Supervisor Customer Care & Billing

Enwin Utilities • Windsor, ON

2d • CA$104,074 - CA$115,638 • Hybrid

About The Position

ENWIN Utilities Ltd. is seeking a Supervisor, Customer Care & Billing for a temporary contract position in Windsor, ON. This hybrid role reports to the Manager Customer Care and is responsible for the daily efficient and effective operations of the Customer Service Centre, including Switchboard and Customer Service. The role involves managing unionized employees, ensuring best-in-class customer service through billing, credit, account services, and phone service levels that meet Ontario Energy Board (OEB) regulated standards and departmental KPIs. Key responsibilities include ensuring timely and accurate billing, collections, and cash receipt processing. The supervisor will support Call Centre staff by monitoring performance, coaching, training, motivating, and developing staff. They will lead monthly communication meetings for process improvements and staff cohesion, gather ideas, and make recommendations to the Manager. This position also involves fielding escalated issues from internal and external customers, managing staff scheduling, attendance, and absenteeism. Additionally, the role is responsible for managing large customers and key accounts, working with regulatory bodies on rate testing, monitoring regulatory obligations, and providing billing information and explanations.

Requirements

• 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.
• 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).

Nice To Haves

• Experience working in a unionized environment considered an asset.

Responsibilities

• Oversee the daily efficient and effective operations of the Customer Service Centre (including Switchboard and Customer Service).
• Manage 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.
• Ensure timely and accurate processes related to billing, collections and processing of cash receipts.
• Support Call Centre staff by continually monitoring team performance against predefined standards including coaching, training, motivating, and developing staff.
• Lead monthly communication meetings 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.
• Field escalated issues from internal and external customers by determining best course of action in order to resolve issues.
• Manage the overall scheduling, approving and monitoring of attendance and absenteeism for customer service staff.
• Manage the ongoing management of large customers and key accounts.
• Work with regulatory to complete testing of rates.
• Monitor and fulfil regulatory obligations related to customer service interests by providing billing information, required data and providing explanations.

Benefits

• Accommodation in accordance with applicable laws through all stages of the hiring process.
• Commitment to diversity and inclusion.
• Encouragement for all qualified individuals to apply.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree