based on payments).
• Manage Decline and NSF payments.
• Work independently along with also being, collaborative and solutions oriented.
• Detailed Oriented.
• Knowledge/Experience working with Budgets.
• Other duties as assigned.
• Training SME:
• Work with commercial training team leads to help prepare and refine CXR training and onboarding material.
• Responsible to facilitate and/or train for all CXRs in region.
• From time-to-time customize training to align with regional business needs.
• Retention SME:
• Work closely with CXM or CX Supervisor to define and execute inbound and outbound retention campaigns.
• Define customer lists & scripts for outbound campaign.
• Issue price, incentive, or refund adjustments as required.
• Proactively reach out to customers to discuss and resolve dissatisfactions with current service offer.
• Track and report retention campaign results (calls answered, customer comments, sales leads, etc.).