Supervisor, Customer Experience

at  Parkland Corporation

At Parkland, our purpose is to Power Journeys & Energize Communities. We are a prominent independent supplier and marketer of fuel and petroleum products and a leading convenience store operator. As One Parkland team, we proudly serve diverse retail, commercial and wholesale customers across Canada, the United States, the Caribbean region, and South America. We power a growing family of locally known brands including Ultramar, Bluewave Energy, Pipeline, Chevron, Columbia Fuels, Island Petroleum, and Sparlings Propane.
We recognize that diversity gives us an edge and inclusion propels us forward. We’re also a passionate team of down-to-earth achievers, committed to getting our customers, colleagues and communities further, faster. As such, we welcome talented individuals that have a variety of perspectives, backgrounds, and industry experience who will contribute to the success of our One Parkland team.

POSITION SUMMARY:

The Customer Experience Supervisor is responsible for supervising a team of Customer Experience Representatives spread out across in multiple locations, to ensure every customer has a positive experience when interacting with a Parkland brand. They will be a mentor and provide on-going coaching, support and feedback to align with corporate objectives while maintaining strong employee engagement. This role requires someone who is an innovator that can help identify process improvements and implement best practices at every customer touchpoint.

QUALIFICATIONS AND SKILLS:

• Minimum 3-years’ experience in customer service
• 1-2 years Supervisory experience
• 2-3 years’ experience in a call center
• Excellent written and verbal communication
• Ability to lead and motivate others
• Excellent time management
• IT computer skills such as keyboarding 45+ wpm, Excel, Outlook, Teams
• Fluent in both English/French language an asset
• Social media customer service experience an asset
• Experience with ServiceNow, Interactive Intelligence, Infosys, Ring Central an asset
• Ability to travel

Supervisory duties:

• Provide daily coaching and support to the Customer Experience Representative, delegating tasks and monitoring performance
• Manage conflict resolution and customer escalation, back up customer inquiries as needed
• Help identify and implement best practices and process improvements
• Run reports and review KPI stats to ensure business objectives are being met
• Assist with ongoing training and employee development as required
• Provide social care on select social media platforms as required
• Manage Customer Experience Representative schedule adherence
• Call quality monitoring and feedback
• Queue monitoring and management
• Verification of account set up accuracy
• Coaching and progressive disciplinary as needed