Supervisor, Customer Service

Reporting to the Regional Manager, the main responsibilities of this position include:

• Provide effective and productive supervision and leadership to the Customer Service team.
• Oversee, co-ordinate and provide guidance to Customer Service team members in day-to-day work activities.
• Collaborate with internal departments to implement strategies to enhance overall customer experience and engagement.
• Develop and implement CUSTOMER SERVICE process improvements, ensuring that customer inquires are handled promptly and effectively.
• Investigate and resolve escalated customer concerns in a professional and timely manner to achieve customer satisfaction.
• Create customer communications through various channels such as company website, social media, newsletters, bill inserts etc.
• Provide training and coaching to foster employee development and maintain a skilled workforce.
• Ensure high standards of health, safety and environmental compliance are maintained.
• Develop and maintain positive working relationships with all internal departments, employees, customers, contractors, various legislative bodies, municipal agencies, governments and other organizations.
• Prepare and provide input into annual budget process and effectively control operating costs.
• Collaborate with other FortisOntario team members on corporate driven objectives.
• Provide coverage and support for other FortisOntario Customer Service Department business units as required.

The ideal candidate will have the following skills and qualifications:

• Minimum of ten (10) years’ CUSTOMER SERVICE experience with at least three (3) years’ supervisory leadership
• Exceptional CUSTOMER SERVICE skills, with a customer-centric mindset and the ability to manage customer expectations and concerns.
• Understanding of Ontario Energy Board and Ontario’s electricity market
• Exceptional communication, interpersonal and collaborative skills
• Effective problem solving and decision-making with the ability to handle escalated customer concerns and provide timely resolutions.
• Excellent organizational and time management skills, with the ability to prioritize tasks and meet timelines in a fast-paced environment.
• Flexibility and adaptability to changing needs and priorities.
• Ability to work well under pressure and handle stressful situations in a professional manner.
• Attention to detail and ability to complete work with high degree of accuracy.
• Demonstrated ability to apply sound judgement and maintain confidentiality.
• Establish and maintain effective working relationships with co-workers, customers and industry partners.
• Demonstrated experience with financial reporting and budgeting.
• Advanced computer skills with working knowledge of MS Office Suite applications; previous experience with SAP is an asset
• Must possess and maintain in good standing a valid Ontario “G” driver’s license with a clean driving abstract as travel to other FortisOntario business units may be required.
• Previous experience working in a utility environment would be considered an asset.

We thank all respondents but we will only contact those selected for an interview.

Algoma Power Inc. is committed to accommodating applicants with disabilities and will provide accommodation when requested

Algoma Power Inc. is an inclusive employer and committed to Accessibility