Posted: June 18, 2021
Closing Date: June 27, 2021
Position Type: Permanent
Union: MP (Exempt)
Note: Priority will be given to qualified internal applicants.
PEOPLE. That’s the power behind ENMAX Corporation. As one of Alberta’s leading energy and utility providers, our employees are the strength and knowledge that continue to drive our success. At the ENMAX group of companies, we look for energy solutions for today, while knowing we have the power to provide for a better tomorrow.
As a key member of the ENMAX Energy Leadership Team, you will help lay the foundation for providing world class customer service to ENMAX Energy’s retail customers. A core focus of this role will be on growing, maintaining and retaining customers in the various markets supported throughout Alberta.
Responsibilities:
Lead a Customer Care organization that includes inbound & outbound call centre, workforce management, quality assurance, customer advocacy, and back office functions.
Introduce best practices for customer service, based on prior knowledge and benchmarking research within the utility, customer experience, and contact center industries.
Align the Customer Care strategy & plans to support ENMAX Energy’s marketing and sales initiatives including, workforce planning, technology solutions, sales initiatives, and performance tracking.
Set the strategic direction for IT, Telephony and Call Centre infrastructure and collaborate with key stakeholders to implement solutions that will enable the business to deliver a world class customer experience, offer multiple voice and digital channel experiences in a way that is easy to do business.
Ensure the billing and contract management of customer accounts are executed in a timely, accurate manner ensuring business and customer needs are met.
Manage the organizations accounts receivables and bad-debt through the successful execution of the collection and payment processing practices.
Establish and support the service quality standards for the customer experience and reports to the business on meeting these standards.
Analyze performance/transaction data to ensure that systemic barriers are removed and operations are staffed to provide excellent service to customers.
Develop policies and procedures linked to outstanding customer service, including evaluating existing customer service systems, processes, and procedures and developing plans for improvement.
Liaise with sales and marketing to ensure campaigns and advertising initiatives are staffed appropriately to maintain a positive customer experience.
Qualifications:
Bachelor’s Degree or equivalent management experience.
12+ years of related work experience managing cross-functional teams of agent-level and supervisory-level employees in a Customer Support/Call Center.
Demonstrated knowledge of telephony, digital and call centre technologies
Successful track record in achieving and exceeding operational goals in a growth-oriented business.
Well versed financial and business acumen.
Utility industry experience is preferred but not necessary.
Knowledge and experience with unionized work environments would be considered an asset.
Personal Qualities:
A strategic thinker with the ability to build customer experience strategies in order to compete and meet customer experience needs.
Exceptional communication skills; effective in interacting with senior executives and line management at all levels. Credible, persuasive and clear in both oral and written presentations.
Strong analytical skills with the ability to analyze data, question assumptions and make logical, well thought out decisions.
Passion for continued professional development.
Flexible and able to thrive in a fast-paced environment.
Self-starter with ability to handle demanding and stressful situations in a professional manner.
Did we mention the ENMAX Advantage?
We offer competitive compensation including a comprehensive flexible benefits program, non-downtown location that includes great building amenities such as free onsite fitness facility with programming geared to employees needs, onsite child care centre (upon availability, offered from our ENMAX Place location 141 – 50 Ave. SE), free parking and much more. If you share our values and would like to make a difference with your career, join the team and see where the ENMAX possibilities can take you.
ENMAX Values – Safety, Integrity, Accountability, Service, Teamwork, Agility, Innovation
Although this role primarily works at ENMAX Place (141 – 50th Avenue SE, Calgary, AB) , for now you’ll be required to work remotely.
Note:
In order to adapt to the business impacts of Covid-19, we have changed the way we connect with our candidates. All interviews will now be done virtually as well as our on-boarding and job training will be completed remotely.
ENMAX welcomes all qualified applicants to apply and is committed to a safe and respectful workplace. It is our aim to have a workplace which is inclusive and values safety, diversity, personal integrity, respect for individual differences, and encourages ownership and accountability for our actions.
Must be legal to work in Canada and requires the successful completion of a criminal background check. Two pieces of valid Government issued ID will be required.
Two professional references will be requested.
Education requirements for this position will be verified by a third party.
Please visit our careers page to learn more about other opportunities at ENMAX Corporation.
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