Manager, Service Mgmt & Customer Service - Jobs in Rexdale, ON

Job Description

42982 - Rexdale - Regular - OngoingHydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.4 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.It’s an exciting time to join the team at Hydro One!The Manager, Service Management and Customer Service is accountable for all aspects of the customer experience for clients of Hydro One Telecomfrom Order to Cash including Order Entry, Service Delivery, Post Sale Support and Service Management.Timely and effective Order Entry and Service Delivery drive positive revenue impacts and reduced operational cost benefits for Hydro One Telecom and directly contributes to the results of the bi-annual Customer Satisfaction Survey.The Manager leads the business unit and it responsible for longer term strategies and near term tactics designed to improving the initial and post sale customer experiences as the liaison for all HOTI clients including HONI, Ontario Health, Public, Enterprise and Wholesale sector accounts.Post Sale service includes reporting, service trouble resolution as the advocate for the client within HOTI and creates a positive customer relationship intended to drive incremental revenues through upselling during customer engagement and improved customer satisfaction.Duties and Responsibilities:

• Responsible for the creation and execution of Hydro One Telecoms Customer Journey map and end-to-end Customer Experience.
• Designs and aligns all customer-facing functions that support the delivery, implementation, coordination and customer excellence functions.
• Accountable for the performance of the team responsible for timely and accurate Order Entry.
• Accountable for the performance of the Service Delivery team managing the technical implementation of customer orders and on-time, on-budget

and on-spec implementation including client engagement and communications on Service Delivery leading up to Order Completion and the initiation of service invoicing.

• Ensures the technical feasibility and implementation of all customer orders and service delivery (on-time, on-budget, on-spec) and the coordination of support and effort of other business units within HOTI and external vendors required to successfully deliver services to HOTI customers.
• Leads and manages a team responsible for an inbound Customer Service and Service Management operation with First Call Resolution objective as

well as delivering on customer SLA (Service Level Agreement) reporting, Customer Satisfaction and customer advocacy within Hydro One Telecom forall service issues implementing industry best practices and utilizing industry benchmarks for measuring and improving performance.

• Ensures the execution and completion of required actions related to Customer Service issue resolution including the engagement of internal

and external parties and customer communications required to successfully meet SLAs and exceed customer expectations.

• Creates, implements and communicates client service performance reports and SLA reporting requirements.
• Conducts monthly, quarterly and annual client performance reviews for key accounts.
• Executes outbound customer contact strategies to stimulate growth of New Client Acquisitions, New Product Portfolio Sales and growth of service revenues for existing customers.
• Establishes team goals, objectives, monitoring performance outcomes and implementing strategies and processes that positively benefit the customer experience, operating costs and revenue contribution.
• Provides support to the Director, Operations in the development and implementation of the Annual Business Plan and long term business strategy for HOTI and ensures that the Plan stays current, and monitors progress against the Plan.
• Develops and implements customer service processes and procedures where the customer is at the center of all business decisions and outcomes.

Qualifications:

• Bachelor's Degree in Business Administration, Economics or Science or equivalent work experience.
• 15+ years of successful customer service experience in telecommunications and service delivery including building and leading strong customer focused teams, driving customer satisfaction and being the customer liaison for all customer issues within the organization.
• A work history focused on IT networking related to commercial opportunities in the Enterprise, SMB, and Public Sector markets.
• Demonstrated experience managing teams with diverse accountabilities driving towards common goals and the ability to establish strong working

relationships, lead customer focused teams and increase performance leading to profitability in revenue gains and / or cost savings for the company

• Exceptional written and verbal communications with internal and external relationships including presentation skills
• Strong problem solving skills and exceptional negotiation, problem solving and analytical skills including the ability to create financial models focusing on profitability and ROI.
• Proficient in all aspects of Microsoft Office applications.
• Motivated, self-starter, goal oriented and takes ownership.
• Demonstrated skill in developing operational processes focusing on key performance indicators.
• Demonstrated experience managing engagements with vendors, partners and customers.
• High level of attention to detail

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2020.Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.Deadline: July 19 2021In the event you are experiencing difficulties applying to this job please consult our help page here.Job Segment: Service Manager, Telecom, Telecommunications, Manager, Customer Service, Technology, Management