Supervisor Customer Care & Billing

Enwin Utilities; Windsor; Híbrido; CAD 104.000 - 116.000; Jornada completa

Descripción de la vacante

ENWIN Utilities in Windsor, Ontario, is seeking a Supervisor, Customer Care & Billing to oversee the Customer Service Centre operations, including Switchboard and frontline staff. The role emphasizes coaching, performance management, and ensuring service levels meet OEB standards.

Qualifications include a college diploma in business or related field and at least two years in a call centre environment. Knowledge of MS Office, SAP, ODCC, and Northstar is preferred.

Formación

• College diploma in Business or related field.
• Minimum of two (2) years similar experience in a call centre environment.
• Strong verbal and written communication skills.
• Experience in a unionized environment is an asset.
• Experience with billing, credit, and customer data systems is beneficial.

Responsabilidades

• Oversee daily operations of the Customer Service Centre, including Switchboard and Customer Service.
• Manage and supervise unionized staff; provide coaching and development.
• Ensure timely and accurate billing, collections, and processing of cash receipts.
• Monitor call centre performance against KPIs; lead monthly staff meetings for process improvements.
• Field escalated customer issues and determine best course of action.

Conocimientos

Communication skills

Customer service oriented

Leadership / coaching

Problem solving

Attention to detail

Independent / team player

Educación

College diploma in Business or related field

Herramientas

MS Office

SAP

ODCC

Northstar

Descripción del empleo

2026-10-26

Supervisor, Customer Care & Billing

Location: Windsor, ON (Hybrid)

Reporting to the Manager Customer Care, the successful applicant will be responsible for the daily efficient and effective operations of the Customer Service Centre (including Switchboard and Customer Service) and management of unionized employees by providing best in class customer service through the departments billing, credit, account services work processes, and phone service levels to the Ontario Energy Board (OEB) regulated standards and departmental KPI's. Responsible for ensuring timely and accurate processes related to billing, collections and processing of cash receipts. The Supervisor Customer Care & Billing supports the Call Centre staff by continually monitoring team performance against predefined standards including coaching, training, motivating, and developing staff to ensure a high level of performance and service standards are met; leading monthly communication meeting with staff for process improvements and to create cohesion within the department by gathering ideas and inputs from the staff to make recommendations to the Manager. This position provides support to CSR's and Senior CSR's by fielding escalated issues from internal and external customers by determining best course of action in order to resolve issues. This position is responsible for managing the overall scheduling, approving and monitoring of attendance and absenteeism for customer service staff. The Supervisor Customer Care & Billing is also responsible for ongoing management of large customers and key accounts, working with regulatory to complete testing of rates, monitoring and fulfilment of regulatory obligations related to customer service interests by providing billing information, required data and providing explanations.

The successful applicant must have the following skills and competencies:

• College diploma in Business or related field.
• Minimum of two (2) years similar experience working in a call centre environment.
• Awareness of CIS system, billing, credit.
• Experience working in a unionized environment considered an asset.
• Strong verbal and written communication skills. Strong interpersonal skills and ability to lead and manage, mentor and motivate staff.
• Ability to formulate and execute plans.
• Strong customer service orientation, both internal and external.
• Ability to present professionally to customers and address and resolve difficult and complex issues.
• Demonstrates organizational, analytical and problem solving skills and strong attention to detail.
• Ability to work independently or as part of a team.
• Experience working with a variety of computer systems (MS Office, SAP, ODCC, Northstar)

Salary Range for Qualified Candidates: $104,074 - $115,638

up to and including Wednesday, November 4, 2026.

ENWIN provides accommodation in accordance with applicable laws through all stages of the hiring process. If you require accommodation for any part of the application and hiring process, please advise the Human Resources Department.

ENWIN believes there is significant value in the diversity within our workforce and we are committed to continually enhancing and improving diversity and inclusion throughout our organization. As an equal opportunity employer, we encourage all qualified individuals to apply for employment opportunities and believe that strength flows from our individual differences and enables us to effectively serve our community.