Customer Service Supervisor

at  Provident Energy Management Inc

Provident Energy Management Inc. is a leading Energy Services Company (ESCO) in the Greater Toronto Area that specializes in the multi-residential market, with an emphasis on high rise condominiums. Since 1985, we have supported our clients’ energy savings and sustainability objectives through our provision of state-of-the-art building automation and sub-metering services.
Provident’s 100+ person team includes engineers, certified energy managers, and building systems engineering technologists among other disciplines. We are focused on providing our team with professional development and growth opportunities along with challenging work and a supportive environment.
We are proud of our diversity and positive work culture where team members support each other. We have regular company and team-building events. We offer a competitive compensation and benefits package including a Health Spending Account, Group RRSP and Flex Days.

REQUIREMENTS

• Minimum completions of a secondary school diploma or equivalent
• Completion of post-secondary degree or diploma preferred
• A minimum of three (3) years’ work experience for a utility provider
• A minimum of three (3) years’ work experience in Customer Service
• Minimum 3 years in a supervisory capacity
• Must be proficient in MS Office
• Ability to deliver exceptional customer service in a fast paced and changing environment
• Strong written & oral communication skills
• Self-motivated, well organized and the ability to learn quickly
• Excellent interpersonal skills while resolving customer escalations/issues
• Energetic team player

ROLE

Reporting to the Director, Customer Care, the Customer Service Supervisor leads a team of Customer Service Representatives to achieve their individual objectives through coaching, performance management and metrics measurement. In addition, the Customer Service Supervisor oversees the team’s performance as it relates to customer inquiries, bill complaints, email correspondence and all other areas of customer service. The Customer Service Supervisor ensures service standards and KPI’s are met and supports the Director, Customer Care, with miscellaneous projects and reports.

RESPONSIBILITIES

Essential Duties and Responsibilities include, but are not limited to the following:

• Supervise and develop Customer Service Representatives through effective counsel, coaching, training and performance management as per HR Guidelines
• Coordinate and delegate departmental duties
• Provide support to the group in all facets of the departmental processes
• Reporting functions related to Customer Service
• Maintain task workflow for all Customer Service functions in accordance with good standards or internal control and maximum efficiency
• Oversee the analysis and resolution of customer service-related issues and escalated complaints
• Act as a liaison with other departments requiring clarification on issues related to customer service including billing, payment processing and new services
• Analyze new and existing processes and procedures and assist with the development, design and testing of system improvements
• Assist with business process development, enhancement, implementation and documentation as driven by process improvement
• Analyze and resolve external and internal issues to ensure compliance with consumer privacy legislation and corporate policies and procedures
• Any and all other duties as assigned to meet Company objectives