Team Lead, Customer Advocacy

3 weeks ago

Calgary, Canada City of Calgary Full time
If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, joinThe City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance, promote physical and psychological safety, and offer competitive wages, pensions, and benefits. Together we make Calgary a great place to make a living, a great place to make a life.The City is committed to fostering a respectful, inclusive and equitable workplace which is representative of the community we serve. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti-racism and reconciliation. Applications are encouraged from members of groups that are historically disadvantaged and underrepresented. Accommodations are available during the hiring process, upon request.

As a Team lead, Customer Advocacy, you will be responsible for conducting meter and billing investigations for over 400,000 meters and customer accounts across The City and regionally to better manage meter assets to manage revenue and the customer billing experience. Primary duties include:

Lead a team for effective response to daily complex customer billing inquires escalated to the Water Utility related to three lines of service: water, wastewater and stormwater from The City's contracted billing and customer care provider, the Director's Office and/or Mayor or Councillors. Gather, track, analyze and report on customer inquiries, including voice of the customer data to provide insights to inform customer experience improvements. Coordinate across internal and external teams to conduct and document investigations into metering and billing history to resolve customer billing issues and share results of billing adjustment requests with customers. Utilize meter and billing data to drive operations and maintenance activities and liaise with field staff on work orders, including supporting field staff with troubleshooting customer inquiries. Coordinate with City teams and external vendors to provide clear directions and communication to maintain established service levels. Develop performance and training development plans for direct reports, ensuring staff understand how their work contributes to Water Services' objectives. Provide leadership, direction and coaching to develop and motivate a high performing team in a psychologically safe environment that aligns with corporate values. Qualifications  A degree in Communications, Business Administration, or a related field and at least 5 years of relevant utility (or similar organization) experience in customer experience and process improvement with increasing responsibility. Equivalent combinations of experience and education may be considered. Demonstrated ability to take initiative, think critically, strategize and plan for the future, create clarity in ambiguity, create and implement process efficiencies, and using good judgement in decision making. The successful candidate will possess strong communication, leadership, and organizational skills.

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