Manager of Customer Service

THE POSITION

Entegrus Powerlines Inc., a progressive company dedicated to providing the highest level of service and a safe and positive work environment, requires an Manager of Customer Service . The position will be based at the Entegrus Chatham office and reports directly to the Director of Customer Service.

BACKGROUND

Entegrus brings electricity, renewable energy and water services to approximately 64,000 customers in southwestern Ontario, while keeping safety, reliability and efficiency top of mind. Entegrus is owned by the Municipality of Chatham-Kent, the City of St. Thomas, and Corix Infrastructure Incorporated. Entegrus Powerlines Inc. provides safe, sustainable and reliable power to Entegrus customers in the communities of Chatham-Kent, St. Thomas, Strathroy-Caradoc, Mount Brydges, Parkhill, Dutton and Newbury.

Entegrus Strategic Direction

Vision: To be an industry leader in all we do.

Mission: To provide safe, reliable delivery of electricity and related services, in an environmentally and fiscally responsible manner. To provide exceptional service to our customers, support to the communities we serve and rewarding growth opportunities for our employees

Values:

• Safety: Safety first in everything we do.
• Inspired & empowered people: Having a workforce of inspired and empowered people who are passionate about their jobs.
• Customer and Community Focus: Exceeding the needs of our customers, and the communities we serve, by having a customer and community focus.
• Operational Excellence: Achieving operational excellence by always striving for continuous improvement.
• Sustainable Growth: Delivering sustainable growth for our stakeholders through wise investments.

CANDIDATE PROFILE

The Manager of Customer Service provides operational leadership and management to the Customer Service department, ensuring consistent execution of customer service, billing and collections processes across all functions.

Responsible for coordinating day-to-day departmental operations, leading continuous improvement and project initiatives including CIS maintenance and upgrades, monitoring performance metrics, and ensuring compliance with Ontario Energy Board (OEB) regulations, company policies and established procedures.

The Manager of Customer Service manages three direct reports:

• Supervisor of Customer Service & Collections (St. Thomas)
• Supervisor of Customer Service (Chatham)
• Supervisor of Customer Service & Billing (Chatham)

The Customer Service team is 21-24 staff total. Entegrus has approximately 141 staff across the entire company.

DUTIES & ACCOUNTABILITIES

• Provide leadership and direction to the Customer Service Supervisors responsible for the Contact Centre, Billing and Collections functions, ensuring consistent application of policies, procedures, service standards and performance management practices across all areas.
• Oversee day-to-day Customer Service operations, including workload management, staffing coordination, service delivery and issue resolution, to ensure efficient and effective customer service across multiple office locations.
• Ensure compliance with Ontario Energy Board (OEB) codes, regulations and company policies by overseeing the consistent application of processes and procedures across all Customer Service functions and coordinating the implementation of regulatory changes.
• Manage escalated customer issues, regulatory complaints and service concerns, ensuring timely resolution and adherence to regulatory requirements and company standards.
• Monitor departmental performance metrics, service levels and operational reporting; analyze trends and implement corrective actions and continuous improvement initiatives to improve customer experience, productivity and operational effectiveness.
• Lead and coordinate departmental projects, process improvement initiatives, system enhancements and operational readiness activities, including staff training and procedural updates related to business and regulatory changes.
• Develop, implement and maintain standardized processes, procedures, quality assurance measures and training programs to promote consistency, accuracy and efficiency across the Contact Centre, Billing and Collections functions.
• Provide operational leadership for Customer Service systems and reporting, including the analysis of operational, customer and regulatory data, and make recommendations to improve service delivery, resource utilization and departmental performance.
• Collaborate with internal departments, external vendors and service providers to support Customer Service operations, regulatory compliance, project implementation and achievement of corporate objectives.
• Other duties as required.

QUALIFICATIONS

• Education: A university or college diploma in Business Administration, Management or a related area of study or equivalent industry experience.
• Experience: Minimum 8 - 10 years of progressive experience in Customer Service, Billing, Collections or a related utility operations including at least 3 – 5 years of leadership experience.Experience in a rate-regulated environment is considered an asset.
• Knowledge: Knowledge of Ontario's electricity distribution industry and applicable regulatory requirements, including the Retail Settlement Code, Standard Supply Service Code, Distribution System Code and related OEB regulations. Strong understanding of customer service operations, billing processes, collections activities, Customer Information Systems and performance management practices.
• Skills: (i) Ability to establish and maintain effective working relationships and communication with employees, the general public and sophisticated commercial/industrial customers; (ii) Strong project management and process improvement skills (iii) Ability to interpret and apply regulatory requirements and operational policies. (iv) Strong computer, systems and reporting skills, and (v) General business acumen. Experience with managing in a union environment is preferred.
• Other: Class G driver’s licence with an acceptable driver’s abstract and the ability to conduct periodic travel.

KEY ATTRIBUTES & COMPETENCIES

• Leadership and ability to drive change . The Manager of Customer Service will need to have a willingness to lead and influence others. An ability to lead others in an honest, respectful and sensitive manner in order to get them to buy-in to organizational objectives.
• Teamwork that creates progress towards common goals . The Manager of Customer Service will need to deliver work through others. The Manager of Customer Service will need to have the competencies to work together effectively with peers that will have interdependent goals and common values and norms to foster a collaborative environment and drive work completion.
• Communications to build enthusiasm for difficult tasks. The Manager of Customer Service will need to have the ability to articulate ideas and concepts in a way that influences receiving individuals. An ability to respectfully communicate ideas in writing to ensure that information and messages are understood and have the desired impact.
• Management competency to prioritize goals for assigned staff . The Manager of Customer Service will need to have the competencies to listen accurately and understand unspoken, partly expressed thoughts, feelings and concerns of others.

OTHER REQUIREMENTS

The position operates in a fast-paced, deadline-driven environment requiring the coordination of multiple customer service functions and priorities. The incumbent regularly manages operational issues, employee concerns, regulatory compliance matters, customer escalations and project activities. Frequent meetings, interruptions and cross-functional collaboration are expected. The role requires balancing immediate operational needs with longer-term improvement initiatives.

SALARY RANGE

• $110,000 to $130,000 with a comprehensive benefits package

APPLICATION INFORMATION

To explore this opportunity further, please email your resume (filename - “Last name, First name - CV”), with “Entegrus Manager of Customer Service” in the subject line, in confidence to Mark Fukuzawa at View email address on click.appcast.io

Entegrus is an equal opportunity employer and is committed to a workplace culture that fosters inclusion and respect. Applicants who have been contacted for an interview, and who require accommodation during the recruitment process under the Human Rights Code or the Accessibility for Ontarians with Disabilities Act, should contact Human Resources at View phone number on click.appcast.io or e-mail View email address on click.appcast.io.

While we appreciate all applications received, only those invited for an interview will be acknowledged. Any personal information submitted will be managed in accordance with the requirements of the Municipal Freedom of Information and Protection of Privacy Act and will be used only to determine eligibility for employment.