Customer Service Manager

**Highlights of the job**

We have an opportunity for a permanent Customer Service Manager, working out of either our Aylmer or Collingwood locations in Ontario. There is an opportunity to enroll in EPCORs ‘Where we Work Program’ which allows some flexibility between working from home and the office. Living within a reasonable driving distance to either of the two Ontario offices is necessary.

The Customer Service Manager is accountable for providing customer service to internal and external Customers, and support services to Meter Operations and Field Services. It also includes planning and implementing system enhancements, implementing process improvements, and achieving the required outcomes with time spans of up to 12 months. This role covers all of EPCORs Ontario distribution lines of businesses.

**What you’d be responsible for**

The Customer Service Manager is accountable to the Director, Ontario Operations and operates within the context and prescribed limits established by Director, Ontario Operations. Key accountabilities include, but are not limited to:

- Providing input to the Director of Ontario Operation’s plans and directions, ensuring an appropriate understanding of the Ontario Operations strategy throughout the Administration, Connections, Collections and Customer Service areas and ensuring on-going effective positioning and appropriate relationships between the Customer Service Manager and other Manager positions in Ontario Operations.
- Developing and implementing appropriate (3 - 12 month) deliverables within the context of the Ontario Operations business plan (including mission, vision, values, strategic positioning, operational plan and resource plan).
- Ensuring deliverables of direct report positions are aligned and integrated, appropriate (1 day - 3 months) and including performance what by when metrics.
- Identifying the necessary budget requirements for the provision of customer service aligned with Ontario Energy Board rules and the defined EPCOR conditions of service and developing strong procedures and processes to support compliance.
- Creating and managing a strong team of customer service representatives, in both union and non-union environments, including determination of optimal numbers, recruitment, retention, and development.
- Developing, implementing, and reviewing the department’s processes to ensure compliance to policies, standards, regulatory requirements and mitigation of risks. Recommending and implementing changes to policies and procedures as required. Ensuring continuous improvement of customer experience and employee engagement.
- Developing, implementing and reviewing Customer Service Manager processes to ensure compliance to policies, standards, regulatory requirements and ensuring mitigation of risks.
- Participating in or coordinating straightforward critical and/or cross-functional projects from beginning to end, particularly for technology changes and/or customer service enhancements. Providing expertise from a customer service perspective to Ontario’s customer service projects, strategy and plans.
- Handling and resolving escalated customer or stakeholder concerns. Providing proactive management of possible concerns by engaging with customers and stakeholders before the concerns arise where possible.
- Ensuring quality and performance of operational systems that support billing and operations processes.
- Ensuring all system reporting is complete and accurate on a monthly basis for submission to appropriate departments.

**What’s required to be successful**

You will have the following qualifications, experience and behaviours:
Education and Experience:

- Completion of degree from a recognized post-secondary educational institute in Business or a related field.
- 3 or more years of supervisory experience.
- 3 or more years of experience in a senior level customer service capacity.
- Knowledge of business planning and process improvements.

Technical Skills:

- Excellent customer service skills.
- Exceptional written and oral communication skills.
- Strong analytical and problem solving skills.
- Sound understanding of meter to cash business process.
- Thorough understanding of billing and workforce management technologies.
- That you take ownership: by demonstrating your understanding of the link between your own accountabilities and how they contribute to EPCOR’s performance.
- Ability to collaborate with others: you manage emotions and act with tact and diplomacy, even when you find that you are in challenging circumstances.
- Your focus on continuous improvement - actively seeking opportunities to increase your knowledge and skills and demonstrate your openness to receiving feedback.
- Before being asked, you take the initiative to solve problems and meet objectives.
- You respond/adapt to change with an open attitude and a willingness to learn new ways to accomplish work activities and objectives.
- You are trustworthy, fair and