Supervisor, Customer Service

2 weeks ago

Sault Ste Marie, Canada ALGOMA POWER INC. Full time

Reporting to the Regional Manager, the main responsibilities of this position include:

- Provide effective and productive supervision and leadership to the Customer Service team.
- Oversee, co-ordinate and provide guidance to Customer Service team members in day-to-day work activities.
- Collaborate with internal departments to implement strategies to enhance overall customer experience and engagement.
- Develop and implement customer service process improvements, ensuring that customer inquires are handled promptly and effectively.
- Investigate and resolve escalated customer concerns in a professional and timely manner to achieve customer satisfaction.
- Create customer communications through various channels such as company website, social media, newsletters, bill inserts etc.
- Provide training and coaching to foster employee development and maintain a skilled workforce.
- Ensure high standards of health, safety and environmental compliance are maintained.
- 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 costs.
- Collaborate with other FortisOntario team members on corporate driven objectives.
- Provide coverage and support for other FortisOntario Customer Service Department business units as required.
- Minimum of ten (10) years’ customer service experience with at least three (3) years’ supervisory leadership
- Exceptional customer service skills, with a customer-centric mindset and the ability to manage customer expectations and concerns.
- 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 resolutions.
- 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 priorities.
- Ability to work well under pressure and handle stressful situations in a professional manner.
- Attention to detail and ability to complete work with high degree of accuracy.
- Establish and maintain effective working relationships with co-workers, customers and industry partners.
- Demonstrated experience with financial reporting and budgeting.
- 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.
- Previous experience working in a utility environment would be considered an asset.

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