Account Manager (Bilingual Spanish/English)

Just Energy Group Inc.; Canada; On-site; CAD 46,000 - 61,000; Full time

Job summary

Just Energy is seeking an Account Manager who serves as the first point of contact for customers, handling complaints and delivering solutions to ensure client satisfaction. The role emphasizes building relationships with clients and brokers to drive new and repeat business, while representing client needs within the organization.

You will manage communications, identify customer needs, and maintain records.

Qualifications

• Proven Account Management skills required to create, maintain and enhance customer relationships.
• Minimum 2 years of Customer Service Experience.
• Extremely detail oriented.
• Technical competence.
• Motivated, goal oriented, persistent and a skilled negotiator.
• High level of initiative and work well in a team environment.
• Excellent written and oral communication skills – Both English and Spanish.
• Handles stressful situations and deadline pressures well.
• Plans and carries out responsibilities with minimal direction.
• Consultative skills required to work with customers and brokers.

Responsibilities

• Manage large amounts of incoming phone calls and emails.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Meet personal/Account Management team KPIs.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies.
• Take the extra mile to engage customers.
• Responsible for all client/broker communications, conflict resolution, and compliance on client deliverables.
• Review all major deliverables to ensure quality standards and client expectations are met.
• Ensure that client issues are dealt with in an efficient manner, informing the Manager of any problems that may arise.
• Responsible for retention of customers.
• Communicate the client's goals and represent the client's interests to the team.
• Provide regular two-way communication between the client and team, to provide strong team representation and set proper client expectations.
• Understanding of company capabilities and service, and effectively communicate all offerings to the client.

Skills

Account Management

Customer Service

Communication (English & Spanish)

Negotiation

Team collaboration

Job description

Job Description

Description

The Account Manager serves as the first person most customers communicate with when they have a problem. They musthandle complaints, provide appropriate solutions for customers, and follow up to resolve any issues their customers experience and is responsible for client satisfaction. The AM is expected to consistently provide excellent customer service to accounts, as well as represent client needs and goals within the organization to ensure quality. In addition, the AM will/should build relationships with clients and brokers to encourage new and repeat business opportunities.

Responsibilities:

• Managelargeamounts of incoming phone calls/ emails.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Meet personal/Account Management teamKPI’s.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies.
• Take the extra mile to engage customers.
• Responsible for all client/broker communications, conflict resolution, and compliance on client deliverables.
• Review all major deliverables to ensure quality standards and client expectations are met.
• Ensure that client issues are dealt with in an efficient manner, informing the Manager of any problems that may arise.
• Responsible for retention of customers.
• Communicate the client's goals and represent the client's interests to the team.
• Provide regular two-way communication between the client and team, to provide strong team representation and set proper client expectations.
• Understanding of company capabilities and service, and effectively communicate all offerings to the client.

Requirements:

• Proven Account Management skills required in order to create, maintain and enhance customer relationships
• Minimum 2 years of Customer Service Experience
• Extremely detail oriented.
• Technical competence
• Motivated, goal oriented, persistent and a skilled negotiator
• High level of initiative and work well in a team environment
• Excellent written and oral communication skills – Both English and Spanish.
• Handles stressful situations and deadline pressures well
• Plans and carries out responsibilities with minimal direction
• Consultative skills required to work with customers and brokers

Compensation:

$45,510 - $61,440 CAD Annual *This range reflects base pay only. This role is also eligible for commissions. Please note the compensation is listed in compliance with Ontario law and is specific to CA. It does not apply to similar roles based in the United States.

Disclosures:

Just Energy is committed to fostering an inclusive and accessible work environment. We value diversity and do not discriminate on the bases of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, or any other grounds protected by the Ontario Human Rights Code.

This posting is for an existing vacancy. Just Energy does not use Artificial Intelligence to screen, assess, or select applicants for this position.