Energy Management Consultant (HVAC Sales) - Ottawa Job Description Posted Tuesday, July 16, 2024 at 4:00 AM Proudly Canadian-owned, Enercare is committed to providing the best services, solutions, and advice to make customers' 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. Energy Management Consultant (HVAC Sales) - Ottawa This position is home-based and involves in-home sales of furnaces, air conditioners, and IAQ products. Accountabilities: Build long-term customer relationships. Work effectively with all other channels. Deliver customer-based utilization services for equipment selection, sizing, quoting, and ensuring professional installation while providing excellent customer service. Conduct canvassing and selling to new and existing customers. Manage and resolve customer concerns and issues, self-generate business, and grow the market. Qualifications: Undergraduate degree in Business Administration or equivalent working experience. 3-5 years of experience in a sales role. Industry knowledge in a sales capacity is an asset. Preferred HRAI Certification for HVAC programs and designs. Proven results in delivering performance objectives and sales targets (meeting or exceeding goals). Exceptional communication and interpersonal skills to build long-term customer relationships. In-home sales experience is preferred. Ability to work flexible hours, including some evenings and weekends. 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. #J-18808-Ljbffr
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: This position reports to Senior Legal Counsel, Litigation and Dispute Resolution. The legal department works closely with and provides both legal and business/operational support to all the business groups and corporate functions within the organization. The work is varied, interesting and involves a wide range of legal issues. This is a great opportunity with an organization that continues to grow. You will have a broad range of work with the ability to deal directly with various business groups and outside counsel.
Responsibilities: Represent the company in Small Claims and Superior Court matters (including in property damage claims, employment law matters, and collections) Advise on consumer protection legislation Keep abreast of legislative changes and industry trends Coordinate with Enercare's customer service team to investigate and resolve consumer disputes Conduct or work with the Human Resources team on workplace investigations Provide research support to the Legal department, including on employment law issues, privacy law issues and other legal matters as they arise Support compliance with internal policies, develop and deliver compliance training programs, and advise on governance matters Provide support on other corporate and commercial matters handled by the legal department, including procurement, marketing, IT, regulatory, policy, mergers & acquisitions, financings and other similar matters as they arise
Qualifications: The ideal candidate will have 1-3 years of legal practice experience gained at a major firm or corporation Experience with litigation is required Experience with consumer protection law and/or consumer-facing business advice is an asset Excellent problem-solving skills, drafting skills, analytical skills and business acumen Ability to think strategically and pragmatically and be able to work with a close-knit team. Membership in the Law Society of Ontario in good standing LL.B or JD degree
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.
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:
The Customer Support Operations Manager is responsible for overseeing daily operations and managing a team of unionized clerks to ensure efficiency, productivity, and compliance with company policies and union agreements. This role requires strong leadership, operational expertise and the ability to foster positive relations while meeting organizational goals.
Responsibilities:
Operational Management Oversee day-to-day operations, ensuring tasks are completed on time and according to established standards Monitor workflow, identify bottlenecks and implement process improvements to enhance efficiency Ensure compliance with operational policies, safety regulations and union agreements
Team Leadership Supervise, mentor and evaluate the performance of unionized clerks Ensure proper staffing levels and manage schedules to meet operational demands Handle performance management, coaching and development of team members
Labour Relations & Compliance Maintain positive relationships with union representatives and ensure compliance with collective bargaining agreements Participate in grievance handling and resolution processes Ensure fair and consistent application of company policies and disciplinary procedures
Reporting & Data Management Track and analyze key operational metrics (e.g. productivity, attendance and quality) Prepare reports for senior management and recommend operational improvements based on data insights Prepare and investigate payments
Continuous Improvement Drive continuous improvement initiatives to enhance operational performance Collaborate with other departments to streamline processes and implement best practices
Qualifications:
Education: Bachelor's degree in Business Administration, Operations Management or related field preferred Experience: 5+ years of experience in operations management, preferably in a unionized environment Strong understanding of labour relations and collective bargaining agreements Proven leadership and team management skills Proficiency in data analysis and reporting tools (MS Excel, MS Access, ) Excellent communication, conflict resolution and organizational skills
Working Environment:
Fast-paced operational environment May require occasional overtime and weekend work to meet operational demands Frequent interaction with union representatives and various departments
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.
