Operations Administration & Support - (P-48)

Operations Administration & Support - (P-48)

10 Nov
Superior Propane

10 Nov

Superior Propane


Reporting to the Service Supervisor, the Operations Administration & Support (OAS) is cross-functional role that is responsible for utilizing standard procedures to provide a “best in class” level of customer service to all customers. The ORA works collaboratively with the Delivery, Service and Customer Experience teams through accurate and timely processing of work orders, and supporting overflow inbound and outbound customer calls. The ORA will also update and maintain customer account information ensuring that account data is current and accurately reflects customer status or inquiries.


Consistently apply and leverage developed procedures and processes to review,

verify and process work orders; accurately enter work order information to set up and/or process the rental, installation, relocation, change-out, pick-up, inspection, and service call contracts.

Ensure work orders are processed in an efficient and timely manner to meet daily, weekly and monthly timelines, and communicating discrepancies to the appropriate contact.

During peak periods, support Delivery & Service Coordinators and the Customer Experience team by acting as the primary point of contact for customer calls that are not resolved at the first contact. Ensure resolution of their question, issue or concern in a timely manner.

Validate and review customer account information during each call to ensure compliance with privacy information guidelines, and accuracy. Update system information as required and obtain any missing information as needed.

Confirm and verify delivery details and/or service appointments; or rescheduling appointments as required to meet external and internal requirements.

Strive to achieve “First Call Resolution” when responding to customer inquiries and requests for information regarding their product or delivery. Ensure resolution of their question, issue or concern in a timely manner.

Support the dispatch or after-hours delivery & emergency service orders as required.

Build positive, collaborative relationships with all points of contact including customers, team members, partners (contractors) and management.

Ensure that any emergency or escalation has been resolved and delegated properly and that the appropriate emergency protocol has been followed.

Document all customer inquiries to ensure that quality customer service is being provided.

As this role has an indirect impact on safety, identify possible customer safety issues and escalating for immediate resolution.

Other project work as assigned.


Minimum high school diploma, preferably with relevant post-secondary education

Two (2) years previous customer service and administration experience, preferably in a telephone contact environment

Work collaboratively as a positive contributing team member, as well as independently

Exceptional Customer Service skills with strong organizational skills

Excellent communication skills, both oral and written

Detail oriented, with accurate data entry skills to capture customer data, read and understand work orders, as well as comprehension of complicated and varying customer needs

Delivers on commitments and proven track record of effective follow-through

Able to function effectively in a fast paced environment

Ability to multi-task, using several computer systems at once

Proficient in Microsoft Office products, including Outlook and Excel

Bilingual (French/English) is an asset

This is a 12 month contract.

Here at Superior Propane we are an equal opportunity employer committed to the inclusion and accommodation of all individuals. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at [email protected] to let us know how we can enhance your experience.

The original job offer can be found in Kit Job:

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