Customer Experience Representative

About Avenir Energy Ltd.

Avenir Energy Ltd. is one of Canada’s largest and fastest-growing propane distribution companies. We are a fast-paced, customer-focused, field-based business with operations across the country and a commitment to excellence. With over 400 dedicated team members, we are driven to become the propane distributor of choice in North America.

At Avenir Energy, we offer a dynamic, respectful, and collaborative work environment where every team member plays a key role in our success. As a full-time member of our team, you’ll enjoy:

• Comprehensive Benefits: Full coverage for health, dental, and life insurance
• Retirement Planning: RRSP and TFSA options with employer-matching contributions to help you plan for your financial future.
• Work-Life Balance: Vacation, floater days, and flexible time-off programs to ensure you have time to recharge.
• Incentive Programs: Quarterly performance-based rewards for both individual and company achievements.

Job Summary: Customer Experience Representative

At Avenir Energy, the Customer Experience Representative (CXR) is a vital part of our mission to deliver best-in-class service to our customers. As the first point of contact, you’ll represent the company's values and play a key role in building lasting relationships. Whether through phone, email, social media, or chat, you’ll handle a variety of inquiries with professionalism, empathy, and efficiency.

In this role, you will be responsible for managing customer accounts, ensuring that all information is accurate and up-to-date, and supporting customers throughout their interactions with our products and services. Your ability to provide timely, effective solutions will be key to maintaining high levels of customer satisfaction and helping Avenir Energy grow its footprint. Alongside solving problems, you’ll also identify opportunities for revenue growth through inside sales initiatives.

This is more than just a customer service position—it’s an opportunity to be part of a dynamic team in a fast-paced, rapidly expanding company. You’ll have the chance to hone your skills in customer interaction, problem-solving, and sales while contributing to Avenir’s ongoing success.

Key Responsibilities:

• Open and manage customer accounts by recording and maintaining accurate account information.
• Respond to a high volume of customer inquiries across multiple channels, meeting an 85% Service Level.
• Obtain and evaluate relevant information to handle customer inquiries, orders, and complaints with speed and professionalism.
• Direct or escalate requests and unresolved issues to the appropriate resource for prompt resolution.
• Identify opportunities to increase revenue through inside sales initiatives.
• Perform customer and credit verifications, including using tools like Equifax, and handle credit card pre-authorizations.
• Maintain accurate records of customer interactions and transactions, ensuring transparency and accountability.
• Collaborate with internal departments to ensure smooth service delivery.
• Other duties as assigned to support branch and customer service operations.

Qualifications:

• Excellent interpersonal skills with a strong focus on delivering an exceptional customer experience.
• Strong communication and listening abilities to effectively manage customer interactions.
• Knowledge of customer service principles, practices, and relevant computer applications (Office 365, ERP, CRM).
• Solid data entry and administrative skills with attention to detail and accuracy.
• Proven ability to multi-task, prioritize, and handle stress in a fast-paced environment.
• Problem-solving capabilities and the initiative to be a self-starter.
• Flexibility to adapt to changing priorities and customer needs.

Knowledge & Skills:

• Strong customer service acumen with a results-driven mindset.
• Proficiency in managing customer accounts, sales processes, and clerical duties.
• Understanding of credit and financial processes.
• Proficiency in modern communication tools and software systems.
• Ability to work both independently and as part of a collaborative 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.

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