Posting End Date:

March 17, 2025

Employee Type:

Regular-Full time

Union/Non:

This is a non-union position

Come make a difference in revolutionizing the way businesses and individuals adopt cleaner energy solutions, as Enbridge Sustain, a leading provider in the energy industry embarks on this groundbreaking initiative.

What is Enbridge Sustain? With over 175 years of energy industry experience, we understand the importance of reducing emissions, improving energy efficiency, and strengthening resilience in the face of changing climate and rising energy costs. Our aim is simple: make it easier and more affordable for customers to embrace sustainable energy alternatives, while contributing to a greener future. Enbridge Sustain will offer customers an end-to-end solution, from design and installation to maintenance and support, eliminating the complexities and challenges associated with conventional heating and cooling equipment and future sources of alternative energy.

Why this role is important? The Supervisor Customer Service will play a key role in developing, implementing, and optimizing Customer Care operations while amplifying Enbridge Sustain’ s brand identity. In this role, you will lead all aspects of the Customer Care functions, drive cross-functional collaboration, and ensure an environment of excellence to consistently elevate customer satisfaction.

Are you a leader who thrives in a dynamic start-up like environment? Do you love to inspire teams, foster a culture of innovation and collaboration? If so, come and join our exciting, fast-paced, and growing team.

We'd love to hear from you! 

 

What You Will Do:

Provide day to day support for Customer Operations vendor (Accenture) by providing guidance and direction on processes, handling critical issues, and ensuring operations are aligned with Enbridge Sustain goals.

Responsible for creation, maintenance, and communication of all processes for Sustain Customer Operations including billing, collections, service & maintenance, and sales lead handling.

Provide process expertise and formulate recommendations for new processes and process improvements to increase Qualified Leads and productivity. Collaborate with internal and external stakeholders to ensure all needs are met.

Develop and execute end user communications to support process changes.

Responsible for preparing and delivering training materials to support new process implementations, updates to process and agent empowerment initiatives.

Oversee Customer Care EV charger processes including customer sign up process and rate updates. Coordinate installation between Customer and Vendor.

Oversee customer onboarding processes by liaising with internal and external teams to ensure completion and positive customer experience. Provide inputs to digital team for automation of this process.

Support process adherence by proactive monitoring, communication, and agent coaching.

Develop, implement, and maintain customer communication tactics for various customer care and sales lead handling processes.

Support Customer Care supply chain activities including p.o. creation and updates, invoice coding and onboarding new suppliers for payment. Tracking and monitoring of actual spend vs. budget.

Assist with testing of new technologies when required.

Other duties as assigned.

 

Who You Are:

Required:

Post Secondary education in Communications, Business or Information Technology and 4-7 years of relevant work experience.

Excellent verbal and written communication with strong ability to communicate concisely.

Ability to work in a fast-paced environment with quick turn arounds

Analytical thinker with strong problem-solving skills and resourcefulness

Knowledge of CIS, telephony, knowledge base etc.

Excellent process improvement skills, ability to implement structured approaches for identifying efficiency and enhancing overall productivity

Ability to work in a manual environment while creating a framework to move information to a digital system.

Demonstrated ability to work on multiple tasks and shift priorities without loss of efficiency and effectiveness

Strong interpersonal skills to ensure effective management of relationships with all business groups

Team player, who can work independently to deliver results

 

Preferred:

Customer Care operations experience and / or familiarity with the HVAC industry

Communications, project management or change management experience

 

Working Conditions:

Requires some travel to 3rd party provider locations and customer sites. A valid Ontario G class Ontario driver’s license and maintenance of a responsible driving record is required.

 

Flex Work Clause

Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our team members. Enbridge’s Flex Work (Hybrid Work Model) offers eligible employees the opportunity to work variable daily schedules with a flexible start and end time, to opt for a compressed workweek schedule, and the option to work from home on Wednesdays and Fridays. Role requirements determine your eligibility for each option or combination of options. LI-Hybrid

Diversity and inclusion are important to us. Enbridge is an Equal Opportunity and Affirmative Action Employer. We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting careers@enbridge.com.

Information For Applicants:

Applications can be submitted via our online recruiting system only.We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.Final candidates for this position may be required to undergo a security screening, including a criminal records check.

To learn more about us, visit www.enbridge.com