Customer Operations Manager

2 months 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 embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization. Join us with an open mind on the future of work

This exciting leadership opportunity partners a dynamic and high intensity customer driven business unit with the ability to contribute directly to key performance metrics. Planning Operations Managers are empowered to create new and exciting ways of delivering customer service and organizational success and encouraged to collaborate across the company to produce outstanding results

Customer Operations Manager

**Hours of Work**: Thurs, Fri 2-10, Saturday and Sunday 7-3PM
This position is a key leadership role within the Planning Operations Department.
Planning Operations leaders will create an environment orientated to trust, open communication, creative thinking & cohesive team effort. They will lead, motivate, develop and partner with a team of unionized employee’s with the goal in achieving and maintaining high employee engagement and business performance, and outstanding customer service.
This role demands proven people and business leadership skills. Abilities that are required for budget management, outstanding communication skills, strategic decision making, proven experience successfully partnering with others and people leadership ability.
Accountabilities;
- Support, Coach and as required Performance Manage direct reports including development of Employee’s Scorecards, facilitating 1-1’s, completing Annual Performance Reviews and the management of key business objectives at an individual level
- Working closely with all lines of business to develop and implement process enhancements that drive customer satisfaction and manage business efficiency
- Supports all Planning and Material Centre Clerks in achieving key performance targets and superior customer service
- Ensure that all customer queue’s and service levels are managed within specified timeframes.
- Proven ability to manage manpower/workload in peak and emergency situations
- Participates in and assists with 3rd party vendor discussions and meetings
- Ability to communicate at all levels within the organization, including written documentation, presentations and verbally in a professional, knowledgeable manner
- Support the Planning Operations Team and actively participate as required in leadership of all Planning Operations functions

**Qualifications**:

- Previous leadership experience is a must, Operational Leadership is an asset
- Understanding of Enercare installation processes, sales to finalization and product knowledge
- Excellent customer service, problem solving, interpersonal and communications skills
- Detailed working knowledge of customer service operations including tools and systems
- Ability to excel in a demanding; fast paced; ambiguous work environment while driving towards goals and targets.
- Strong conflict resolution skills
- Demonstrated ability to make quick decisions without detailed information
- Strong knowledge of HVAC industry
- HVAC product knowledge required
- Intermediate level excel skills and a strong acumen for analyzing data, vetting benefits and impacts from a business, customer and people perspective
- Experience with Visio, project management principals and business analyst background an asset

This Role Reports into the Director, Customer Operations

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility n

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