Supervisor, Customer Service

Supervisor, Customer Service 

Join us at InnPower as a Customer Service Supervisor! 

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 Service staff, monitoring the call center and billing processes, and ensuring completion of daily activities to meet optimal performance levels and ensure excellent customer service. 

Responsibilities include, but are not limited to:

• Provide leadership and guidance to the Customer Service Team.
• Responsible for maintaining internal Customer Service policies and procedures and ensuring staff follow these guidelines.
• Responsible for achieving quality and productivity targets.
• Ensures all bills are accurate and completed in a timely manner in line with industry regulations.
• Prepares, monitors, analyzes various daily, weekly, monthly reports.
• Provides leadership, coaching, development, performance management, technical guidance, and advice to Customer Service staff.
• Analyzes and resolves billing issues and addresses escalated concerns.
• Monitors, analyzes, and reports monthly telephone statistics to achieve or exceed established service quality indicator.
• Create and maintain database queries for data extraction and analysis from the CIS.
• Develops recommendations to improve operational efficiency and customer service, and implements changes as required.
• Plans, schedules, organizes, and reports on status of monthly billings and current projects.
• Liaises with third party agencies, contractors, regulatory agencies, customers, and internal departments, as required.
• Manage key customer service metrics (customer satisfaction, social media monitoring, first response time, customer ticket request volume, average ticket handling time, etc.).
• Responsible for achieving Service Quality Indicators (SQI’s) and productivity targets.
• Provides input into department goals and objectives.
• Leads and/or participates in department projects and key initiatives to ensure quality and timely completion within budgets.
• Stays well informed on related industry issues, especially government and regulatory policies and codes.
• Researches, recommends, and implements new or enhanced policies, procedures, and processes to improve operational quality.
• Communicates and collaborates with Manager on a regular basis.
• Plans staff scheduling and workforce resource utilization.
• Ensures compliance with legislative, regulatory, and Health & Safety policies, procedures, and standards.
• 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:

• A motivated, self-starter, who has a positive attitude with the ability to work as part of a customer service team.
• Strong ability to lead change and engage, develop, and motivate teams, take initiative and work with minimal supervision.
• 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.
• Advanced knowledge of customer service practices and policies for both electric and water.
• Strong organizational, analytical and time management skills, with the ability to work independently.
• 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. 

Qualifications: 

• College diploma or university degree in business administration or a related discipline, or equivalent knowledge and experience.
• Minimum 5 years related experience in Customer Service; experience in a unionized utility industry considered an asset.
• Coaching and leadership experience.
• Excellent attendance and punctuality are required.
• Demonstrated experience in a lead role, or successful completion of a recognized leadership or supervisory course.
• 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 is considered an asset.
• Proficiency with MS Office Applications.
• Act as an ambassador for InnPower by always acting in a responsible and respectful manner, and promoting the corporation to customers, the public and external agencies. 

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 humanresources@innpower.ca.6+ 

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.