Temporary Customer Service Advisor

At Suncor, we produce and provide energy.

When you join Suncor, you become part of a company that has built a solid foundation for both business and employee success. We are a place where talented people thrive. As part of our team, you play a vital role in delivering energy we all rely on, and you'll make a meaningful impact in the communities where we live and work.

Are you passionate about providing best in class Customer Service and representing Petro-Canada? Then this is the role for you! This role provides professional Customer Service and guidance for Petro-Canada’s Retail and Wholesale network, with more than 1,800 locations across Canada, as well as our overseas call centre partners.

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.