Manager, Builder Delivery And Support

Enercare Inc. is one of Canada’s largest home and commercial services companies, providing leading products and services in heating, cooling, plumbing, electrical, water heating and water purification. Our purpose is to provide energy-efficient products and services to our customers, so together we can take action for a greener tomorrow, starting in our homes and buildings. We are a company that believes strongly in the health, safety and wellness of our people. Enercare is a place where careers are made. We take pride in caring for and continually striving to make a positive impact in the communities we operate in. In our values and our ambitions, we embrace change, and support our team members along the way. Nationally, Enercare Inc. operates under several brands including Enercare, Service Experts, HydroSolution, Pioneer Plumbing & Heating, and Syles Mechanical Services, servicing Canadians in Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. We are united through our joint commitment to excellent customer service to the Canadians we service every day, and our mission to contribute to a resilient, sustainable future. Enercare Inc. Is wholly owned by Brookfield Infrastructure Partners LP (“Brookfield”), a global leader in the management of alternative assets across real estate, infrastructure, renewable power, and private equity. Summary: The primary focus of this role will involve managing the team responsible for entering orders from builders, coordinating equipment delivery, updating systems to ensure accuracy and providing excellent customer service to Builders, Dealers and internal business partners. Responsibilities:

• Lead and supervise a team of 8-12 unionized clerical staff engaged in order entry, logistics and system updates ensuring accuracy and timeliness of equipment deliveries to builders and dealers.
• Review inventory levels and address discrepancies to ensure smooth deliveries and see that appropriate communications are issued to Builders and internal teams.
• Monitor and report on key performance indicators and develop strategies to improve performance as needed.
• Perform detailed investigations into complaints regarding equipment, billing and builder payments.
• Provide leadership with regular meetings, status updates, performance reports and recommendations for operational improvements.
• Accountable for answering inquiries from Builders, Contractors, Dealers or, internal employee’s and other business partners to assist explaining payments and resolving issues with zero abandonment rate, 95% quality rate, and AHT as per departmental targets.
• Manage and drive compliance within the team for all policies and procedures as specified by the company.
• Work with other internal departments on requests and issues as required.
• Update Builders, Contractors and Dealers payment details as required.
• Act as a courteous and friendly central point of contact for both internal and external customers
• Achieve defined productivity and performance measures on a consistent basis.
• Undertake special projects and assignments as required by management.
• Assist with filing of documents and other ad hoc administrative duties.
• Other duties as assigned by management.

Qualifications:

• Post-secondary education in Business or minimum 2 years work experience in a Customer Operations or similar role as required with formal training in Management
• Familiarity with union labour agreements and the ability to navigate union-related issues effectively
• Proven experience creating data-driven knowledge
• Experience with developing, maintaining, delivering and reporting of key performance indicators
• Customer focused with excellent interpersonal skills
• Ability to effectively use MS Office, Salesforce, GERS, Clarify
• Proven decision-making skills
• Strong organizational skills
• Must be capable of working well under pressure and understanding various business processes in relation to different products and services offered
• Flexibility to work after-hours when necessary especially during peak periods in this industry including month-end
• HVAC industry experience is desirable
• Must be extremely flexible to handle the different scenarios that can arise in dealing with customer payment issues and make the appropriate decisions accordingly
• Ability to maintain focus and work in a fast-paced, pressure filled team environment
• Ability to effectively resolve customer complaints to the satisfaction of both customer and the company
• Ability to work independently with minimal supervision

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.