Customer Experience & Branch Representative

Avenir Energy Ltd. is the second largest and fastest-growing propane distribution company in Canada. We are a fast-moving, customer-facing, field-based business operating coast to coast, with a focus on excellence. We strive to be the undisputed propane leader in North America, and our 400+ team members are driving us consistently closer to that goal.

Job Summary: Customer Experience & Branch Representative

At Avenir Energy, the Customer Experience & Branch Representative (CXR) plays a pivotal role in delivering exceptional service and ensuring the smooth operation of our local branches. You will be the voice of our company, handling customer inquiries and resolving issues across multiple channels—whether it's a phone call, email, social media interaction, or chat. As the go-to person for our customers, you will manage existing accounts, support daily branch operations, and help ensure that customer needs are met efficiently and professionally.

Beyond just solving problems, you will play an active role in driving growth by identifying sales opportunities, assisting with order fulfillment, and supporting our field teams. Your role will also involve coordinating with internal departments to ensure smooth delivery of services and maintaining accurate and organized customer account records.

As part of a fast-growing and dynamic company, you’ll have the opportunity to learn, grow, and contribute to the success of both the branch and Avenir Energy at large. Your contributions will help us reach our ambitious goal of becoming the leading propane distributor in North America while ensuring our customers receive nothing but the best.

Responsibilities:

Customer Experience:

• Open and manage existing customer accounts by recording and maintaining account information.
• Respond to a high volume of customer calls, achieving a Service Level of 85%.
• Obtain and evaluate all relevant information to handle inquiries, orders, and complaints promptly and professionally.
• Direct or escalate requests and unresolved issues to the appropriate resource.
• Increase revenue through inside sales initiatives by cross-selling products and services.
• Perform customer and credit verifications using the Equifax credit tool.
• Process credit card pre-authorizations and sales accurately.
• Keep records of customer interactions and transactions through account comments.
• Communicate and coordinate with internal departments to ensure service excellence.
• Manage administration associated with customer accounts.
• Other duties as assigned.

Branch Representative:

• Support day-to-day operations at the branch, including inventory management, order processing, and dispatch coordination.
• Handle walk-in customer inquiries and provide information on products and services.
• Assist in managing stock levels, ordering supplies, and maintaining inventory records.
• Coordinate with delivery drivers and service teams to ensure timely and accurate service.
• Work closely with the Branch Manager to address any operational challenges and provide customer solutions.
• Handle cash transactions and manage petty cash as needed.

Qualifications:

• Excellent interpersonal skills (internal/external) with a relentless customer focus.
• Strong communication and active listening skills.
• Knowledge of customer service principles and practices.
• Proficiency in relevant computer applications (Office 365, ERP, CRM, etc.).
• Strong data entry and keyboard skills.
• Ability to handle numeric, oral, and written language applications efficiently.
• Knowledge of administrative and clerical processes.
• Keen attention to detail and accuracy in all tasks.
• Strong problem-solving skills and the ability to think critically under pressure.
• Ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Self-starter, flexible, and adaptable to changing priorities.
• High tolerance for stress, especially in high-pressure customer-facing situations.
• Ability to work both independently and as part of a team.

Avenir Energy is committed to accommodating applicants with disabilities throughout the hiring process. Please let us know if you require accommodation at any stage of the hiring process. By applying for a position with Avenir Energy, you understand that we use third party systems and recruiting agencies that may employ the use of Artificial Intelligence within their programs for finding, screening, assessing, and/or selecting candidates. You also understand that offers of employment are contingent upon the successful completion of appropriate background checks. The type of checks performed is determined by the role and Avenir Energy’s employment policies. You will be notified during the hiring process which checks you are required to complete. We thank you for your interest. Only candidates selected for an interview will be contacted.