Job Description

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 embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization. Join us with an open mind on the future of work!

Summary:

As the liaison between Enercare and a 3rd party vendor, you will own the vendor relationship and your primary objectives will be to maximize Revenue, Quality, and Customer Experience, critical to the Contact Center’s success. You will work cross functionally with internal business units including but not limited to, Billing Operations, Revenue Assurance, Back Office Operations, Other Call Centre Teams and Executive Leadership. This role will require billing, revenue assurance, quality/training improvement skills and organizational agility in the fast-paced Contact Centre environment. You will be an instrumental member of the operations team, which is dedicated to delivering excellence to our Enercare customers and driving Enercare’s revenue streams.

Role Responsibilities:

• Responsible for managing relationships with one or more vendor locations, including developing new relationships, implementing new billing and payments front office processes, managing day to day vendor interactions, and handling or directing escalations
• Manage vendor to achieve/exceed performance targets and efficiencies
• Responsible for reporting and analyzing daily, weekly and monthly Contact Center results, utilizing tools such as Scorecards as well as internal reporting to act as a champion to proactively identify and address areas of opportunity that support business objectives to drive a positive customer sales experience
• Manage strategic relationships internally with entities including, Billing Operations, Sales, Marketing, Sales Support, Project Management, Analytics, and Quality
• Think critically and make data driven decisions on how to maximize our Revenue by overseeing the monitoring and correction of billing and payment transactions
• Coordinate and allocate tasks and resources to ensure general operations run smoothly with vendors and sub-departments within Enercare
• Frequent travel (Domestic and Internationally) to onsite vendor locations & Enercare head office for monthly, quarterly, and yearly business reviews.
• Perform other related duties and participate in projects and initiatives as required
• As the leader of a newly formed vendor team, continually identify and drive improvements in related to revenue assurance, agent processes and quality
• Work closely with internal billing and payment operations teams to collaborate on key business objectives, drive operational efficiency and excellence in customer experience
• Oversight and process development of return mail and bounce back processing to drive down operational costs and ensure customers are receiving communications
• Perform analysis and drive enhancements to processes related to data quality within our systems

Requirements:

• Bachelor’s degree or equivalent work experience required
• Ability to travel is required
• Related work experience in billing and payment operations and vendor management
• Ability to communicate effectively with a wide range of personalities, from front line agents, to senior executive personnel, internally and at our vendors and partners
• Experience with standing up a new vendor site
• Ability to analyze revenue and transaction exception reporting to triage and identify opportunities for enhancement and create corrective or enhancement action plan
• Ability to understand data structure of systems and how data quality impacts system exceptions and the customer experience
• Excellent communications skills with ability to build and maintain effective working relationships
• Detail oriented with strong follow through with the ability to organize and prioritize multiple projects
• Structured thinker with strong attention to detail
• Highly organized with focus on execution, problem solving, and improving processes
• Works well under pressure and easily adapts to changes in priorities
• Can work with limited supervision and is self-motivated and proven ability to take person responsibility and accountability
• Ability to think critically and adapt quickly in a flexible environment
• Ability to travel offshore vendor locations as needed to successfully perform position responsibilities
• Ability to maintain confidentiality of information handled
• Ability to be flexible with schedule and work under high pressure in a complex environment
• Strong computer skills, with an emphasis on Microsoft Word, Excel, and PowerPoint
• Experience with business transformation projects and asset

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

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