Operations Specialist

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be. With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces. We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers.

Come and join one of North America's largest home and commercial services and energy solutions companies We offer comprehensive benefits, a DC Pension Plan and savings match plan. If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.

Enercare has recently introduced a hybrid working environment pilot for most office-based roles, providing the benefits of in-person connection and collaboration with increased balance and flexibility. Under the current pilot that runs to the end of summer, applicable employees work in the office two days per week, and work from home three days. Join Enercare and take this journey with us that we’ll use to learn and shape the future hybrid model.

**Role**: Operations Specialist

**Status**: Contract (12-Month)

**Reports to**: Manager of Back-Office Operations

**Division**: Enercare Home and Commercial Services

**Location**: Birchmount (Markham)

**Position Summary**:
**Accountabilities**:

- Resolve exceptions and escalations by identifying root cause, implementing solutions and fixing accounts
- Interact with customers, vendors, contractors to resolve escalations over multiple channels
- Liaison for key vendors, contractors to enforce service level agreements while establishing partnerships
- Conduct account research, resolution and support for Billing, Payment & Collections, which includes research in various systems and requests from various functions across the organization
- Prepare and track productivity through reporting tools
- Periodic letter mailing supporting various internal and external groups; Prepare, validate and execute any bill messaging or inserts required in regular or emergency situations
- Demonstrates a commitment to process improvement while providing recommendations and driving change
- Foster and develop the capability to be a ‘Super User’ for internal systems while cultivating a position as a Subject Matter Expert within various Enercare systems
- Maintaining documentation of internal processes to ensure processes are up to date
- Supporting other departments to achieve production service levels and any on-going project objectives
- Lead and participate in projects as assigned
- Any other duties required to maintain service levels
- Prepare payment reports as required

**Qualifications**:

- Self-starter with strong interpersonal and conflict resolution skills
- Excellent written and oral communications skills
- Ability to quickly form relationships and interact effectively in a complex environment
- Strong desire to understand operations and root causes of issues
- Strong ability to multi task and work under tight timelines
- Strong organizational and time-management skills
- Ability to understand financial impacts and back-end banking environments
- Ability to prioritize deliverables and work with various people in all levels, including customers, to achieve personal and team objectives
- Flexibility to adapt to changing and competing priorities
- Extensive experience with account and exceptions management
- Minimum three years of experience in a combination of operational environment, process improvement, billing, financial analysis or other roles that focus on root cause analysis, development and implementation of controls and procedures
- Ability and consistent exercise of understanding and appreciation of the “Big Picture” while executing change for projects and tasks in line with Enercare’s Strategic Initiatives and Objectives
- Superior working knowledge of Microsoft Office Applications such as Word, Visio, Excel and Access(or similar Office programs) is preferred

Enercare’s recruitment process includes accommodation for applicants with disabilities. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.