Customer Service Supervisor

at  InnPower

ABOUT US

Located at 7251 Yonge Street in Innisfil, InnPower is one of the fastest growing electrical utilities in Ontario, servicing the Town of Innisfil and South Barrie. We serve our community as the local hydro utility – looking after the distribution (“wires”) business – with approximately 20,000 customers, and a service territory of 292 square kilometers.
We’ve created an inclusive culture where employees are encouraged to share new ideas and opinions, and have their voices heard!
Our Mission: To deliver the energy our communities depend on to grow and prosper, with a commitment to safety and reliability, and a passion for value-added services to our customers, employees, and shareholder.
Our Vision: To be one of Canada’s most innovative utilities, committed to boldly leading change, to create maximum value for our stakeholders.

QUALIFICATIONS

• Minimum of 5 years of experience in customer service, including in-depth experience in billing and payments; experience in a unionized utility environment an asset.
• College diploma or university degree in business administration or a related discipline or equivalent knowledge and experience.
• Strong ability to lead change and engage, develop, and motivate teams.
• Strong problem-solving skills with the ability to provide practical and or innovative solutions.
• Excellent written and verbal professional communications.
• Ability to plan, prioritize and execute multiple projects and initiatives within established timelines.
• Advanced knowledge of customer service practices and policies for both electric and water.
• Demonstrated experience in a lead role, or successful completion of a recognized leadership or supervisory course.
• Strong organizational, analytical and time management skills, with the ability to work independently and to take initiative.
• A dependable team player that loves working with customers and staff while maintaining a positive, patient, empathetic and professional attitude.
• Ability to effectively deal with customer inquiries and complaints in a professional manner, while complying with Company policies and procedures regarding payment of account.
• Thorough knowledge of regulatory and governmental requirements (OEB, IESO Rules and Regulations, Privacy Legislation and OHSA).
• Proficiency with NorthStar Customer Information System, mCare, Savage, Utilismart, MDMR, QMC, MeterConnx, etc. is considered an asset.
• Proficiency with MS Office Applications.
  InnPower values an inclusive environment. Accommodations for persons with disabilities will be provided, on request, to support candidate participation in all aspects of the recruitment process. To request accommodation, please contact Human Resources at people@innpower.ca.
  We thank all respondents for their interest, however only those who will be requested to attend an interview will be contacted. Any personal information submitted will be managed in accordance with the Municipal Freedom of Information and Protection of Privacy Act

• Provide leadership and guidance to the Customer Service Team.
• Responsible for maintaining internal Customer Service policies and procedures and ensuring staff follow these guidelines.
• Responsible for achieving quality and productivity targets.
• Ensures all bills are accurate and completed in a timely manner in line with industry regulations.
• Prepares, monitors, analyzes various daily, weekly, monthly reports.
• Provides leadership, coaching, development, performance management, technical guidance, and advice to Customer Service staff.
• Analyzes and resolves billing issues and addresses escalated concerns.
• Monitors, analyzes, and reports monthly telephone statistics to achieve or exceed established service quality indicator.
• Create and maintain database queries for data extraction and analysis from the CIS.
• Develops recommendations to improve operational efficiency and customer service, and implements changes as required.
• Plans, schedules, organizes, and reports on status of monthly billings and current projects.
• Liaises with third party agencies, contractors, regulatory agencies, customers, and internal departments, as required.
• Manage key customer service metrics (customer satisfaction, social media monitoring, first response time, customer ticket request volume, average ticket handling time, etc.).
• Responsible for achieving Service Quality Indicators (SQI’s) and productivity targets.
• Provides input into department goals and objectives.
• Leads and/or participates in department projects and key initiatives to ensure quality and timely completion within budgets.
• Stays well informed on related industry issues, especially government and regulatory policies and codes.
• Researches, recommends, and implements new or enhanced policies, procedures, and processes to improve operational quality.
• Communicates and collaborates with Manager on a regular basis.
• Plans staff scheduling and workforce resource utilization.
• Ensures compliance with legislative, regulatory, and Health & Safety policies, procedures, and standards.
• Be on call as required by the Corporation.
• Act as an ambassador for InnPower by always acting in a responsible and respectful manner, and promoting the corporation to customers, the public and external agencies.
• Performs other duties as assigned.