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 Vendor Manager plays a pivotal role in overseeing and managing vendor relationships within the contact center environment. This individual is responsible for driving sales, enhancing service delivery, managing billing processes, facilitating moves, and fostering customer retention and loyalty. They are accountable for achieving expense, unit, and revenue targets while maintaining high-quality service standards, as measured by Service Level Agreements (SLAs) and Net Promoter Scores (NPS).
The Vendor Manager's primarily focuses on overseeing vendor relationships within a specified scope of 200-500 seats, with accountability for revenue and expenses. S/he would independently manage billing processes, moves, and retention initiatives while championing service excellence. His or her skill development emphasizes expertise in sales, customer service, and financial acumen.
Responsibilities: Cultivate and maintain strong relationships with external vendors providing services to the contact center Collaborate with vendors to align strategies and goals with Enercare's objectives Monitor vendor performance and address any issues or concerns in a timely manner Develop strategies to optimize sales performance within the contact center environment Implement initiatives to enhance service quality and customer satisfaction. Work closely with sales and service teams to ensure alignment with organizational goals and objectives. Oversee billing processes to ensure accuracy and timeliness. Coordinate moves and changes within the contact center, ensuring minimal disruption to operations. Streamline billing and moves procedures to improve efficiency and customer experience. Develop and implement retention strategies to enhance customer loyalty. Analyze customer feedback and data to identify opportunities for improvement. Collaborate with cross-functional teams to execute loyalty programs and initiatives. Set and monitor expense, unit, and revenue targets for the contact center. Identify cost-saving opportunities and operational efficiencies. Track and report financial performance metrics to senior management. Establish and monitor Service Level Agreements (SLAs) to ensure service excellence. Track and analyze Net Promoter Scores (NPS) to measure customer satisfaction. Implement strategies to improve quality of service based on performance metrics.
Qualifications: Ability to communicate effectively with internal teams, external vendors, and senior management. Proficiency in analyzing data and identifying trends to drive decision-making and performance improvement. Demonstrated leadership qualities with the ability to motivate and inspire teams to achieve goals. Experience in managing vendor relationships and optimizing vendor performance. Understanding of financial principles and the ability to manage budgets and financial targets effectively. Commitment to delivering exceptional customer service and driving customer satisfaction and loyalty. Aptitude for identifying issues, developing solutions, and implementing process improvements. Track record of achieving targets and delivering results in a fast-paced, dynamic environment. Ability to adapt to changing priorities and business needs while maintaining focus on key objectives. Strong teamwork and collaboration skills, with the ability to work cross-functionally to achieve common goals.
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.
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 Senior Process Analyst is responsible for analyzing current business processes to identify areas for improvement and developing and implementing optimized processes to enhance efficiency and productivity. They are responsible for identifying inefficiencies, bottlenecks and areas for improvement in the existing business processes. This involves thoroughly analyzing the current processes and identifying opportunities for optimization. As a Senior Process Analyst, the incumbent will work closely with resources within Operations and IT on strategic initiatives to define scope, facilitate business requirements and process documentation to effectively design and implement solutions and operating models. The responsibilities of the Senior business process analysts also involve conducting process audits and performance assessments to ensure the processes are effective. They also provide training and support to the team members with regard to the new technologies.
Responsibilities: Analyzing current business processes, workflows and procedures to identify areas for improvement. Facilitating meetings with organisational leadership and organising presentations as required Managing stakeholder relationships Providing leadership to teams and collaborating with senior management to manage resources Supporting the implementation of business solutions and analysing the benefits of those solutions Developing and implementing optimised processes and procedures to enhance efficiency, productivity and customer satisfaction. Able to learn and map based on developed expertise vs constantly relying on the SMEs. Ensure that analysis for all processes include people, systems and customer flows. Understand how to drive discussions with a decision based model Collaborating with stakeholders to design and execute process improvement initiatives aligned with organizational goals. Collaborate with stakeholders to understand business objectives, processes, and requirements, and translate them into clear and concise user stories, use cases, and functional specifications Conduct gap analysis to identify discrepancies between current state and desired future state; recommend process improvements using methodologies grounded in friction reduction, waste/lean efficiency or process optimization workflows, and work with stakeholders to develop solutions to address business needs and requirements Present process improvement points of view to stakeholders for decision alignment. Monitoring and evaluating the effectiveness of implemented process changes, measuring key performance indicators and making necessary adjustments for continuous improvement. Stay updated on industry trends, emerging technologies and process improvement methodologies. Conduct a thorough data analysis and process mapping to identify obstacles, inefficiencies and opportunities for improvement. Develop and implement relevant processes and technologies to optimise the organisation's internal operations. Assist in the development and implementation of new business processes and systems Collaborate with cross-functional teams to implement process changes, ensuring smooth transitions and minimal disruption to operations. Communicate with shareholders and stakeholders to ensure alignment on proposed changes. Monitor process audits and evaluate the effectiveness of implemented process changes, gathering feedback and making necessary adjustments. Create process documentation and guidelines, including standard operating procedures and workflow diagrams. Provide training and support to team members on new processes and best practices.
