WHITBY HYDRO ENERGY SERVICES CORPORATION
Requires a
CUSTOMER SERVICE MANAGER
Whitby Hydro is a distribution utility located on the north shore of Lake Ontario east of Toronto in the heart of Durham Region and is licenced to deliver safe and reliable electricity to over 40,000 residential and business customers.
POSITION SUMMARY
This position reports to the Director of Customer Service and is responsible for all aspects of customer interaction including customer service, cash, billing and collections, to maintain customer loyalty.
EDUCATION/EXPERIENCE/SKILLS REQUIREMENTS
Professional Designation (Bachelor Degree) - Business Administration/ Public Relations and 5-8 Years’ experience in Customer Service OR Post-Secondary education (College Diploma) and 8 - 10 years’ experience in Customer Service
Supervisory experience
Customer service/billing experience
Exceptional written and verbal communication skills
Good working knowledge of computers
Knowledge of operation of Utility
Good interpersonal skills
Good organizational skills
Excellent analytical abilities
Must possess and maintain a valid Driver's License
POSITION FUNCTION
Supervise Customer Service Representatives, Billing/Collection Clerks, Receptionist, Communication Clerk, Customer Service Part-time staff and Administration Support Clerk
Ensure efficient daily operation of department to provide quality customer service
Develop and maintain good customer relations
Prepare monthly reports for Director/VP as required
Implement regulatory requirements
Train staff on changes occurring within the electrical industry
Train and assist staff on the use of billing and customer service software
Set and administer prudential requirements for customers
Implement collection policies and procedures for delinquent accounts
Ensure all correspondence with customers is consistent throughout the Utility
Oversee and coordinate the effective operation of the billing and collection function
Manage and maintain the Customer Information System to ensure operational consistency with current regulatory requirements and government initiatives (i.e. Smart Meters).
Oversee cash processing functions
Assist in the preparation of Department budgets
Implement operational hardware and procedures to improve department efficiencies and to meet regulatory requirements
Coordinate staff requirements for vacation and sick leave
PERSONAL ATTRIBUTES
Sound judgment and leadership qualities
Positive cooperative attitude
Strong initiative
Approachable
Flexible
Tact, diplomacy
Strong leadership
SAFETY
Thorough knowledge, participation in training and enforcement of IHSA Rules and Practices, Occupational Health and Safety and Company policies to ensure the safety of employees, public and property.
Whitby Hydro offers an excellent working environment, competitive compensation and benefits package, pension plan and opportunities for professional development.
If you are interested in joining our team of highly skilled and knowledgeable staff, please submit your resume to hshafik@whitbyhydro.on.ca for consideration by Wednesday May 27th, 2015. When applying, please quote Customer Service Manager in the subject line.
Whitby Hydro is an equal opportunity employer. We appreciate the opportunity to review all resumes, however, only those under consideration will be contacted. Thank you in advance for applying.
May 5, 2015
