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Temporary Customer Service Advisor

Suncor
Calgary, CAN
Full-time
Mid
Onsite
Discovered 6 days ago

Full Job Posting

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 French is 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
  • Don’t have all the qualifications listed? That’s ok! Apply anyway. We acknowledge the value of transferrable skills.

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
  • Think we are a fit? Apply now!
  • 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.

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