Escalation Manager at Sylvan Shores Health & Wellness

Vaughan, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

05 Oct, 26

Salary

90000.0

Posted On

07 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Escalation Management, Root Cause Analysis, Utility Billing, Stakeholder Management, Process Improvement, Sub-metering, Customer Service, Regulatory Compliance, Data Analysis, CRM Systems, SLA Management, Cross-functional Leadership

Industry

Description

Provident Energy Management Inc. is a leading Energy Services Company (ESCO) in the Greater Toronto Area and Canada specializing in the multi-residential market, with an emphasis on high rise condominiums. Since 1985, we've supported our clients’ energy savings and sustainability objectives through 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're highly focused on providing our team with professional development and growth opportunities along with challenging work and a supportive environment. Join us! ROLE The Escalation Manager is responsible for overseeing and resolving complex customer and client issues within the sub‑metering and utility billing environment. This role serves as the primary point of contact for high‑priority escalations related to billing accuracy, meter data, system performance, and customer satisfaction. The ideal candidate combines strong operational expertise in sub‑metering (electricity, water, gas), customer service excellence, and cross‑functional leadership to ensure timely, root‑cause resolution and continuous improvement. RESPONSIBILITIES Essential Duties and Responsibilities include, but are not limited to the following: Escalation Management * Act as the central point of ownership for all high‑severity escalations (OEB, BBB, clients, property managers, and end customers) * Manage the full escalation lifecycle: intake, prioritization, investigation, resolution, and closure * Ensure SLAs and response timelines are consistently met or exceeded * Provide clear, proactive communication to stakeholders throughout the escalation process Issue Investigation & Resolution * Lead root cause analysis across billing, meter data, system integrations, and field operations * Coordinate with internal teams (billing, meter operations, IT, customer care, and finance) to resolve issues * Validate billing accuracy and ensure regulatory and contractual compliance * Identify systemic issues and recommend corrective actions Client & Stakeholder Management * Serve as a senior escalation contact for key clients, property managers, and partners * Build trusted relationships through transparency, accountability, and responsive service * Present findings, reports, and resolution plans to clients and leadership * De‑escalate sensitive situations effectively Process Improvement * Identify recurring issues and implement process improvements to reduce escalation volume * Develop and maintain escalation playbooks, SOPs, and documentation * Partner with product and technology teams to improve systems and data quality * Track trends and provide actionable insights to leadership Reporting & Performance Management * Monitor escalation metrics (volume, resolution time, root causes, recurring issues) * Create regular reports and dashboards for leadership review * Drive continuous improvement initiatives based on data insights * Ensure compliance with regulatory, contractual, and internal policies REQUIREMENTS * 5+ years of experience in utilities, sub‑metering, energy billing, or a related field * 2+ years managing escalations, complaints, or complex customer issues * Strong knowledge of utility billing processes (electricity, water, gas) * Experience working with meter data management systems and billing platforms * Excellent problem‑solving and analytical skills * Strong communication and stakeholder management skills Preferred * Experience with multi‑residential or commercial sub‑metering environments * Knowledge of regulatory frameworks (e.g., energy boards, utility compliance standards) * Experience working with CRM/ticketing systems (e.g., Salesforce, Zendesk) * Lean/Six Sigma or process improvement certification WORKING CONDITIONS * Office environment with frequent sitting at a desk * Manual dexterity required to use desktop computer and peripherals. * Overtime as required. * Lifting or moving up to 10lbs may be required. The Company has created policies and procedures to meet the required Accessibility Standards under the Accessibility for Ontarians with Disabilities Act. 2005. Our Accessibility policies are available in a number of formats. Should you wish access to these documents, or should you require any accommodations, please contact Human Resources

Responsibilities

Oversee and resolve complex customer escalations related to sub-metering and utility billing to ensure high satisfaction and accuracy. Lead root cause analysis and implement process improvements to reduce recurring systemic issues.