Supervisor, Customer Service

Overview

Grand Bridge Corporation is an investment holding company dedicated to driving growth and innovation through our fully owned subsidiaries, Grand Bridge Energy Inc., and Grand Bridge Group Inc.

Grand Bridge Energy Inc. is a leading provider of innovative energy solutions, committed to delivering reliable and sustainable energy to our customers. Grand Bridge Group Inc. offers a wide range of energy services through its divisions:
Netoptiks, which provides cutting-edge telecommunications solutions, and Enersure, which ensures our customers' homes are comfortable and energy-efficient with home comfort rentals.

Our team of dedicated professionals are committed to helping our communities navigate the transition towards a dynamic and evolving energy landscape. The principles and beliefs that guide our operations are deeply rooted in our values. Join us in our mission to shape the future of energy.

• Employer Paid Benefits Package
• Training and Educational Reimbursement Programs
• Professional Development & Career Opportunities
• Wellness Resources & Healthy Lifestyle Incentives
• Employee and Family Assistance Program
• Opportunities for Community Involvement

The Supervisor, Customer Service leads the team in delivering exceptional service through multiple communication channels. This role is responsible for providing strong leadership, performance management, and strategic support to ensure a high-quality customer experience and efficient operations.

• Lead the Customer Service team to professionally and accurately handle internal and external customer inquiries through multiple communication channels.
• Provide ongoing coaching and mentoring to support continuous development and promote a positive workplace culture.
• Conduct regular reviews to deliver constructive feedback. Schedule and perform formal performance evaluations to ensure progress and alignment with objectives.
• Monitor phone system to ensure adherence to schedule.
• Compile and provide reporting on KPI’s and department metrics.
• Support process development through collaboration with the CS Team Lead and Senior Customer Service Analyst. Bring forth initiatives that will elevate the customer experience and streamline processes.
• Partner with the Supervisor, Credit & Collections to support collections and oversee payment processing in accordance with regulations and internal procedures, using a professional, empathetic approach to reach appropriate resolutions and reduce financial exposure.
• Provide guidance for servicing projects and contractor requirements.
• Facilitate and support training to ensure adherence to processes and policies.
• Provide recommendations during the budget review to support the customer service department.
• Assess regulatory changes and provide recommendations. Monitor trends to ensure department requirements are met.
• Collaborate with the Team Leads to plan, organize, schedule, and assign tasks to the customer service team, ensuring work is completed efficiently.
• Liaise with other departments and vendors to ensure enhancements are successfully implemented to our Customer Information System, Phone System, and other platforms.
• Demonstrate all company values, with a strong emphasis on people and safety.

• A college diploma in Business Administration or equivalent professional experience of five (5) or more years in Ontario LDC Customer Service is required.
• Knowledge of Ontario's electricity industry aspects is essential, especially the Distribution System Code, Retail Settlement Code, Standard Supply Service Code, EBT Standards, and billing practices.
• Proven experience in a rate-regulated industry, along with the capacity to interpret legislation and demonstrate strong analytical skills.
• Exceptional customer service, interpersonal skills, strong leadership, and supervisory abilities.
• Strong verbal and written communication skills.
• Proficiency in MS Office is essential for success in the position.
• Experience in the Harris North Star Customer Information System (CIS) is an asset.

Kindly note, we do not entertain unsolicited referrals or resumes from third-party agencies or recruiters for our job postings.

We appreciate the opportunity to review all resumes, however due to volume, only those under consideration will be contacted.

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.

Grand Bridge Corporation is an Equal Opportunity Employer and is AODA compliant.