Customer & Community Relations Manager

Join us at InnPower as a Customer & Community Relations Manager!

About Us

Located at 7251 Yonge Street in Innisfil, InnPower is one of the fastest growing electrical utilities in Ontario, servicing the Town of Innisfil and South Barrie. We serve our community as the local hydro utility – looking after the distribution (“wires”) business – with approximately 20,000 customers, and a service territory of 292 square kilometers.

We’ve created an inclusive culture where employees are encouraged to share new ideas and opinions, and have their voices heard!

Our Mission: Safely provide reliable, cost-efficient, and innovative electricity services that are valued by our communities; through excellent customer service and an inclusive and supportive culture.

Our Vision: To be one of Canada’s most Innovative Power Utilities; committed to energizing our powerful communities.

Our Values:

• Support & Respect
• Safety
• Community Leadership & Presence
• Quality & Reliability
• Innovation & Efficiency
• Fiscal Prudence

Why work for InnPower?

• We are a flexible company that offers hybrid work!
• We’re growing – come join the excitement!
• We offer an excellent benefits package and pension program!

The Opportunity

In this position, you will be responsible for providing leadership to the Customer Relations Department, and monitoring the call centre, billing processes, and revenue protection activities. You will also be responsible for ensuring the completion of daily activities to meet optimal performance levels, excellent customer service and community engagement, enhancing existing services, introducing new services, and offering innovative solutions to better anticipate and meet the needs of customers and stakeholder through various digital channels.

Responsibilities include, but are not limited to:

• Recommend InnPower policy changes related to customer delivery.
• Work closely with service providers and InnPower staff to facilitate required changes.
• Design, develop, and plan for the integration and consumer launch of new tools.
• Keep abreast of the latest developments and act as an industry expert.
• Develop business cases and clearly define scope for proposed initiatives.
• Monitor performance data for the purpose of managing the service and maintaining customer satisfaction.
• Work collaboratively with vendors to deliver an effective and best in class customer service operation and customer experience.
• Establish Service Level documents with 3rd parties.
• Participate in strategic initiatives that may influence customer perceptions and behaviour.
• Understand and predict customer impact of programs and initiatives.
• Introduce new processes and technology into customer delivery sustainment programs.
• Responsible for overseeing electricity, water, wastewater, thermal, and gas billing, collecting, call centre, customer interface, cash management, remittance processing, Revenue Protection and associated regulatory reporting.
• Be accountable for customer satisfaction associated with delivery our customer service operation and change initiatives.
• Identify, recommend, and implement changes to ensure ongoing regulatory compliance, reduce costs, improve efficiencies, and implement best practice, through the customer sustainment work programs.
• Oversee the development and execution of the social media, Public Relations and Brand strategy of the Company.
• Develop program objectives and strategies in support of broader corporate and customer goals.
• Participate in RFP and contract-award/negotiations with respect to 3rd party contracts if necessary.
• Develop and implement technology strategies for customer delivery sustainment.
• Manage and maintain project plans, develop action plans for issues, track risk mitigation plans and recommendations as necessary to advance InnPower customer projects.
• Manage, motivate, train, lead, and develop staff for improved performance and efficiency.
• Jointly with senior executives, develop and manage 5-year business plans and budgets.
• Performs other duties as assigned.
• Predict performance problems and take action.
• Responsible for customer information and the protection of its privacy in accordance with company policies and legislation.

An Emphasis on Health and Safety:

With health and safety being one of our core values, it is important to ensure you perform the duties of the position in a safe manner, in compliance with the Occupational Health and Safety Act, the E&USA Rule Book, InnPower’s Health and Safety Policy and Procedures Manual, and any other pertinent regulations, to promote a healthy and safe workplace for all employees.

Core Capabilities:

• Strong problem-solving skills with the ability to provide practical and/or innovative solutions.
• Strong ability to lead change and engage, develop, and motivate teams.
• Ability to effectively deal with customer inquiries and complaints in a professional manner, while complying with Company policies and procedures regarding payment of account.
• Ability to understand business objectives and translate them into requirements and solutions.
• Strong arithmetic ability and negotiation skills.
• A dependable team player that loves working with customers and staff while maintaining a positive, patient, empathetic and professional attitude.
• Ability to plan, prioritize and execute multiple projects and initiatives within established timelines.
• Strong writing skills with the ability to convey information accurately and concisely.
• Ability to supervise, foster positive working relationships and the ability to provide effective team leadership, including performance monitoring, evaluation, and feedback.
• Excellent attendance and punctuality are required.

Qualifications:

• Thorough knowledge of regulatory and governmental requirements (OEB, IESO Rules and Regulations, Privacy Legislation and OHSA).
• Advanced knowledge of customer service practices and policies for electric and water.
• Minimum of 5 years of experience in customer service, including in-depth experience in billing; experience in a unionized utility environment an asset.
• Coaching and leadership experience.
• Strong organizational, analytical and time management skills, with the ability to work independently and to take initiative.
• Experience in understanding developments and changes with respect to electricity industry structure and market rule and code changes and their corresponding impacts on customers.
• Knowledge in working with customer facing initiatives. Demonstrated experience with handling business management and project management issues with specific emphasis on Customer Care and associated IT platforms and applications.
• Knowledge of business administration, social sciences, digital media and marketing to establish and maintain good customer and public relationships including resolving customer complaints and concerns, identifying emerging trends and develop strategies to respond to trends, issues, conflicts and concerns.
• Proficiency with NorthStar Customer Information System, mCare, Savage, Utilismart, MDMR, QMC, MeterConnx, etc. is considered an asset.
• College diploma or university degree in business administration or a related discipline or equivalent knowledge and experience.
• Extensive leadership and managerial competency in managing a team of professionals, establishing priorities, and adapting to changing conditions.
• Proficiency with MS Office Applications.

If this role seems interesting and is a good fit for you, we would love to hear from you! You can apply by sending your resume to [email protected].