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Administrative Assistant - Call Centres

June 14 2017
Industries Public services (gas, water, electric)
Categories Administrative assistant
Sainte-Catherine, QC

As a member of the Regional Team, the Administrative assistant refers to the NOC supervisor and is responsible for utilizing standard procedures to achieve first call resolution when responding to customer inquiries and concerns concerning delivery, service, billing questions and other administrative duties as assigned. This role will support and embed Superior Propane's vision, mission, values and goals by ensuring that all business and people practices, policies and processes are applied consistently in support of excellent customer service and ease of doing business.

KEY ACCOUNTABILITIES

  • 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. 
  • Strive to achieve a ''First Call Resolution'' when responding to customer inquiries and requests for information regarding their product.
  • Provide accurate and reliable service 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.
  • Act as the primary point of contact for the customer calls that are not resolved at the first contact. 
  • Ensure resolution of their question, issue of concern in a timely manner.
  • Ensure resolution of the customer's issue and that the customer service standards are achieved and exceeded.

QUALIFICATIONS

  • One 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.
  • Good communication skills, both oral and written. 
  • Strong organizational skills. 
  • Attention to details required to ensure accurate capture of customer data, as well as comprehension of complicated and varying customer needs.
  • Ability to multi task, using several computer systems at once.
  • Computer literate, specifically Microsoft Office's Outlook and Excel is required. 
  • Previous experience with ADD would be an asset.

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