Customer Service Manager

What We Offer

• Employer Paid Benefits Package
• Training and Educational Reimbursement Programs
• Professional Development & Career Opportunities
• Wellness Resources & Healthy Lifestyle Incentives
• Employee and Family Assistance Program
• Opportunities for Community Involvement

What You Will Do:

The Manager, Customer Service, provides leadership and operational oversight of customer-facing functions at GrandBridge Energy. This role ensures high standards of service delivery, regulatory compliance, and strategic alignment with corporate goals. Responsible for staff development, customer experience, and cross-departmental collaboration, the Manager plays a vital role in enhancing customer satisfaction and ensuring effective service and collections processes.

Leadership & Team Management

• Provide leadership and mentorship to direct reports, creating a respectful, collaborative, and customer-first work culture aligned with GrandBridge Energy’s core values. Establish clear expectations, accountability frameworks, and performance objectives aligned with departmental and corporate goals.
• Foster a respectful and customer-first culture aligned with corporate values.
• Oversee performance management processes, including goal-setting, coaching, regular feedback, succession planning, and professional development to build a high-performing team.

Operations Oversight

• Manage the efficient execution of all customer service operations, including handling of inquiries, account changes, move‑ins/outs, and service requests, ensuring timely and accurate resolution to enhance the overall customer experience.
• Coordinate closely with the Credit & Collections team to ensure service-related processes are aligned with collections strategies and promote consistent, customer-focused outcomes.
• Provide oversight of workload distribution, service levels, and operational efficiency across teams, leveraging leadership input, departmental feedback, and data insights.
• Ensure consistency in processes and service delivery standards.

Compliance & Performance

• Ensure that all customer service activities are conducted in accordance with applicable regulatory requirements, including the Distribution System Code, Retail Settlement Code, and privacy legislation.
• Track and evaluate key performance indicators such as service level adherence, first contact resolution, and customer satisfaction scores, using insights to guide improvements.
• Ensure appropriate escalation and resolution of compliance-related issues.

Strategic Projects & Process Improvement

• Lead and participate in cross‑functional projects and system enhancement initiatives aimed at improving service delivery, automation, and customer experience outcomes.
• Identify operational gaps and recommend changes to processes, technology use, or service delivery models to optimize efficiency and customer engagement.

Customer and Community Engagement

• Resolve complex or escalated customer issues involving service disconnections, billing disputes, or service interruptions with empathy, fairness, and adherence to regulatory guidelines.
• Support community engagement efforts and internal communications by coordinating with the Customer Engagement Advisor and Business Analyst on data insights, outreach campaigns, and process evaluations.

What You Will Bring

• Post‑Secondary Diploma in Business Administration or a related field.
• Minimum 7-10 years of progressive experience in customer service, including 3 years in a leadership capacity.
• Strong understanding of utility billing, collections, and service delivery processes.
• Familiarity with regulatory codes and privacy regulations.
• Demonstrated leadership, problem‑solving, and communication skills.
• Experience using CIS and customer analytics platforms; Microsoft Office proficiency required.

GrandBridge Corporation is an Equal Opportunity Employer and is AODA compliant.

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