Account Manager, Customer Excellence

Job summary

The Account Manager is responsible for resolving, documenting, and escalating customer inquiries across various service channels. They act as the primary point of contact to ensure reliable and responsive service while coordinating with cross-functional departments.

Job details

COME GROW WITH US! McDougall Energy is a Canadian family-owned business that distributes quality petroleum products and services reliably and responsibly. We are dedicated to delivering customized solutions that meet customers’ needs, improve lives, and enrich communities. At McDougall Energy, we believe every team member has a role in fulfilling our purpose. That's why we give our people the trust, support, and opportunities they need to do their best work. We invite you to join us as we continue to connect customers with the energy solutions of today and tomorrow. We are proud to be recognized as a Platinum Club member of Canada's Best Managed Companies, having consecutively retained our designation since 2011. ABOUT THE OPPORTUNITY: McDougall Energy is looking for an energetic customer focused individual to join us in the role of Account Manager working out of our Sault Ste Marie, Head Office Location. Reporting to the Manager, Customer Excellence, the Account Manager is responsible for answering, triaging, resolving, documenting, and escalating customer inquiries consistently across residential, commercial, retail, reseller, and internal support scenarios. This is a customer-facing service / support role that resolves routine inquiries where approved playbooks, system access, training, and authority exist. Responsibilities Include: * Serve as a professional, responsive, and accurate first point of contact for high-volume inbound customer calls, voicemails, shared inbox inquiries, texts, and other approved digital channels during approved service hours. * Resolve routine customer inquiries at first contact where approved training, access, authority, and playbooks exist. * Reduce unnecessary transfers by listening carefully, identifying the reason for contact, documenting the issue, and routing only when the inquiry requires another functional owner. * Use Dialpad, CRM, and related tools to document customer interactions, identify call types, record outcomes, and support follow-up commitments. * Support the Manager, Customer Excellence by following approved scripts, escalation rules, documentation standards, and service expectations. * Support Customer Obsession commitments by helping make service easier, more reliable, and more responsive for customers. * Escalate inquiries to the correct functional owner when decisions, approvals, exceptions, account strategy, pricing discretion, retention risk, system access, or operational ownership sits outside Customer Excellence. * Coordinate professionally with cross functional departments when routing or resolving customer issues. * Working hours could be adjusted seasonally to accommodate demand. ABOUT YOU: The ideal candidate will have: * Minimum one (1) to three (3) of direct customer service, customer care, administrative support, contact center, or high-volume phone/email experience. * High school completion required. Post-secondary diploma or certificate in Business Administration, Office Administration, Communications, Customer Service, or a related field is preferred. * Strong customer service mindset with the ability to listen carefully, remain calm, de-escalate concerns, and communicate clearly with customers and internal partners. * Strong computer literacy, including Microsoft Office, CRM software, shared inboxes, and comfort learning ERP systems, and Contact center tools. * Ability to accurately document customer interactions, follow scripts and work Instructions, and manage multiple inquiries in a fast-paced environment. * Ability to understand and explain routine billing, payment, account, delivery, portal, and service information using approved guidance. * Comfort using Dialpad or equivalent contact center technology, including calls, voicemails, callbacks, notes, dispositions, and call recording/coaching workflows. * Sound judgment to know when to resolve, when to route, and when to escalate to the Manager, Customer Excellence or another functional owner. * Energy, fuel distribution, propane, retail fuel, residential service, commercial service, or multi-site customer service experience considered an asset. WHAT WE OFFER: We offer career growth and development through on-the-job training, professional courses, and peer learning in a friendly and inclusive work environment that allows you to thrive both personally and professionally. We offer a comprehensive total rewards package including: * Pay: Starting at $23.00/Hour * 3 Weeks Paid Vacation * Employer-matched Group RRSP * Employer-paid Health & Dental Benefits * Employee Assistance Program (EAP) * Healthcare & Lifestyle Spending Account * Life & Disability Insurance * Bonus Incentives through Employee and Customer Referral Programs * Employee & Customer Referral Programs * Employee Discount & Perks Programs Are you ready to power your career and make a difference at McDougall Energy? Get energized and apply online today at www.mcdougallenergy.com/careers [http://www.mcdougallenergy.com/careers]. McDougall Energy is committed to an inclusive, barrier-free recruitment and selection process and workplace. If you require any accommodation, please notify us and we will work with you to meet your needs. Confidentiality of all applicants assured. Only those selected for interviews will be contacted and we thank all other applicants for their interest. McDougall Energy does not use AI in the recruitment process.

What you’ll do

The Account Manager is responsible for resolving, documenting, and escalating customer inquiries across various service channels. They act as the primary point of contact to ensure reliable and responsive service while coordinating with cross-functional departments.

Requirements

Candidates must have one to three years of experience in customer service or administrative support. A high school diploma is required, with a preference for post-secondary education in business or a related field.

Benefits

• Paid vacation • Employer-matched group RRSP • Employer-paid health and dental benefits • Employee assistance program • Healthcare and lifestyle spending account • Life and disability insurance • Bonus incentives • Employee and customer referral programs • Employee discount and perks programs

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Administrative Support · Preferred
• Account Management · Preferred
• Documentation · Preferred
• Communication · Preferred
• Multi-Tasking · Preferred
• Microsoft Office · Preferred
• Data entry · Preferred
• Conflict Resolution · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Communication
• CRM software
• Microsoft Office
• Data entry
• Conflict resolution
• Problem solving
• Administrative support
• Contact center operations
• Billing support
• Account management
• Documentation
• Time management
• Multi-tasking
• Technical support
• Account Strategy
• Call Recording
• Administrative Support
• Workplace Inclusivity
• Office Administration
• Energetic
• Workflow Management
• Customer Relationship Management (CRM) Software
• Digital Channels
• Artificial Intelligence
• Billing
• Customer Relationship Management
• Business Administration
• Customer Service
• Software Documentation
• Computer Literacy
• Confidentiality
• Employee Assistance Programs
• Enterprise Resource Planning
• Coaching
• Network Routing
• Customer Inquiries

Job areas

• Customer Service & Support
• Energy
• Administrative
• Retail
• Sales Excellence Manager
• Customer Service Account Manager
• Commercial Sales Representatives
• First-Line Supervisors of Office and Administrative Support Workers