Change of Ownership Representative

Superior Propane Inc.; Cambridge; On-site; CAD 58,000 - 73,000; Full time

Benefits offered by this job

Health benefits

Professional development

maternity leave top-up

Employee assistance program

Job summary

Superior Propane Inc. is seeking a Change of Ownership Representative to join the Residential Retention team.

You will manage ownership transitions, engage with home sellers and buyers, and promote Superior Propane services to new homeowners to protect retention and revenue. You will handle ownership transfer documentation, ensure regulatory compliance, and collaborate with multiple teams to deliver a seamless customer onboarding experience.

Qualifications

• College Diploma or equivalent combination of education, training, and experience.
• Post-secondary education in Business, Communications, Marketing, or a related field is asset.
• 1–3 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.
• Strong organizational skills and attention to detail with the ability to manage multiple priorities and systems.

Responsibilities

• Handle inbound calls from customers selling their home and gather required information.
• Conduct outbound outreach to home sellers and buyers identified through real estate data sources to maximize retention opportunities.
• Build rapport with customers, identify needs, and use effective sales techniques to encourage continued propane service.
• Manage inbound inquiries from purchasers of homes with Superior Propane tanks and provide onboarding guidance.
• Complete all sales, retention, and customer account activities within Salesforce and other systems, ensuring up-to-date information.
• Create, update, and maintain records in business systems, including ownership transfers and service requests.
• Process account terminations and ownership transfer documentation while complying with policies and regulations.
• Collaborate with Customer Service, Operations, Billing, Credit, and Field Service teams for a seamless onboarding experience.
• Monitor and act on retention opportunities using structured outreach campaigns.
• Maintain high-quality customer interactions while meeting KPIs including conversion rates and retention targets.
• Promote a positive customer experience through professional communication and problem solving.
• Perform other related duties as assigned.

Skills

Customer service

Sales

Negotiation

Communication

Organization

Education

College Diploma

Business/Communications background

Tools

Salesforce

Microsoft Office

Job description

What we will offer you:

• Culture: Join a supportive and inclusive work environment where teamwork, respect, and open communication are at the core of everything we do.
• Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
• Health & Wellness: Competitive health benefits right from the start including health & wellness spending accounts & maternity leave top-up. Access our employee assistance program for confidential counseling, mental health support, and various resources to help you navigate life’s challenges.
• Competitive Compensation: We offer a highly competitive salary package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
• Flexibility: We understand the importance of work-life balance, we offer flexible hybrid work options to help you manage your personal and professional commitments.
• Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
• Safety Focused: We care about you and have committed to a zero-harm workplace.

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.

What you'll do:

• 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.

What you bring:

• College Diploma or equivalent combination of education, training, and experience. Post-secondary education in Business, Communications, Marketing, or a related field is considered an asset.
• 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.

Salary: $58,300 - $72,850 annually (based on skills, experience, qualifications, and geography).

Eligible employees may earn performance-based incentives and have access to comprehensive benefits and retirement plans with matching contributions.

This posting is a replacement for an existing vacancy. We do not use AI tools in the selection process and do not request pay history.

Superior Propane is Canada’s leading and reliable propane provider. Customers have trusted the experts at Superior to fuel their homes and businesses since 1951. Customer Focus, Performance, Safety, and Winning with People are the four key values that are the foundation of everything that we do.

"Here at Superior Propane we are an equal opportunity employer committed to the inclusion and accommodation of all individuals. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at [e-mail] to let us know how we can enhance your experience."