Supervisor, Customer Service

Algoma Power Inc. is an electric distribution company that serves approximately 12,000 customers in the district of Algoma with over more than 1,800 kilometers of distribution lines in an area that covers approximately 14,200 square kilometers. Algoma Power Inc. is a subsidiary of FortisOntario Inc. (“FortisOntario”) which is headquartered in Fort Erie and has operations in electricity transmission and distribution primarily located in Fort Erie, Port Colborne, Cornwall, Gananoque and the district of Algoma. FortisOntario is the only investor-owned electric distribution utility in Ontario and is a wholly owned subsidiary of Fortis Inc. (“Fortis”). Fortis is the largest investor-owned distribution utility in Canada. Algoma Power Inc. currently has an exciting and challenging opportunity working out of our Sault Ste. Marie location for the position of _**_Supervisor, Customer Service._**_ _Algoma Power Inc. is looking for a motivated, organized, detail oriented, customer centric individual with the ability to work in a fast-paced environment as part of a dynamic customer service team._

**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 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 professionally.
- 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.

We thank all respondents but we will only contact those selected for an interview.

**Algoma Power Inc.** is committed to accommodating applicants with disabilities and will provide accommodation when requested

**Algoma Power Inc. is an inclusive employer and committed to Accessibility