Manager, Customer Services

Who We Are:

GrandBridge Corporation is an investment holding company dedicated to driving growth and innovation through our fully owned subsidiaries, GrandBridge Energy Inc., and GrandBridge Group Inc.

GrandBridge Energy Inc. is a leading provider of innovative energy solutions, committed to delivering reliable and sustainable energy to our customers. GrandBridge Group Inc. offers a wide range of energy services through its divisions: Netoptiks, which provides cutting-edge telecommunications solutions, and Enersure, which ensures our customers' homes are comfortable and energy-efficient with home comfort rentals.

Our team of dedicated professionals are committed to helping our communities navigate the transition towards a dynamic and evolving energy landscape. The principles and beliefs that guide our operations are deeply rooted in our values. Join us in our mission to shape the future of energy.

What We Offer

• Employer Paid Benefits Package
• OMERS Pension Plan
• 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.

Key Responsibilities:

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.

Apply here Careers in Energy, Join Our Team | GrandBridge Energy

GrandBridge Corporation

39 Glebe Street, P. O. Box 1060

Cambridge, Ontario N1R 5X6

Check us out at https://grandbridgeenergy.com/; https://netoptiks.com/; https://enersure.com

Kindly note, we do not entertain unsolicited referrals or resumes from third-party agencies or recruiters for our job postings.

We appreciate the opportunity to review all resumes, however due to volume, only those under consideration will be contacted. Any personal information submitted will be managed in accordance with the requirements of the Municipal Freedom of Information and Protection of Privacy Act and will be used only to determine eligibility for employment.

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