Customer Care Coach

As a Customer Care Coach, you will support the Irving Energy Contact Center by identifying ways to improve customer loyalty, retention and the customer experience, Your goal will be to support the customer experience by evaluating the performance of Customer Service Representatives through shadowing and monitoring of inbound customer calls and recording results. Your success will be determined by your ability to provide thorough training to our Customer Service Representatives and by making recommendations on process improvements.

What We Offer: 

• Work Environment – Work in our beautiful home office building with access to a fitness facility, onsite nurse, and a café 
• Hybrid Work Model – Allows for a blend of in-office and work-from-home days 
• Competitive Compensation – Including an annual bonus plan, pension plan, and parking allowance
• Flexible Benefits Plan – in effect from day one and offers three levels of coverage to select from to meet your unique, personal needs.
• Paid Vacation – Plus an annual option to purchase additional vacation, too
• Wellness Support – With an annual wellness allowance, paid personal care days and a 24/7 Employee & Family Assistance Program 
• Opportunity to give back to some amazing causes in our community – Choose when and where to make an impact with a paid volunteer day, company volunteer opportunities, and a donation matching program

Your Responsibilities: 

• Perform audit of CSR calls to ensure call quality goals are met and/or identify areas where improvement is necessary.
• Provide coaching, advice and guidance based on audit findings and delivering feedback to overcome common customer objections to increase customer loyalty and retention.
• Evaluate and record the quality and performance during each call and provide findings and recommendations to Team Leaders.
• Identify possible process improvements to remove roadblocks for representatives and customers.
• Prepare and distribute Bi-weekly and monthly call quality reporting with trending and recommendations to improve.
• Handle escalated customer calls as needed. 
• Partner with Learning & Development to build and facilitate all ad hoc CSR training.
• Increase CSR knowledge by strategically developing training based on the Coaching/Assist learnings – presenting learning plan Quarterly to the Team Leaders and Customer Care Manager.
• Facilitate all onboard with CSR training classes for the Customer Contact Center.
• Provide performance recommendations based on in-class room performance for new CSR’s.

Your Skills: 

• Technically inclined, with a strong working knowledge
• The ability to multitask in a fast-paced environment
• Strong relationship building, customer service and communication skills

Your Experience: 

• High school diploma required. University degree or College diploma preferred
• 3-5 years experience in a similar environment

Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that’s created when our people from different backgrounds, identities, cultures and experiences share their unique perspectives. Diversity is key to our success and inclusion is everyone’s responsibility.

In a world increasingly engaged in taking action on global issues of climate change, social justice and good corporate governance, our organization has an important role to play. We are committed to being part of the solution, in providing the safe and reliable energy that people need, while taking concrete steps to evolve our business for the future – for our people, our customers and our communities, today and tomorrow.

Please take a look at our Sustainability Report to learn more about our commitment to our communities, and our planet.

Job Requirements – Work Experience

Operations

Job Requirements – Education

Diploma/High School Equivalent

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