Customer Onboarding Supervisor

**ROLE**

Reporting to the Onboarding and Billing Team Manager, the Onboarding Supervisor supports team productivity and individual development through group training, individual coaching and performance management. The Onboarding Supervisor supports the Billing and Onboarding Team Manager in executing on Onboarding team initiatives to ensure team objectives are met.

**RESPONSIBILITIES**

**Essential Duties and Responsibilities** include, but are not limited to the following:
**Support and Develop the Team**
- Develop and improve the competencies of Onboarding and Senior Onboarding Representatives through effective coaching, training and performance management.
- Lead daily team meetings, providing guidance on issues that arise, and logging items discussed.
- Support coordination and delegation of departmental duties.
- Provide ongoing coaching, training and development to all Onboarding and Senior Onboarding Representatives on carrying out departmental processes.
- Manage the onboarding of new team members, acting as lead trainer, setting probationary objectives, assessing competence and ensuring policies and procedures are followed and maintained.
- Complete the three-phase annual performance management program on time for all team members including objective setting, mid-year and year end reviews.

**Procedure, Monitoring and Reporting**
- Oversee the collection and processing of Customer Service Agreements for all new projects being onboarded.
- Supervise and run the billing process for new projects until billing reads are generated
- Check the database to ensure new buildings are set up properly prior to each building’s onboarding process.
- Address any developer inquiries for any billing and onboarding-related issues or concerns
- Ensure that the team uses sound processes to collect and maintain accurate information for new customer and new building set up.
- Support reporting functions related to Customer Onboarding.
- Direct resource for analyzing and resolving customer onboarding related issues and escalated complaints.
- Maintain task work flow for all Customer Onboarding functions in accordance with strong standards of internal control and maximum efficiency.
- Analyze and resolve external and internal issues to ensure compliance with consumer privacy legislation and corporate policies and procedures.

**Team Initiatives and Special Projects work**
- Assist the Leadership Team with and engage the team in the implementation of several new initiatives and overall process improvements.
- A liaison with other departments requiring clarification on issues related to customer onboarding.
- Any and all other duties as assigned to meet Company objectives

**CORE COMPETENCIES**:

- Adaptability
- Communication
- Initiative
- Dependability
- Organization Skills
- Team Work
- Problem Solving

**LEADERSHIP COMPETENCIES**
- Decision Making
- Planning Skills
- Conflict Management
- Interpersonal Skills and Emotional Intelligence

***REQUIREMENTS**
- Minimum education of a secondary school diploma
- Completion of post-secondary degree or diploma preferred
- A minimum of three (3) years’ work experience for a utility provider
- A minimum of three (3) years’ work experience in Customer Service
- Must be proficient in MS Office
- Ability to deliver exceptional customer service in a fast paced and changing environment
- Strong written & oral communication skills
- Self-motivated, well organized and the ability to learn quickly
- Excellent interpersonal skills with experience making a high volume of collection calls
- Energetic team player

**WORKING CONDITIONS**
- Normally an office environment, due to the Covid-19 pandemic, the office environment will temporarily be divided between both home-based and company-based offices, with the office set up to allow for distancing per Ontario Health guidelines.
- Ability to attend and participate in meetings, often remotely from home, using software (Microsoft Teams, Zoom, Skype, etc.).
- Manual dexterity required to use desktop computer and peripherals.
- Overtime as required.
- Cricket Energy Holdings Inc. and its subsidiaries have created policies and procedures to meet the required Accessibility Standards under the Accessibility for Ontarians with Disabilities Act. 2005._