Job Title

Customer Service Manager

Pay Range

$77,900 – $85,000

Position type

Full-time, permanent

Vacancy Status

New Position

Reports to

Director, Energy Affordability Programs

Location

Ottawa, must reside in the National Capital Region (Ottawa area) for some in-person work and meetings

Job Summary

The Customer Service Manager is an experienced and highly organized management professional responsible for overseeing the Customer Service department. As the first point of contact for our programs, customer service staff provide important information about our programs, direct people to the right programs, and complete program registration processes.

Reporting to the Director, Energy Affordability Programs, the Customer Service Manager will work with program managers and directors to implement new tools, identify and implement efficiencies in systems and processes, work closely with our utility partners, and lead efforts on customer service and lead generation metrics. A typical day might include leading a customer service team meeting, working with Customer Service staff on performance targets, or developing creative solutions to ensure program targets are met.

Key Responsibilities

• Work with Customer Service Team Leads on implementing new tools.
• Create and implement templates for reporting to utility partners, including customer service metrics and lead generation metrics.
• Attend stakeholder meetings related to customer service.
• Independently oversee customer service team, including problem solving, handling escalated concerns, performance issues, and day-to-day operations when needed.
• Work on maximizing registered energy advisor capacity with scheduling.
• Lead, manage, and develop the work of the Customer Service team.
• Facilitate the recruitment and training of Customer Service staff.
• Lead daily, weekly, and monthly meetings, as required, to ensure proper team communications.
• Work collaboratively with program directors and managers to ensure that the operational aspects of the team run smoothly and that the workload is shared appropriately across the team throughout the year.
• Monitor and troubleshoot call centre systems and technology. Make recommendations for improvements and ensure updates are completed.
• Monitor call centre capacity and identify opportunities to streamline processes and/or improve customer experience.
• Maintain relevant, up-to-date knowledge about EnviroCentre’s home energy program delivery and/or other program delivery and share this with the customer service team.
• Ensure all correct procedures are being followed. Target areas needing improvement, such as emails, calls, scheduling, follow-ups, client journey records, etc.
• Provide regular reports on call volumes, customer feedback, service completions, and other metrics, as required.
• Support employee development, engagement, and retention.
• Set, track and manage team Key Performance Indicators (KPIs), ensuring consistent performance management across the team.
• Oversee day-to-day operations, scheduling, and coverage. Ensure adequate staffing and workload distribution.
• Identify operational gaps and inefficiencies and implement scalable processes and best practices.
• Lead recruitment and hiring for the customer service team.
• Perform other duties as necessary.

Note: We do not use artificial intelligence (AI) tools to support the screening and evaluationof applications for this position.

Skills and Experience

• Minimum of 5 years of professional experience in a related field.
• Minimum of 3+ years in a people management role (direct reports required).
• Strong people leadership and coaching ability.
• Call centre and customer service experience required.
• Experience with Microsoft Office Suite and call centre telecommunications systems is essen