Requirements: BBA or equivalent post-secondary education 10+ years of experience in business process analysis and mapping or a related role supporting a contact centre/customer service environment. Proven ability 5+ years in process re-engineering, process mapping and customer journey mapping. PMP certification Utility Experience Strong analytical and problem-solving skills. Proficiency in process mapping and analysis tools and software (e.g., Visio, Excel, SQL, Tableau). Experience with process modeling and improvement methodologies (e.g., Six Sigma, Lean). Self-starter with strong interpersonal and conflict resolution skills Excellent written and oral communications skills Ability to quickly form relationships and interact effectively in a complex environment Strong desire to understand operations and root causes of issues Strong ability to multi task and work under tight timelines Strong organizational and time-management skills Strong presentation skills Ability to understand financial impacts and back-end billing environments Ability to prioritize deliverables and work with various people in all levels, including customers, to achieve personal and team objectives Flexibility to adapt to changing priorities Strong analytical experience Able to manage the demands, requirements and organization of a project Extensive experience handling multiple billing systems and exceptions management Superior working knowledge of Microsoft Applications such as Excel and Access Power BI, Advanced Excel
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.
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.
Responsibilities: Instructional Design & Development: Develop, design, and deliver high-quality training materials, including but not limited to: instructor-led training (ILT), e-learning modules, job aids, reference guides, and coaching guides. Utilize Adult Learning principles and best practices, such as ADDIE, to create engaging and effective learning experiences. Leverage technology effectively, including Learning Management Systems (LMS), authoring tools (e.g., Articulate Storyline), and video editing software. Performance Management & Coaching: Analyze call quality data, identify top errors and trends within the Call Centre area. Identify top call drivers and their impact on customer satisfaction and business outcomes. Develop and implement strategies to address identified performance gaps. Conduct call audits and provide constructive feedback to agents on their performance, identifying areas for improvement. Coach agents on areas of weakness and provide support for their professional development. Operations & Stakeholder Collaboration: Gathering input from Operations teams to ensure training materials and programs align with business objectives. Understanding business needs and identifying training opportunities. Vendor Collaboration: Collaborate closely with vendor managers to monitor and analyze agent performance data. Partner with vendors to ensure the successful onboarding and training of new hires. Address performance concerns and implement corrective action plans in collaboration with vendors. Training Delivery & Facilitation: Facilitate engaging and impactful training sessions for new hires and existing agents. Creating and delivering training content for vendor locations. Facilitating "train-the-trainer" sessions for vendor supervisors. Working closely with vendor managers to monitor and analyze agent performance. Conduct Train-the-Trainer sessions to equip supervisors and team leads with the necessary skills to effectively coach and develop their teams. Deliver blended learning solutions that effectively combine classroom instruction, online learning, and on-the-job training. Continuous Improvement: Stay abreast of industry best practices, emerging learning technologies, and industry trends. Continuously evaluate the effectiveness of training programs and recommend improvements based on data analysis and stakeholder feedback. Administrative Support: Maintain accurate records of training activities, participant attendance, and training materials. Utilize the Learning Management System (LMS) to upload training materials, track learner progress, and generate reports. The role will need travel - 25% of time.
Qualifications: 5+ years of experience in a training or instructional design role, with a strong preference for experience in the customer service industry. Proven experience in facilitating engaging and effective training sessions for adult learners. Strong understanding of adult learning principles and instructional design methodologies (e.g., ADDIE). Proficiency in using a Learning Management System (LMS). Experience with authoring tools (e.g., Articulate Storyline) is a strong asset. Excellent written and verbal communication, presentation, and interpersonal skills. Strong analytical and problem-solving skills. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). Experience with CRM systems is a plus. Strong attention to detail and organizational skills. Ability to work independently and as part of a team.
