Operations Administration and Support

Superior Plus Propane Talent Acquisition • Calgary, AB

1d • CA$49,100 - CA$61,350 • Hybrid

About The Position

We are seeking a Change of Ownership Representative to join our Residential Retention team. Reporting directly to the Residential COO Retention Manager, the Change of Ownership Representative is responsible for delivering an exceptional customer experience while managing residential change-of-ownership transactions. This role plays a critical part in protecting customer retention and revenue by proactively engaging with home sellers and buyers, facilitating ownership transitions, and promoting Superior Propane services to new homeowners. The successful candidate will combine strong customer service, sales, and administrative skills to ensure accurate account management, regulatory compliance, and seamless customer onboarding.

Requirements

• College Diploma or equivalent combination of education, training, and experience.
• 1 to 3 years of experience in customer service, call centre operations, sales, retention, account management, or customer-facing administrative roles.
• Experience working with CRM platforms, preferably Salesforce.
• Strong customer service orientation with the ability to build relationships and deliver positive customer experiences.
• Demonstrated sales and negotiation skills with the ability to influence customer decisions and retain business.
• Excellent verbal and written communication skills, including the ability to explain processes clearly and professionally.
• Strong organizational skills and attention to detail with the ability to manage multiple priorities and systems simultaneously.
• Ability to handle sensitive customer and legal information with a high degree of accuracy and confidentiality.
• Working knowledge of customer retention techniques, sales processes, and structured operational workflows.
• Proficiency with Microsoft Office applications and other business software tools.
• Ability to work independently within established guidelines while recognizing when escalation is required.

Nice To Haves

• Post-secondary education in Business, Communications, Marketing, or a related field is considered an asset.

Responsibilities

• Handle inbound calls from customers selling their home and gather required information, including closing dates, lawyer details, and purchaser information.
• Conduct outbound outreach to home sellers and buyers identified through internal and third-party real estate data sources to maximize customer retention opportunities.
• Build rapport with customers, identify needs, and use effective sales and negotiation techniques to encourage buyers to continue propane service with Superior Propane.
• Manage inbound inquiries from purchasers of homes equipped with Superior Propane tanks and provide guidance on the ownership transition process.
• Complete all sales, retention, and customer account activities within Salesforce and other company systems, ensuring information is accurate and up to date.
• Create, update, and maintain records in applicable business systems, including customer account changes, ownership transfers, and service requests.
• Process account terminations, ownership transfer documentation, and required legal paperwork while maintaining compliance with company policies and regulatory requirements.
• Collaborate with Customer Service, Operations, Billing, Credit, and Field Service teams to ensure a seamless customer onboarding and transition experience.
• Monitor and act on retention opportunities using structured outreach campaigns and customer engagement strategies.
• Maintain high-quality customer interactions while meeting key performance indicators, including conversion rates, average handle time, quality assurance standards, and retention targets.
• Promote a positive customer experience through professional communication, active listening, problem-solving, and conflict resolution skills.
• Perform other related duties as assigned.

Benefits

• Competitive health benefits
• health & wellness spending accounts
• maternity leave top-up
• employee assistance program for confidential counseling, mental health support, and various resources
• Competitive Compensation
• flexible hybrid work options
• state-of-the-art tools and technologies
• comprehensive benefits and retirement plans with matching contributions

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree