Supervisor Customer Care & Billing

ENWIN Utilities Ltd.; Windsor; Hybrid; CAD 104,000 - 116,000; Full time

Job summary

ENWIN Utilities Ltd. in Windsor, ON, is seeking a Supervisor of Customer Care & Billing to lead the daily operations of the Customer Service Centre, including switchboard, billing, credit, and account services, while managing unionized staff to meet OEB standards and KPIs.

The role emphasizes coaching and development, scheduling, attendance, and handling escalated customer issues, with accountability for large customers and regulatory rate testing.

Qualifications

• College diploma in Business or related field.
• Minimum of two (2) years similar experience working in a call centre.
• 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.
• 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)

Responsibilities

• Oversee daily operations of the Customer Service Centre, including Switchboard and Customer Service, ensuring service levels meet OEB standards and KPIs.
• Monitor team performance, coach and develop staff, and lead monthly process-improvement meetings.
• Field escalated issues from customers to determine best course of action and resolve them.
• Manage scheduling and attendance of customer service staff, including absenteeism.
• Oversee large customers and key accounts, coordinating with regulatory for rate testing and regulatory obligations fulfilment.

Skills

Leadership

Coaching

Communication

Team management

Problem solving

Organizational skills

Analytical skills

Customer service

Decision making

Independent work

Education

College diploma in Business or related field

Tools

MS Office

SAP

ODCC

Northstar

Job description

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

ENWIN Utilities Ltd. 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.