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.
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:
The Customer Support Operations Manager is responsible for overseeing daily operations and managing a team of unionized clerks to ensure efficiency, productivity, and compliance with company policies and union agreements. This role requires strong leadership, operational expertise and the ability to foster positive relations while meeting organizational goals.
Responsibilities:
Operational Management Oversee day-to-day operations, ensuring tasks are completed on time and according to established standards Monitor workflow, identify bottlenecks and implement process improvements to enhance efficiency Ensure compliance with operational policies, safety regulations and union agreements
Team Leadership Supervise, mentor and evaluate the performance of unionized clerks Ensure proper staffing levels and manage schedules to meet operational demands Handle performance management, coaching and development of team members
Labour Relations & Compliance Maintain positive relationships with union representatives and ensure compliance with collective bargaining agreements Participate in grievance handling and resolution processes Ensure fair and consistent application of company policies and disciplinary procedures
Reporting & Data Management Track and analyze key operational metrics (e.g. productivity, attendance and quality) Prepare reports for senior management and recommend operational improvements based on data insights Prepare and investigate payments
Continuous Improvement Drive continuous improvement initiatives to enhance operational performance Collaborate with other departments to streamline processes and implement best practices
Qualifications:
Education: Bachelor’s degree in Business Administration, Operations Management or related field preferred Experience: 5+ years of experience in operations management, preferably in a unionized environment Strong understanding of labour relations and collective bargaining agreements Proven leadership and team management skills Proficiency in data analysis and reporting tools (MS Excel, MS Access, Salesforce.com) Excellent communication, conflict resolution and organizational skills
Working Environment:
Fast-paced operational environment May require occasional overtime and weekend work to meet operational demands Frequent interaction with union representatives and various departments
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.
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.
Responsibilities: Instructional Design & Development: Develop, design, and deliver high-quality training materials, including but not limited to: instructor-led training (ILT), e-learning modules, job aids, reference guides, and coaching guides. Utilize Adult Learning principles and best practices, such as ADDIE, to create engaging and effective learning experiences. Leverage technology effectively, including Learning Management Systems (LMS), authoring tools (e.g., Articulate Storyline), and video editing software. Performance Management & Coaching: Analyze call quality data, identify top errors and trends within the Call Centre area. Identify top call drivers and their impact on customer satisfaction and business outcomes. Develop and implement strategies to address identified performance gaps. Conduct call audits and provide constructive feedback to agents on their performance, identifying areas for improvement. Coach agents on areas of weakness and provide support for their professional development. Operations & Stakeholder Collaboration: Gathering input from Operations teams to ensure training materials and programs align with business objectives. Understanding business needs and identifying training opportunities. Vendor Collaboration: Collaborate closely with vendor managers to monitor and analyze agent performance data. Partner with vendors to ensure the successful onboarding and training of new hires. Address performance concerns and implement corrective action plans in collaboration with vendors. Training Delivery & Facilitation: Facilitate engaging and impactful training sessions for new hires and existing agents. Creating and delivering training content for vendor locations. Facilitating "train-the-trainer" sessions for vendor supervisors. Working closely with vendor managers to monitor and analyze agent performance. Conduct Train-the-Trainer sessions to equip supervisors and team leads with the necessary skills to effectively coach and develop their teams. Deliver blended learning solutions that effectively combine classroom instruction, online learning, and on-the-job training. Continuous Improvement: Stay abreast of industry best practices, emerging learning technologies, and industry trends. Continuously evaluate the effectiveness of training programs and recommend improvements based on data analysis and stakeholder feedback. Administrative Support: Maintain accurate records of training activities, participant attendance, and training materials. Utilize the Learning Management System (LMS) to upload training materials, track learner progress, and generate reports. The role will need travel – 25% of time.
Qualifications: 5+ years of experience in a training or instructional design role, with a strong preference for experience in the customer service industry. Proven experience in facilitating engaging and effective training sessions for adult learners. Strong understanding of adult learning principles and instructional design methodologies (e.g., ADDIE). Proficiency in using a Learning Management System (LMS). Experience with authoring tools (e.g., Articulate Storyline) is a strong asset. Excellent written and verbal communication, presentation, and interpersonal skills. Strong analytical and problem-solving skills. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). Experience with CRM systems is a plus. Strong attention to detail and organizational skills. Ability to work independently and as part of a team.
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.
