CUSTOMER EXCELLENCE MANAGER / Oshawa power

CUSTOMER EXCELLENCE MANAGER 

About this Opportunity

We pride ourselves on fostering a collaborative and inclusive work environment where every team member can thrive and contribute to our collective success. As we continue to grow, we are seeking a high performing Customer Excellence Manager to join our team and support our business transformation initiatives.

We are looking for a dynamic individual with exceptional customer service, collections, billing experience and technical skills that will enable the modernization of our customer service model with a focus on activities and initiatives that will support the evolution of an exceptional customer experience. This manager will be able to effectively balance competing priorities, issues and deadlines that enable the execution of department or task objectives.

As the successful applicant YOU WILL BE INVOLVED IN KEY AREAS OF SERVICE

• EXPERIENCE AND SUCCESS
  • Define and map the customer journey identifying areas for alignment, collaboration and improvement with key stakeholders and depts.
  • Participate in the evaluation of processes, procedures, and work methods to identify, recommend and/or implement improvement opportunities, including system enhancements, which maximize results and enhance the customer experience
  • Lead Customer Service operational and reporting activities in an effort to improve the collection process and collect OEB data for compliance purposes
  • Provide subject matter expertise (SME) input into business transformation projects
  • Manage a team that gleans insights and information from Quality Assurance evaluations and reporting analysis that enable evidence-based decision making on operational activities within the department
    
• BILLING
  • Ensures bills are accurate and completed in a timely manner in line with regulations
  • Obtains, validates, analyses, documents and provides accurate and timely information to support the meter to cash processes and systems
  • Analyses and resolves billing issues and related activities and performs remediation actions in various systems, ensuring compliance and accuracy of metering and billing data sources
    
• COLLECTIONS
  • Reduce Account Overdue Balances through focused outreach efforts supporting policies and procedures
  • Makes payment plan arrangements for outstanding amounts and provides mitigation strategies to assist customers in arrears
  • Manage Credit and Collection process, policies and procedures
    

• VENDOR MANAGEMENT
  • Liaises with third party agencies, contractors, regulatory agencies, customers, MPPs and internal departments, as required
  • Oversee and manage vendor relationships to achieve KPI targets and achieve overall department success
  • Experience in managing vendors including but not limited to Outsource Contacts Centre, 3^rd party collection agencies, Billing Partners, Payment Processors, Low Income Agencies (CCDC, Howard Johnson society, ODSP offices) etc.
  • Track Invoices and POs
  • Forecast Annual Spend

ESCALATIONS

• Champion the customer experience by professionally managing and responding to complex customer escalations;
• Maintain detailed records of escalated issues and resolutions, and provide regular reports to senior management

Required Skills, Qualifications and Experience:

• Post-secondary education in business, management, or related field;
• Minimum of 5 years’ business experience predominantly in a utility environment with direct exposure to the Customer Service and/or Billing
• Fully knowledgeable of OEB initiatives, including the Ontario Electricity Support Program and Low-Income Energy Assistance Program and direct customers in need of financial assistance to social agencies and community support partners
• Working knowledge of a Utility; related industry issues, regulatory policies & codes
• Understanding of Privacy Legislation, and its application within the department
• Knowledge of Ontario Energy Board codes and regulations considered an asset;
• Strong knowledge of Harris, JOMAR or equivalent billing system

Other Success Factors:

• Customer centric; displays an attitude of commitment and service delivery excellence;
• In-tune with key industry knowledge, best practices
• Exceptional interpersonal and communication skills (written, verbal, presentation);
• Demonstrated ability to develop and maintain effective relationships with internal and external customers and stakeholders
• Strategic thinker; strong leadership skills
• Demonstrated ability to adapt to on-going change and work in a fast-paced environment
• Proven organizational and analytical skills
• Exceptional commitment to customer service with strong sense of urgency
• Superior organizational, problem-solving and decision-making skills
• Advanced computer skills in MS Office (Excel, Word, Power Point, Outlook)

What we offer

In addition to working alongside a talented and inspiring team, Oshawa Power offers;

• A flexible work environment;
• OMERS Pension fully vested from date of hire;
• Excellent company paid benefits from date of hire;
• Ontario Government Mobile Data plans;
• Tuition and Fitness reimbursement plans.

Application Process

Interested and qualified applicants are encouraged to submit their resume no later than August 1, 2024 by email to: careers@oshawapower.ca *Please include the position title you are applying for in the subject line. 

We thank all applicants for their interest, however only those selected for an interview will be contacted. All applicants must be legally entitled to work in Canada.