Supervisor, Customer Service
2 weeks ago
**SUPERVISOR, CUSTOMER SERVICE**
Reporting to the Regional Manager, the main responsibilities of this position include:
- Provide effective and productive supervision and leadership to the Customer Service.
- Oversee, co-ordinate and provide guidance to Customer Service team members in day-to-day work
- Collaborate with internal departments to implement strategies to enhance overall customer experience and
- Develop and implement customer service process improvements, ensuring that customer inquiries are handled promptly and
- Oversee the billing process/function.
- Investigate and resolve escalated customer concerns in a professional and timely manner to achieve customer
- Create customer communications through various channels such as company website, social media, newsletters, bill inserts
- Provide training and coaching to foster employee development and maintain a skilled
- Ensure high standards of health, safety and environmental compliance are
- Develop and maintain positive working relationships with all internal departments, employees, customers, contractors, various legislative bodies, municipal agencies, governments, and other organizations.
- Prepare and provide input into annual budget process and effectively control operating
- Collaborate with other FortisOntario team members on corporate driven
- Provide coverage and support for other FortisOntario Customer Service Department business units as
- Minimum of five (5) years’ customer service experience with supervisory leadership experience considered an asset.
- Exceptional customer service skills, with a customer-centric mindset and the ability to manage customer expectations and
- Bilingual in French and English; work experience in speaking both languages fluently.
- Previous experience working in a utility environment would be considered an
- Understanding of Ontario Energy Board and Ontario’s electricity market
- Exceptional communication, interpersonal and collaborative skills
- Effective problem solving and decision-making with the ability to handle escalated customer concerns and provide timely
- Excellent organizational and time management skills, with the ability to prioritize tasks and meet timelines in a fast-paced environment; flexibility and adaptability to changing needs and
- Ability to work well under pressure and handle stressful situations
- Attention to detail and ability to complete work with high degree of
- Establish and maintain effective working relationships with co-workers, customers, and industry
- Demonstrated experience with financial reporting and
- Must possess and maintain in good standing a valid Ontario “G” driver’s license with a clean driving abstract as travel to other FortisOntario business units may be required.
**What we have to offer**:
- Share Purchase Plan with company paid 10% top-up.
- Comprehensive pension plan, benefits package, and paid time off.
- Health and wellness reimbursement policy.
- Opportunities for education reimbursement, professional development, and growth within the company.
**Cornwall Electric**is committed to accommodating applicants with disabilities and will provide accommodation when requested.
**Cornwall Electric is an inclusive employer and committed to Accessibility.
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