Supervisor, Customer Service - Sault Ste. Marie, Canada - ALGOMA POWER INC.

Description

• Provide effective and productive supervision and leadership to the Customer Service team.
• Oversee, coordinate and provide guidance to Customer Service team members in daytoday 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.
• Minimum of ten (10) years' customer service experience with at least three (3) years' supervisory leadership
• Exceptional customer service skills, with a customercentric 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 decisionmaking 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 fastpaced 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.
• Establish and maintain effective working relationships with coworkers, customers and industry partners.
• Demonstrated experience with financial reporting and budgeting.
• 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.