Member & Client Services Team Lead

**Company Overview**:
Ontario One Call acts as the communications link between buried infrastructure owners (our members) and individuals who are planning to dig in the province of Ontario. In 2012, the Ontario Underground Infrastructure Notification System Act was passed, which stipulates that by law, anyone in the province of Ontario must contact Ontario One Call before they dig.
In addition to our contact centre, we are also responsible for public education, industry outreach, and compliance. Ontario One Call is a not-for-profit governed by a Board of Directors representative of the underground infrastructure and excavation industries.
**Core Values**:
At Ontario One Call, we are Reliable Experts who Care.
Reliable We are dependable and accessible
Experts We have the mindset to lead innovation
Caring We ensure the safety and well-being in our communities.
Do you have what it takes to join our team?
**Position Overview**:
The Team Lead will lead a group of energetic staff, in a supportive and enthusiastic environment; the individual will demonstrate empathy, flexibility, a willingness to learn, and the ability to develop long-lasting and positive working relationships. They will also provide the support needed for the team members to grow as individuals and as a team.
This position reports to the Member and Client Services Manager and is located at our head office at 104 Cooper Drive in Guelph, Ontario.
**Primary Responsibilities**:

- Leading the Member and Client Services Team, the Member and Client Services Team Lead will be the first point of contact for general questions and guidance.
- Performing regular reviews of the team members and completing HR related tasks as required.
- Reviewing daily audits, as required, ensuring issues and errors are identified and corrected.
- Act as the primary escalation for after-hours issues regarding Member and Client Services tasks.
- Assist in maintaining the Member and Client Services section of the team SharePoint.
- Be a mentor to the team members and help them build on the skills to progress within their roles and their career.
- Interacting with all assigned prospect organizations, defining their needs, and programming the Ontario One Call system using Pelican software.
- Ownership of the relationship with assigned Ontario One Call members, for all on-going matters.
- Continuous system testing and regular follow-up to ensure the member’s service remains successful.
- Problem resolution regarding mapping requirements and subscription changes, for prospective and registered member organizations, as required.
- Investigations into member notifications and request processing.
- Engaging with Ontario One Call’s vendors for GIS mapping requirements, and.Net system requirements used for daily operations.
- Engaging with other staff as necessary to ensure potential membership difficulties are resolved in an efficient and professional manner.
- Problem resolution regarding escalations from the contact centre including, but not limited to: web portal issues, request information requirements and contractor ID issues.
- Guide clients through the request submission process including making recommendations and finding efficiencies based on the framework of the proposed project.
- Gather, audit, record and analyze data to assist with stakeholder concerns, identify issues and offer resources and support to improve the stakeholder experience.
- Problem solve, test and research issues with web portal and internal mapping databases and submit requisitions to have amendments made.
- Collaborate with different teams found within Ontario One Call as necessary to ensure potential client difficulties are resolved in an efficient and professional manner.
- Daily duties will require the use of industry specific software, Geographical Information Systems, Microsoft Office Suite, meeting software, and internal databases to be completed.
- Providing regular communications and activity reporting to the respective Manager.
- Additional duties as may be required.

**Qualifications**:

- Ability to mentor and grow the skillset of the Member and Client Services team.
- Ability to lead a team and communicate individual’s progress or any issues to the Member and Client Services Manager.
- Active listener, able to problem solve and support clients.
- Well organized with the ability to accommodate rapid change.
- Demonstrates ability to manage projects.
- Energetic and enthusiastic, with a mature, professional attitude.
- Ability to work independently and harmoniously within a small, collaborative team.
- The ability to work under pressure to accommodate workflow variation and retain a sense of humor is vital.
- Able to travel within Ontario by vehicle and plane, on occasion.
- Fluency in written and spoken French is a strong asset
- Knowledge of Ontario One Call and the Ontario Underground Infrastructure Notification System Act, 2012

**Education/Experience**:

- 2 year’s successful expe