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: This position reports to Senior Legal Counsel, Litigation and Dispute Resolution. The legal department works closely with and provides both legal and business/operational support to all the business groups and corporate functions within the organization. The work is varied, interesting and involves a wide range of legal issues. This is a great opportunity with an organization that continues to grow. You will have a broad range of work with the ability to deal directly with various business groups and outside counsel. Responsibilities: Represent the company in Small Claims and Superior Court matters (including in property damage claims, employment law matters, and collections) Advise on consumer protection legislation Keep abreast of legislative changes and industry trends Coordinate with Enercare’s customer service team to investigate and resolve consumer disputes Conduct or work with the Human Resources team on workplace investigations Provide research support to the Legal department, including on employment law issues, privacy law issues and other legal matters as they arise Support compliance with internal policies, develop and deliver compliance training programs, and advise on governance matters Provide support on other corporate and commercial matters handled by the legal department, including procurement, marketing, IT, regulatory, policy, mergers & acquisitions, financings and other similar matters as they arise Qualifications: The ideal candidate will have 1-3 years of legal practice experience gained at a major firm or corporation Experience with litigation is required Experience with consumer protection law and/or consumer-facing business advice is an asset Excellent problem-solving skills, drafting skills, analytical skills and business acumen Ability to think strategically and pragmatically and be able to work with a close-knit team. Membership in the Law Society of Ontario in good standing LL.B or JD degree 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.
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! Position Summary The Client Success Manager role develops strong, positive, business to business relationships with assigned clients. This is achieved through maintaining close client contact, understanding the client’s needs, their strategic direction, and collaborating within Enercare to provide cross departmental support on client focused solutions. Success in this role requires excellent client service through proactive communication, facilitation of client requests, and working across Enercare to resolve inquires. The Client Success Management team acts as first point of contact for general inquires such as billing, service, and new opportunities etc. for Builders, Property Managers, and Commercial Customers. Accountabilities: Client Relationship Management Serve as the primary liaison for assigned accounts, ensuring client needs are met effectively and promptly. Develop deep understanding of client goals, challenges and industry trends to provide tailored solutions. Following up with clients on a monthly or quarterly basis to gauge satisfaction and assist as needed. Attend client meetings by request to represent Enercare. Provide education on Enercare or client programs. Account Growth and Retention Identify upselling and cross-selling opportunities to expand the portfolio of products and services. Collaborate with sales, marketing and product teams to present value-driven solutions that address client needs. Proactively address potential risks or challenges to ensure high client retention and satisfaction. Propose and recommend proactive retention strategies & devise processes for managing key accounts such as Property Managers, Condo Board, Community Housing and Landlord. Onboarding and Implementation Oversee onboarding processes for new accounts, ensuring smooth implementation of products and services. Provide training, resources and best practices to help clients maximize the value of their investments. Performance Monitoring and Reporting Track and analyze account performance metrics, delivering updates to clients on progress toward goals. Provide tailored reports, and value-added programs for the Client as required, with support from cross functional teams at Enercare. Create custom reports and dashboards to identify areas for improvement. Provide ongoing competitive analysis to ensure identification of changing market condition. Cross-functional Collaboration Act as the voice of the client internally and providing feedback to the operation teams. Partner with support and technical teams to resolve client issues quickly and efficiently. Relay billing programs tailored to diverse audiences including Developers, Builders, Property Managers, and other stakeholders, both internal and external Client Advocacy and Success Planning Develop client success plans that outline measurable goals, milestones and strategies for long-term success. Advocate for clients’ needs during internal discussions and roadmap planning. Support Enercare in the development and execution of account growth strategies. Participate in special projects, initiatives, sales calls, and other opportunities, as assigned. Qualifications: This position requires an outgoing, highly motivated, service-oriented self-starter with: Enercare or utility billing experience preferred University/College preferred or equivalent work experience in related field Minimum of 5 years’ experience in a customer service role with a business-to-business focus Effective executive presence: Comfortable dealing with clients and internal groups or roles at all organizational levels Excellent written and verbal skills Ability to prioritize, solve, and where appropriate, escalate challenges or opportunities Strong decision making and analytical skills Basic knowledge of utility billing and HVAC Industry is an asset Proficiency with MS Office, specifically Word, Excel, and PowerPoint Exposure with CRM databases (Salesforce.com etc.) Utilize influential and negotiation skills and build effective relationships Ability to manage conflict 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.
