Manager, Customer Services | GrandBridge Energy Inc
The Mearie Group View all jobs
- Cambridge, ON
- Permanent
- Full-time
- Employer Paid Benefits Package
- OMERS Pension Plan
- Training and Educational Reimbursement Programs
- Professional Development & Career Opportunities
- Wellness Resources & Healthy Lifestyle Incentives
- Employee and Family Assistance Program
- Opportunities for Community Involvement
- Provide leadership and mentorship to direct reports, creating a respectful, collaborative, and customer-first work culture aligned with GrandBridge Energy's core values. Establish clear expectations, accountability frameworks, and performance objectives aligned with departmental and corporate goals.
- Foster a respectful and customer-first culture aligned with corporate values.
- Oversee performance management processes, including goal-setting, coaching, regular feedback, succession planning, and professional development to build a high-performing team.
- Manage the efficient execution of all customer service operations, including handling of inquiries, account changes, move-ins/outs, and service requests, ensuring timely and accurate resolution to enhance the overall customer experience.
- Coordinate closely with the Credit & Collections team to ensure service-related processes are aligned with collections strategies and promote consistent, customer-focused outcomes.
- Provide oversight of workload distribution, service levels, and operational efficiency across teams, leveraging leadership input, departmental feedback, and data insights.
- Ensure consistency in processes and service delivery standards.
- Ensure that all customer service activities are conducted in accordance with applicable regulatory requirements, including the Distribution System Code, Retail Settlement Code, and privacy legislation.
- Track and evaluate key performance indicators such as service level adherence, first contact resolution, and customer satisfaction scores, using insights to guide improvements.
- Ensure appropriate escalation and resolution of compliance-related issues.
- Lead and participate in cross-functional projects and system enhancement initiatives aimed at improving service delivery, automation, and customer experience outcomes.
- Identify operational gaps and recommend changes to processes, technology use, or service delivery models to optimize efficiency and customer engagement.
- Resolve complex or escalated customer issues involving service disconnections, billing disputes, or service interruptions with empathy, fairness, and adherence to regulatory guidelines.
- Support community engagement efforts and internal communications by coordinating with the Customer Engagement Advisor and Business Analyst on data insights, outreach campaigns, and process evaluations.
- Post-Secondary Diploma in Business Administration or a related field.
- Minimum 7-10 years of progressive experience in customer service, including 3 years in a leadership capacity.
- Strong understanding of utility billing, collections, and service delivery processes.
- Familiarity with regulatory codes and privacy regulations.
- Demonstrated leadership, problem-solving, and communication skills.
- Experience using CIS and customer analytics platforms; Microsoft Office proficiency required.
39 Glebe Street, P. O. Box 1060
Cambridge, Ontario N1R 5X6Check us out at https://grandbridgeenergy.com/; https://netoptiks.com/; https://enersure.comKindly 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.GrandBridge Corporation is an Equal Opportunity Employer and is AODA compliant.