Manager of Customer Care

1 week ago

Halifax, Canada Halifax Water Full time

We are currently hiring for one (1) regular full-time Manager of Customer Care in the Corporate Services Department.

As the Manager of Customer Care, you will be responsible for customer service delivery, including:

  • management of customer contact within a multi- channel environment; this includes 300-350 calls a day with 25 employees
  • analysis of customer feedback for continual improvement for Halifax Water as an organization
  • establishing corporate customer satisfaction strategy to include standards, goals and objectives
  • coordination of business processes in the area of customer service with a focus on service and process improvement
  • ongoing analysis of functional requirements and alignment of resources required to fulfill all contact Service Levels (telephony, email, complaint) for Customers.
  • expert level knowledge of Workforce Management and contact forecasting practices knowledge and methodology.
  • Customer Portal Management, complex telephony platform, CMMS and SAP
  • managing all Collection activity for Halifax Water
  • 3rd party Vendor Relationship Management and Contract negotiation to include Telus, Answer 365, Payments, new collection partner, DRO as well as internal Stakeholders
Qualifications

To do this job, you need:

  • ·Post-secondary education - a degree in Business Administration, Commerce, Accounting, or a related field.
  • ·Must have at least 7-10 years of experience in a Customer Care/Relationship Management/Call Centre (In and outbound) at a managerial level.

This job is a non-union role; you can find the job description and benefits to working at Halifax Water on the Halifax Water website Work for Halifax Water | Halifax Water

Halifax Water Is An Equal Opportunity Employer. This means:

- Our is to be a diverse workforce that is representative of the community we serve, at all job levels. Halifax Water believes a diverse workforce positively contributes to its success, and the success of our community.

- We encourage applications from qualified African Nova Scotians, LGBTQ+ community, racially visible persons, women in non-traditional positions, persons with disabilities and Indigenous persons. You are encourages applicants to self-identify in the cover letter.

How to apply:

Application Deadline is 12 noon on April 22, 2024

Thank you for applying for a job with us. We will contact you only if we choose you for an interview.

If offered the job:

- You may need to complete a practical test.

- You will need to successfully pass a background check.

- You may need to successfully pass other pre-employment testing, which could include a satisfactory drivers abstract and a satisfactory drug and alcohol test.

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