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Form of work
Salary Branch: Gas
Affiliation: Management & Exempt
Employment Status: Full-Time Temporary
Salary Min: $47.85 Hourly
Salary Max: $59.38 Hourly
Short-term Incentive Eligible: No
Workplace Flexibility: Yes
Temp Duration: until approximately December 31, 2027
Posting End Date: March 8, 2024
We’re a Canadian-owned and BC-based energy company taking steps toward a lower-carbon energy future by providing renewable energy, natural gas and electricity to more than 1.2 million customers.
We’re looking for new talent to join us as we transform BC’s energy future. Our diverse team of more than 2,600 employees is committed to a safe and inclusive culture where each of us can connect, belong and grow. Join us and let’s work together for a better BC.
Position Overview
You’re ready to take on the challenge of working on our AMI (Advanced Metering Infrastructure) Project where you will be part of a team building a more reliable natural gas system for our more than one million customers across British Columbia? The Gas AMI Project represents one of the largest Major Projects in FortisBC’s history as we upgrade all our gas meters to implement automated technologies that will improve the safety, resiliency, sustainability, and reliability of our natural gas system.
The Customer Engagement Manager, reporting to the Project Director, AMI Meter Deployment, plays a pivotal role in ensuring the successful exchange of meters within the AMI project scope. Leading a dynamic team, this position focuses on Customer Engagement, dispute resolution, and maintaining positive relationships throughout the meter exchange process. Make a positive impact on Customer Engagement and contribute to the success of the AMI project.
In this role, you will:
-Lead the development of the Customer Engagement team that will support the AMI project, overseeing structure, recruiting, and onboarding.
-Address customer challenges, refusals, and complaints while maintaining positive customer relationships during FortisBC’s diaphragm meter exchange.
-Develop project processes, team goals, and objectives, contributing to the overall success of the Customer Engagement group.
-Provide leadership to support the team's mental wellness, participate in customer interactions, and ensure adherence to project processes.
-Operate within the deployment budget, ensuring efficient resource utilization to meet project goals.
-Prioritize safety by preventing injuries, incidents, and contributing to Human Organizational Performance philosophy.
What it takes:
-Bachelor's degree in a business-related discipline with 5+ years of leadership experience in a customer-centric field or equivalent.
-Knowledge of the Utility Industry.
-Exceptional communication and de-escalation skills.
-Strong problem-solving ability with on-the-spot solution generation.
-Commitment to follow-through and process adherence.
-Leadership skills to guide the team through conflict situations.
-Ability to develop and maintain effective working relationships.
-Strong organizational, analytical, and problem-solving skills.
-Proficient computer skills in Microsoft (add specifics if needed).
What you need to know:
-Some travel throughout the FortisBC service territory may be required.
In this role, you will have the option to participate in a flexible work program, enabling you to work from an approved flex location in British Columbia up to 85 days a year (equivalent to approximately two days a week), subject to business or operational needs.
Our engaging workplace offers a wide range of challenging opportunities, while being safe, inclusive and diverse. We offer a competitive salary and benefits package, while supporting life-long career development. We also encourage volunteerism and nourish the need to give back to your community.
To learn more about the recruitment process with FortisBC, the You’re Applying. What now? page for additional information.
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