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Enbridge Gas Inc. is a Customer Centric organization, and the Customer Care team is at the heart of it. Our organizational culture is driven by the needs of our customers. We strive to continuously focus on improving processes and simplify the customer experience.

We are looking for ambitious individual who could manage a team that strives to enhance our customer experience. Apply today, we'd love to hear from you! #joinourteam

We offer opportunities for growth, a competitive benefits and pension plan, and generous time off.

What You Will Do:

• Promote a working environment that exemplifies our corporate values of safety, integrity, respect, inclusion, and high performance while ensuring employees have the skills, training, equipment, and encouragement to produce a high level of excellent customer satisfaction at every point of customer contact.

• Working closely with Customer Care leadership, Integrated Management System (IMS) and Customer and Market Insights.

• Identify and implement improvements within Customer Care for simplifying service, improve customer satisfaction and support Customer Care targets. Responsible for working with Operations to identify root cause of billing issues related to field operations and coordinating process updates to prevent future occurrences.

• Assist with the prioritization and implementation of any system changes related to Customer Care.

• Support Customer Care with daily activities and serve as a Customer Care SME on projects. 

• Work with Regulatory to implement OEB mandated changes.

• Work with all areas of Customer Care Operations to assist with the implementation of process changes resulting from alignment or other process improvement initiatives, to support the improvement of the online customer experience, assist with the implementation of new self-service options to support call reduction targets.

• Maintain relationships with vendors to ensure service levels are achieved and overall service delivery follows our strategic goals.

Who You Are:

You will have the following education & experience:

• A University degree in Business or related with minimum 7 years of work-related experience. An equivalent combination of education, certification and experience will also be considered.

• Experience in process analysis and process improvement including leadership of a significant process change initiative.

• Experience in Call Centre or back office management.

• Experience in writing complex business requirements for process/system improvements.

• Familiarity with SAP or other Enterprise Management solutions.

• Experience with large system improvement initiatives – project management and leadership.

• Demonstrated ability to develop and implement efficiency strategies.

• Ability to promote teamwork and proactively work with a wide variety of internal/external groups to deliver process change and projects.

• Strong attention to detail to ensure we maintain service delivery.

Preferred:

• Knowledge of Ontario energy market (gas/electricity) and customer policies/rules/requirements.

• Knowledge of Customer Care functions, processes and policies preferred.

• 5+ years experience working with SAP in customer service delivery capacity.

• Familiarity with Ontario regulatory environment.

• People leadership.

Working Conditions:

• Ability to travel regularly (10%-15%) to other Enbridge offices.

Flex-Work:

Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our employees. Enbridge’s FlexWork (Hybrid Work Model) offers eligible employees the opportunity to work variable daily schedules with a flexible start and end time, to opt for a compressed workweek schedule, and the option to work from home on Wednesdays and Fridays. Role requirements determine your eligibility for each option or combination of options. #LI-Hybrid

Diversity and inclusion are important to us. Enbridge is an Equal Opportunity and Affirmative Action Employer. We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting careers@enbridge.com.

Information For Applicants:

• Applications can be submitted via our online recruiting system only.
• We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.
• Final candidates for this position may be required to undergo a security screening, including a criminal records check.

To learn more about us, visit www.enbridge.com