Manager, Customer & Community Relations

Manager, Customer & Community Relations

Join us at InnPower as a Customer & Community Relations Manager! 

About Us 

Located at 7251 Yonge Street in Innisfil, InnPower is one of the fastest growing electrical utilities in Ontario, servicing the Town of Innisfil and South Barrie. We serve our community as the local hydro utility – looking after the distribution (“wires”) business – with approximately 20,000 customers, and a service territory of 292 square kilometers. 

We’ve created an inclusive culture where employees are encouraged to share new ideas and opinions, and have their voices heard! 

Our Mission: Safely provide reliable, cost-efficient, and innovative electricity services that are valued by our communities; through excellent customer service and an inclusive and supportive culture. 

Our Vision: To be one of Canada’s most Innovative Power Utilities; committed to energizing our powerful communities. 

Our Values: 

• Safety
• Innovation & Efficiency
• Support & Respect
• Quality & Reliability
• Fiscal Prudence
• Community Leadership & Presence 

Why work for InnPower? 

• We offer an excellent benefits package and pension program!
• We’re growing – come join the excitement!
• We are a flexible company that offers hybrid work! 

The Opportunity 

In this position, you will be responsible for providing leadership to the Customer Relations Department, and monitoring the call center, billing processes, and revenue protection activities. You will also be responsible for ensuring the completion of daily activities to meet optimal performance levels, excellent customer service and community engagement, enhancing existing services, introducing new services, and offering innovative solutions to better anticipate and meet the needs of customers and stakeholder through various digital channels. 

Responsibilities include, but are not limited to:

• Responsible for overseeing electricity, water, wastewater, thermal, and gas billing, collecting, call centre, customer interface, cash management, remittance processing, Revenue Protection and associated regulatory reporting.
• Responsible for customer information and the protection of its privacy in accordance with company policies and legislation.
• Develop program objectives and strategies in support of broader corporate and customer goals.
• Manage and maintain project plans, develop action plans for issues, track risk mitigation plans and recommendations as necessary to advance InnPower customer projects.
• Design, develop, and plan for the integration and consumer launch of new tools.
• Oversee the development and execution of the social media, Public Relations and Brand strategy of the Company.
• Work collaboratively with vendors to deliver an effective and best in class customer service operation and customer experience.
• Monitor performance data for the purpose of managing the service and maintaining customer satisfaction.
• Be accountable for customer satisfaction associated with delivery our customer service operation and change initiatives.
• Jointly with senior executives, develop and manage 5-year business plans and budgets.
• Develop business cases and clearly define scope for proposed initiatives.
• Work closely with service providers and InnPower staff to facilitate required changes.
• Identify, recommend, and implement changes to ensure ongoing regulatory compliance, reduce costs, improve efficiencies, and implement best practice, through the customer sustainment work programs.
• Introduce new processes and technology into customer delivery sustainment programs.
• Develop and implement technology strategies for customer delivery sustainment.
• Predict performance problems and take action.
• Understand and predict customer impact of programs and initiatives.
• Participate in strategic initiatives that may influence customer perceptions and behaviour.
• Manage, motivate, train, lead, and develop staff for improved performance and efficiency.
• Recommend InnPower policy changes related to customer delivery.
• Participate in RFP and contract-award/negotiations with respect to 3rd party contracts if necessary.
• Establish Service Level documents with 3rd parties.
• Keep abreast of the latest developments and act as an industry expert.
• Performs other duties as assigned. 

An Emphasis on Health and Safety: 

With health and safety being one of our core values, it is important to ensure you perform the duties of the position in a safe manner, in compliance with the Occupational Health and Safety Act, the E&USA Rule Book, InnPower’s Health and Safety Policy and Procedures Manual, and any other pertinent regulations, to promote a healthy and safe workplace for all employees. 

Core Capabilities:

• Strong problem-solving skills with the ability to provide practical and/or innovative solutions.
• Strong arithmetic ability and negotiation skills.
• Strong writing skills with the ability to convey information accurately and concisely.
• Ability to plan, prioritize and execute multiple projects and initiatives within established timelines.
• Ability to effectively deal with customer inquiries and complaints in a professional manner, while complying with Company policies and procedures regarding payment of account.
• Strong ability to lead change and engage, develop, and motivate teams.
• A dependable team player that loves working with customers and staff while maintaining a positive, patient, empathetic and professional attitude.
• Ability to understand business objectives and translate them into requirements and solutions.
• Ability to supervise, foster positive working relationships and the ability to provide effective team leadership, including performance monitoring, evaluation, and feedback.
• Excellent attendance and punctuality are required. 

Qualifications:

• Minimum of 5 years of experience in customer service, including in-depth experience in billing; experience in a unionized utility environment an asset.
• College diploma or university degree in business administration or a related discipline or equivalent knowledge and experience.
• Advanced knowledge of customer service practices and policies for electric and water.
• Extensive leadership and managerial competency in managing a team of professionals, establishing priorities, and adapting to changing conditions.
• Strong organizational, analytical and time management skills, with the ability to work independently and to take initiative.
• Thorough knowledge of regulatory and governmental requirements (OEB, IESO Rules and Regulations, Privacy Legislation and OHSA).
• Proficiency with NorthStar Customer Information System, mCare, Savage, Utilismart, MDMR, QMC, MeterConnx, etc. is considered an asset.
• Proficiency with MS Office Applications.
• Knowledge of business administration, social sciences, digital media and marketing to establish and maintain good customer and public relationships including resolving customer complaints and concerns, identifying emerging trends and develop strategies to respond to trends, issues, conflicts and concerns.
• Knowledge in working with customer facing initiatives. Demonstrated experience with handling business management and project management issues with specific emphasis on Customer Care and associated IT platforms and applications.
• Experience in understanding developments and changes with respect to electricity industry structure and market rule and code changes and their corresponding impacts on customers.
• Coaching and leadership experience. 

If this role seems interesting and is a good fit for you, we would love to hear from you! You can apply by sending your resume to people@innpower.ca. 

InnPower values an inclusive environment.  Accommodations for persons with disabilities will be provided, on request, to support candidate participation in all aspects of the recruitment process.  To request accommodation, please contact Human Resources. 

We thank all respondents for their interest, however only those who will be requested to attend an interview will be contacted. Any personal information submitted will be managed in accordance with the Municipal Freedom of Information and Protection of Privacy Act.