SUPERVISOR, CUSTOMER SERVICE


Oshawa Power
Oshawa, Ontario


Last Day to Apply: December 17, 2021

 

 

 

SUPERVISOR, CUSTOMER SERVICE

 

Oshawa Power, a subsidiary of Oshawa Power & Utilities Corporation, and affiliate of fiber optic, district energy and renewable generation businesses, is the local hydro-electric distribution company that supplies electricity to more than 58,000 customers in the city of Oshawa. Located just 45 minutes east of Toronto off the shores of Lake Ontario, Oshawa serves as the economic engine for the Durham Region. Home to Lakeridge Health, Durham College and Ontario Tech University, Oshawa boasts a diversified economy ranging from advanced manufacturing and power generation to information technology and transportation. 

Oshawa Power maintains 1000 km of overhead and underground distribution lines within a 150 km2 service territory, operated at 44 and 13.8 kV, supplied by 9 distribution and 3 transmission substations. The organization is committed to the safe, reliable and efficient delivery of electricity through responsible financial management, strategic reinvestment and continuous innovation. 

Position Summary:

We are looking for a dynamic individual with exceptional customer service and technical skills that will enable the modernization of our customer service model through engagement with staff, and a focus on activities and initiatives that will support the evolution of an exceptional customer experience. 

Duties include:

  • Plan, organize and coordinate Customer Service operational activities
  • Lead team of Customer Service Representatives and Assistants
  • Provide coaching, feedback, and training to enhance team effectiveness and engagement
  • Monitor quality of service and reinforce positive customer service behaviours by reviewing recorded customer calls and emails
  • 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
  • Design and implement work schedules that optimize the employees’ time and skills resulting in increased efficiencies within the department
  • Design and manage training programs for new and existing employees, with a focus on innovation and continuous improvement
  • Develop, implement, monitor, and audit quality assurance programs
  • Effectively balance competing priorities, scheduling issues and deadlines that enable the execution of department or task objectives
  • Assist with the technical aspects of all systems related to customer care activity
  • Champion the customer experience by professionally managing and responding to customer inquiries
  • Ensure customer care activities align with all business objectives and regulatory requirements
  • Use data to glean insights and information that enable evidence-based decision making on operational activities within the department
  • Assist with the preparation of, and management to the established annual budget
  • Liaise with internal teams to ensure the integrity, security, and accuracy of the Customer Information System
  • Conduct performance evaluations, participate in job applicant interviews, and recommend staff selection
  • Participate on internal committees and teams as required
  • Actively promote health and safety with employees; ensuring employees receive necessary and appropriate safety training; conducting incident investigations; implementing corrective actions as required 

Required Skills, Qualifications and Experience:

  • Post-secondary education in business, management, or related field
  • Minimum of 3-5 years’ business experience predominantly in a utility environment with direct exposure to the Customer Service and/or Billing functions
  • A broad business experience and working knowledge of most aspects of a Utility
  • Knowledge of Ontario Energy Board codes and regulations considered an asset
  • Strong knowledge of Harris 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, and disruptors
  • Exceptional interpersonal and communication (written, verbal and presentation) skills
  • Demonstrated ability to develop and maintain effective relationships with internal and external customers and stakeholders
  • Strategic thinker; strong leadership skills
  • Demonstrated ability to multi-task, 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
  • Fast learner and accepting of change
  • Advanced computer skills in MS Office (Excel, Word, Power Point, Outlook)

Application Process:

Interested and qualified applicants are invited to submit their resume including work experience, education, and references by December 17, 2021 to: careers@opuc.on.ca

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Oshawa Power will provide accommodation to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require. 

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