Job Title: Customer Service Supervisor
Location: Halifax, NS
Employment Type: Regular, Full Time
Closing Date: April 1, 2025
Overview:
The Customer Service Supervisor is responsible for leading a team to deliver exceptional support, managing day-to-day operations and resolving escalated issues to maintain high levels of customer satisfaction.
Key Responsibilities
- Oversee the daily activity and workload of Service Coordinators setting clear expectations and monitoring performance;
- Monitor Call Center ensuring clear communication to address concerns, resolve issues and drive continuous improvement;
- Develop and oversee the Customer Maintenance Program;
- Serve as a primary point of contact for contactors, providing guidance on compliance requirements;
- Calculate and implement lease buyouts and transfers ensuring lease conditions are met and all applicable laws by municipality, state or province are followed;
- Lead the resolution of customer escalations by investigating issues, identifying root causes and implementing effective solutions to ensure customer satisfaction;
- Oversee the accuracy and integrity of the master customer listing by regularly updating and verifying customer information.
Who We Are Looking For
We are excited for you to bring your unique perspective and insight to the conversations that help shape an Emera subsidiary operating business. You are keen to display your broad managerial skills with a small team that will be responsible for all facets of customer service.
You are an excellent communicator and relationship-builder; collaboration is your specialty. You are agile and able to balance several priorities and shift your thinking. You are keenly interested in broadening your view of the business, and not afraid to question the status quo.
Relevant Qualifications
To thrive in this role, you recognize yourself in most of the following competencies and skills listed below:
- A bachelor's degree in a related field and/or three to five years' experience in a managerial position;
- A strong understanding of the HVAC, Electrical and Plumbing industries;
- An understanding of customer needs and a commitment to providing exceptional customer service;
- Ability to thrive in a dynamic environment and adjust to changes in customer needs, business requirements and industry trends;
- Strong decision-making ability and ability to focus on and impact results;
- Advanced proficiency in computer systems and digital technologies;
- Strong communication and presentation skills;
- The ability to work independently with minimal supervision while effectively collaborating as part of a high-performance team;
- Robust commercial acumen, encompassing advanced negotiation techniques and comprehensive contact administration expertise.
We understand that experience comes in many forms, and we are dedicated to adding new perspectives to the team. So, if your experience is close to what we have listed above, please consider applying.
Diversity, Equity, and Inclusion at Emera: At Emera we value diversity, equity, and inclusion. We strongly encourage applications from all qualified candidates, including persons who identify as racially visible, Indigenous, persons with disabilities, women in underrepresented roles and members of the 2SLGBTQ+ community. Applicants from these equity groups may self-identify through the online application process. Emera supports candidates and employees with access and accommodation needs.
Recruitment and Promotion Policy: When filling vacant positions, we are determined to hire the best candidates available. We are committed to providing employees with a fair and equal opportunity to compete for jobs. Hiring and promotion of employees is based on skills, capabilities, knowledge and demonstrated abilities.