Customer Relations Manager
3 weeks ago
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 embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization. Join us with an open mind on the future of work
Role: Customer Relations Manager
Status: Regular, Full Time
Department: Customer Operations, EHCS
Reports to: Manager, Operations
Location: Birchmount - Hybrid (Occasional weeknight and weekend shifts)
The role of Customer Relations Manager exists to handle escalated customer account inquiries; using their understanding of the customer environment, customer influences, decision makers and business challenges to both provide guidance around and enhance customer relationships. The Customer Relations Manager creates and retains customer loyalty by establishing rapport with the customer while planning and developing customer-focused programs, overseeing the resolution of customer concerns and facilitating the delivery of products and/or services to the customer. Ultimately, this role will serve to ensure that the needs of our customers are being satisfied while promoting this fundamental idea throughout the organization.
Responsibilities:
• Provide help and/or guidance to customers around organizational products/services.
• Communicate courteously with customers via telephone, letter, email and face-to-face at our head-office
• Investigating and solving customer issues; may be complex, or long-standing, issues that have been passed on by other business units.
• Handling and addressing customer complaints or major incidents that may compromise organizational perception.
• Issuing refunds or compensation to customers.
• Partner with internal NPS team, and complete associated administrative work, to drive continuous improvement pertaining to organizational NPS targets.
• Maintaining accurate records of discussions/correspondence with customers.
• “Root cause” data analysis to determine underlying causes of customer issues; creation and execution of plans to address same.
• Development and implementation of customer feedback mechanisms.
• Work with internal Call Centre partners, as well as 3rd party service providers, to complete escalated (Customer Care) customer requests/inquiries.
• Provides input into the development of process, procedures, policies and standards within the organization.
• Partner with other organizational business units to recommend and discuss possible improvements to customer service.
Qualifications:
• University degree and/or related professional work experience.
• At least two years of business relationship management experience.
• Previous experience in a customer service, billing or sales role.
• Experience interacting with, and resolving, media inquiries; written, telephone etc.
• High level of proficiency with the MS Office suite of products; Excel, Word, PowerPoint.
• Proven leadership, communication and customer service skills.
• Advanced knowledge of organizational practices, procedures, products and services.
• Ability to effectively interact with business partners in both group and one-on-one settings.
• Comfortable liaising with different levels of organizational management; up to, and including, Senior Leadership.
• Excellent command of written and spoken English.
• Customer focused, assertive personality.
• Demonstrated ability to influence others without direct authority.
• Ability to identify the best course(s) of action to ensure and support service delivery.
• Communicates information timely and effectively, providing clarity and direction.
• Acts as a change agent; involving self and team in developing and executing change for business success.
• Drives for results; mobilizes self and team to execute on deliverables.
• Role models desired behaviours, demonstrates personal resilience.
• Excellent communication skills; ability to communicate to both all levels of the organization and internal/external constituents.
• Manage relationships; interact with individuals across organizational business units.
• Strong understanding of the products and services that are available to our customers.
• Strong analytical thinking skills; in order to develop plans, strategies and tactics.
• Self-starter with a strong desire to take on increased levels of responsibility.
• High energy and a positive attitude; proactive and focuses on what we “can do.”
• Ability to work in a cohesive team environment.
Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.
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