Commercial Retention Representative

Superior Plus Propane; City of Rochester (NY); Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

Commission plan

Bonus programs

Job summary

Superior Plus Propane is seeking a Commercial Retention Representative in the Eastern US region to maintain and grow profitable commercial accounts. You will serve as the primary point of contact, resolving issues and collaborating with Field Operations and Marketing to ensure a seamless customer experience.

The role requires 2–5 years of B2B sales and retention experience, with a Bachelor’s degree or equivalent training.

Qualifications

• Bachelor’s degree or equivalent training.
• 2–5 years of professional experience.
• Propane industry knowledge is an asset.
• Proven sales or B2B experience.
• Experience with negotiations, retention, and customer service.

Responsibilities

• Maintain primary contact with assigned Commercial accounts.
• Support retention through effective account management and issue resolution.
• Assist in onboarding new customers from Outside Sales into the portfolio.
• Log all customer interactions in CRM tools for visibility.
• Support contract renewals and profitability while retaining customers.
• Address Net Promoter Score submissions and resolve issues.
• Coordinate outbound content with Marketing to align with communications.

Skills

Sales experience

B2B sales

Negotiation

Retention strategies

Propane knowledge

Education

Bachelor's degree

Tools

CRM software

Job description

Reporting to the Manager, Commercial Retention, the Commercial Retention Representative (CRR) is responsible for supporting their assigned geography’s most profitable Commercial accounts and will maintain a positive relationship with their customer base. The core function of the CRR is to support customer retention through effective account management, operational issue resolution, and collaboration with cross‑functional teams. Acting as the primary point of contact for their assigned customer base, this role plays a critical part in strengthening customer loyalty, supporting profitable growth, and ensuring seamless customer experience.

What you’ll do:

• A team player, the CRR will also provide general support to their assigned geography in regards to Commercial Customer issues, collaborating consistently and frequently with the Field Operations Team in order to retain customer business.
• Supports the seamless transition of new customers sold by Superior’s Outside Sales Team into the existing business portfolio.
• Required to contact their assigned customer list on a consistent basis, the CRL will log all information from each contact in multiple CRM tools for company visibility.
• Responsible for Commercial contract renewal and creation in their assigned geography, the CRR will look to enhance or maintain customer profitability while ensuring customer retention.
• The CRR will, on a daily basis, support and respond to any Net Promotor Score submissions from Commercial customers, while rectifying any potential issues from occurring in the future.
• Along with support from the Marketing Team, the CRR will supplement outbound content initiatives with communication to customers that align with the message from mailers, emails, bill inserts, and more.

• The CRR will be available for inbound customer support during non-working hours in an effort to align with our Commercial customer’s needs.
• The CRR will also support outbound resolution for leading indicators of customer attrition - out of gases, volume declines, and more

What you bring:

• Bachelor's Degree or Equivalent Applied Training
• 2-5 years of professional experience
• Propane industry knowledge is an asset
• Proven sales or B2B experience
• Experience with negotiations, retention, and general customer service
• Legal Authorization to work in the US is required. We will not sponsor individuals for employment visas now or in the future for this job opening.

Work Location: Candidates must be located within the Eastern Region of the US.

The expected annual base salary range for this role is $55,000-65,000 a year. This position is also eligible for a commission plan with a bridge build-up period. This position may be eligible for other annual bonus payout programs.

Please note the compensation information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, geographical location, as well as market and business considerations.

Here at Superior Plus Propane, we are an equal opportunity employer committed to the inclusion and accommodation of all individuals, we welcome all qualified candidates to apply. 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.