Customer Relations Specialist

Enercare - Birchmount, 7400 BIRCHMOUNT RD, Markham, Ontario, Canada Req #1754
July 4, 2022
Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be.  With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces.  We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers. 

Come and join one of North America's largest home and commercial services and energy solutions companies!   We offer comprehensive benefits, a DC Pension Plan and savings match plan.  If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.   

Enercare has recently introduced a hybrid working environment pilot for most office-based roles, providing the benefits of in-person connection and collaboration with increased balance and flexibility.  Under the current pilot that runs to the end of summer, applicable employees work in the office two days per week, and work from home three days.  Join Enercare and take this journey with us that we’ll use to learn and shape the future hybrid model.
Role: Customer Relations Specialist 
Status: Full Time Permanent
Department: Customer Operations, EHCS 
Reports to: Manager, Executive Escalation Team 
Location: Birchmount (Markham)

Hours: FT Rotational Shift (Must be flexible and able to work scheduled shift within operational hours of 8:30am – 10:00pm, Sunday to Saturday).  

Please note this position requires rotating coverage for 2 evening shifts (1pm-9pm) on Wednesday and Friday – days subject to change depending on business needs

As Customer Relations Specialist, you will be primarily responsible for managing customer account inquiries and disputes; using your problem-solving skills and customer centric focus you will approach each case with the goal to turn every customer experience into a positive one that will enhance customer relationships. You will create and retain customer loyalty by establishing rapport with escalated customer's while liaising with different internal groups to assist in resolving the customer’s dispute in a timely and equally satisfactory manner.

Responsibilities: 

Serve as the main point of contact for a customer and address all their questions and concerns  
Represent the Enercare brand with best-in-class customer experience, helping customers with their disputes through their preferred method of communication whether through email, phone, face to face or social media
Resolve customer disputes that flow in through a variety of channels including Executives, Legal, Regulatory, Media, Internal business partners, Vendors and Customers
Investigate and solve customer disputes that may be complex, or long-standing and already reviewed by other business units without coming to a final resolution
Address all concerns or disputes a customer may have, working with business unit partners, legal team or leadership (including executive) team to resolve them
Process all in scope transactions required to resolve a customer dispute, issuing customer refund, goodwill credit, buyout transactions, retrieval of contracts or other documents
Maintain accurate records of discussions/correspondence with customers and actions taken to resolve dispute
Work with internal Call Centre partners, as well as 3rd party service providers, to complete escalated (Customer Care) customer requests/inquiries. 
Provide input and recommendations into the development of process, procedures, policies and standards within the team and organization to improve customer experience
Assist in the management of all Executive Escalation Team mailboxes
Assist with Appliance queue inquiries and escalations, as required
Assist with social media platform monitoring and responses, as required
Participate in team Meetings and engage/influence peers positively
All other duties/task assigned by manager

Qualifications: 

3 + years of call center experience or similar customer facing role dealing with escalated customers
Excellent written and verbal communication skills
Comfortable liaising with different levels of organizational management; up to, and including, Senior Leadership
A self-starter with strong attention to detail and a focus on meeting deadlines
Ability to prioritize, critically analyze, solve, and where appropriate, escalate issues
Strong decision-making and analytical skills
Excellent time management and organizational skills 
Demonstrated ability to influence others without direct authority
Communicates information timely and effectively, providing clarity and direction

Enercare’s recruitment process includes accommodation for applicants with disabilities.  All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

Other details

  • Pay Type Salary
  • Employment Indicator Seasonal
Location on Google Maps
  • Enercare - Birchmount, 7400 BIRCHMOUNT RD, Markham, Ontario, Canada