Discover
The Opportunity
We are currently hiring for one (1) regular full-time Manager of Customer Care in the Corporate Services Department.
As the Manager of Customer Care, you will be responsible for customer service delivery, including:
- management of customer contact within a multi- channel environment; this includes 300-350 calls a day with 25 employees
- analysis of customer feedback for continual improvement for Halifax Water as an organization
- establishing corporate customer satisfaction strategy to include standards, goals and objectives
- coordination of business processes in the area of customer service with a focus on service and process improvement
- ongoing analysis of functional requirements and alignment of resources required to fulfill all contact Service Levels (telephony, email, complaint) for Customers.
- expert level knowledge of Workforce Management and contact forecasting practices knowledge and methodology.
- Customer Portal Management, complex telephony platform, CMMS and SAP
- managing all Collection activity for Halifax Water
- 3rd party Vendor Relationship Management and Contract negotiation to include Telus, Answer 365, Payments, new collection partner, DRO as well as internal Stakeholders
What you'll need
Qualifications
To do this job, you need:
- ·Post-secondary education - a degree in Business Administration, Commerce, Accounting, or a related field.
- ·Must have at least 7-10 years of experience in a Customer Care/Relationship Management/Call Centre (In and outbound) at a managerial level.
This job is a non-union role; you can find the job description and benefits to working at Halifax Water on the Halifax Water website Work for Halifax Water | Halifax Water
Halifax Water Is An Equal Opportunity Employer. This means:
- Our is to be a diverse workforce that is representative of the community we serve, at all job levels. Halifax Water believes a diverse workforce positively contributes to its success, and the success of our community.
- We encourage applications from qualified African Nova Scotians, LGBTQ+ community, racially visible persons, women in non-traditional positions, persons with disabilities and Indigenous persons. You are encourages applicants to self-identify in the cover letter.
How to apply:
Application Deadline is 12 noon on April 22, 2024
Thank you for applying for a job with us. We will contact you only if we choose you for an interview.
If offered the job:
- You may need to complete a practical test.
- You will need to successfully pass a background check.
- You may need to successfully pass other pre-employment testing, which could include a satisfactory drivers abstract and a satisfactory drug and alcohol test.
We're looking for
Core Skills
Look for yourself
Photo Gallery
A little bit about us
Halifax Water
As Atlantic Canada's Largest Water Utility, our purpose is to supply and safeguard sustainable, high-quality water services.
Everything we do at Halifax Water is tied to our purpose. With employees who are dedicated to supplying high-quality services for water, wastewater, and stormwater, through a 'One Team One Water' attitude, we can meet the challenges of a growing population, aging infrastructure, and increasing regulatory compliance.
Halifax Water employees strive to be stewards of our environment and are fueled by a passion to serve our communities. Employee commitment and dedication of service mean a great deal to our customers, stakeholders, and to Halifax Water.
As an employee, Halifax Water is proud to offer you:
- Pension & Benefits: We invest in our employees. As a member of our team, you will have access to a competitive benefits package, including health insurance, retirement plans, long-term disability, paid holidays, vacation, sick leave, fitness incentives and much more. Learn more about the benefits of working at Halifax Water on our website; HalifaxWater.ca
- Diversity, Equity, and Inclusion: We continually foster a more diverse workforce representative of our communities at all job levels. We know that a diverse workforce positively contributes to our success and the success of our community.
- Career & Professional Development: We encourage job development opportunities for all employees, including on-the-job training, tuition assistance, eLearning courses, classroom-based training, and more.
We are committed to providing a safe and hazard-free work environment. Our employees' health and well-being are a top priority, and we promote a safety-first culture to provide daily healthy, safe, sustainable, and reliable services. We take this responsibility seriously and feel immense pride in reaching beyond industry service standards.
As a public service utility operating critical infrastructure on behalf of our customers, our employees are trained in Emergency Measures Operations (EMO) and Incident Command System (ICS). This type of training allows Halifax Water to respond to all emergencies, from simple water main breaks to keeping customer water flowing (water, wastewater, and stormwater) through Hurricanes and other major natural events.
To learn more about What We Do, visit Halifax Water .