Account Manager, Customer Excellence

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.

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.

• 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.

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…