Supervisor, Customer Service at GrandBridge Energy Inc.

Brantford, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

21 Apr, 26

Salary

0.0

Posted On

21 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Leadership, Performance Management, Coaching, Mentoring, Communication, Analytical Skills, Interpersonal Skills, Process Development, Regulatory Knowledge, Team Collaboration, Training, Budgeting, KPI Reporting, Problem Solving, Empathy

Industry

Utilities

Description

What You Will Do: The Supervisor, Customer Services leads the team in delivering exceptional service through multiple communication channels. This role is responsible for providing strong leadership, performance management, and strategic support to ensure a high-quality customer experience and efficient operations. Lead the Customer Service team to professionally and accurately handle internal and external customer inquiries through multiple communication channels. Provide ongoing coaching and mentoring to support continuous development and promote a positive workplace culture. Conduct regular reviews to deliver constructive feedback. Schedule and perform formal performance evaluations to ensure progress and alignment with objectives. Monitor phone system to ensure adherence to schedule. Compile and provide reporting on KPI’s and department metrics. Support process development through collaboration with the CS Team Lead and Senior Customer Service Analyst. Bring forth initiatives that will elevate the customer experience and streamline processes. Partner with the Supervisor, Credit & Collections to support collections and oversee payment processing in accordance with regulations and internal procedures, using a professional, empathetic approach to reach appropriate resolutions and reduce financial exposure. Provide guidance for servicing projects and contractor requirements. Facilitate and support training to ensure adherence to processes and policies. Provide recommendations during the budget review to support the customer service department. Assess regulatory changes and provide recommendations. Monitor trends to ensure department requirements are met. Collaborate with the Team Leads to plan, organize, schedule, and assign tasks to the customer service team, ensuring work is completed efficiently. Liaise with other departments and vendors to ensure enhancements are successfully implemented to our Customer Information System, Phone System, and other platforms. Demonstrate all company values, with a strong emphasis on people and safety. What You Will Bring A college diploma in Business Administration or equivalent professional experience of five (5) or more years in Ontario LDC Customer Service is required. Knowledge of Ontario's electricity industry aspects is essential, especially the Distribution System Code, Retail Settlement Code, Standard Supply Service Code, EBT Standards, and billing practices. Proven experience in a rate-regulated industry, along with the capacity to interpret legislation and demonstrate strong analytical skills. Exceptional customer service, interpersonal skills, strong leadership, and supervisory abilities. Strong verbal and written communication skills. Proficiency in MS Office is essential for success in the position. Experience in the Harris NorthStar Customer Information System (CIS) is an asset. GrandBridge Corporation 39 Glebe Street, P. O. Box 1060 Cambridge, Ontario N1R 5X6 Check us out at https://grandbridgeenergy.com/; https://netoptiks.com/; https://enersure.com Kindly note, we do not entertain unsolicited referrals or resumes from third-party agencies or recruiters for our job postings. We appreciate the opportunity to review all resumes, however due to volume, only those under consideration will be contacted. Any personal information submitted will be managed in accordance with the requirements of the Municipal Freedom of Information and Protection of Privacy Act and will be used only to determine eligibility for employment. GrandBridge Corporation is an Equal Opportunity Employer and is AODA compliant.

Responsibilities

The Supervisor, Customer Services leads the team in delivering exceptional service through multiple communication channels and is responsible for performance management and strategic support. This role includes coaching, monitoring operations, and collaborating with other departments to enhance customer experience.