Customer Relations Specialist

3 weeks ago

Markham, Canada ENERCARE Full time

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be. With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces. We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers.

Come and join one of North America's largest home and commercial services and energy solutions companies We offer comprehensive benefits, a DC Pension Plan and savings match plan. If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.

Enercare has recently introduced a hybrid working environment pilot for most office-based roles, providing the benefits of in-person connection and collaboration with increased balance and flexibility. Under the current pilot that runs to the end of summer, applicable employees work in the office two days per week, and work from home three days. Join Enercare and take this journey with us that we’ll use to learn and shape the future hybrid model.

**Role**: Customer Relations Specialist

**Status**: Full Time Permanent

**Department**: Customer Operations, EHCS

**Reports to**: Manager, Executive Escalation Team

**Location**: Birchmount (Markham) Hybrid

**Hours**: Please note this posting is for a position with the following shift: Monday to Friday - 1pm to 9pm.

**Summary**:
As a Customer Relations Specialist, you will be primarily responsible for managing customer account inquiries and disputes; using your problem-solving skills and customer centric focus you will approach each case with the goal to turn every customer experience into a positive one that will enhance customer relationships. You will create and retain customer loyalty by establishing rapport with escalated customer's while liaising with different internal groups to assist in resolving the customer’s dispute in a timely and equally satisfactory manner.

**Responsibilities**:

- Resolve customer disputes that flow in through a variety of channels including Executives, Legal, Regulatory, Media, Internal business partners, Vendors and Customers
- Investigate and solve customer disputes that may be complex, or long-standing and already reviewed by other business units without coming to a final resolution
- Address all concerns or disputes a customer may have, working with business unit partners, legal team or leadership (including executive) team to resolve them
- Process all in scope transactions required to resolve a customer dispute, issuing customer refund, goodwill credit, buyout transactions, retrieval of contracts or other documents
- Maintain accurate records of discussions/correspondence with customers and actions taken to resolve dispute
- Work with internal Call Centre partners, as well as 3rd party service providers, to complete escalated (Customer Care) customer requests/inquiries.
- Provide input and recommendations into the development of process, procedures, policies and standards within the team and organization to improve customer experience
- Assist in the management of all Executive Escalation Team mailboxes
- Assist with Appliance queue inquiries and escalations, as required
- Assist with social media platform monitoring and responses, as required
- Participate in team Meetings and engage/influence peers positively
- All other duties/task assigned by manager

**Qualifications**:

- 3 + years of call center experience or similar customer facing role dealing with escalated customers
- Billing experience an asset
- Excellent written and verbal communication skills
- Comfortable liaising with different levels of organizational management; up to, and including, Senior Leadership
- A self-starter with strong attention to detail and a focus on meeting deadlines
- Ability to prioritize, critically analyze, solve, and where appropriate, escalate issues
- Strong decision-making and analytical skills
- Excellent time management and organizational skills
- Demonstrated ability to influence others without direct authority
- Communicates information timely and effectively, providing clarity and direction

Enercare’s recruitment process includes accommodation for applicants with disabilities. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

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