Posting End Date:

August 23, 2024

Employee Type:

Regular-Full time

Union/Non:

This is a non-union position

Enbridge Gas Ohio is hiring a Customer Contact Operations Supervisor with experience in engaging their employees in teamwork, recognition, and effective communication to achieve individual, company and customer experience goals. The Supervisor will provide on-going training and development plans for team members while utilizing team and individual recognition to achieve the culture for customer excellence. The Supervisor is also expected to proactively oversee the activities involved in quality resolution of customer or team problems or concerns while aiming to establish a good working relationship with team members and department contacts to maintain and improve the level of overall service being provided.

Are you interested? Apply today!!

Here’s what you will do:

• Supervise the activities of Customer Service team in support of several aspects of Ohio’s Contact Center, including but not limited to, Call Center vendor, Quality Assessment vendor, cross departmental initiatives, and reporting.

• Support a team that ensures quality performance, in-depth business knowledge, and adequate staffing to exceed Enbridge’s goals and objectives for customer excellence.

• Ensure Call Center vendor is successful to answer procedure and customer service-related questions in a timely and accurate manner, ensuring adherence to departmental policy and procedures.

• Make certain vendors receive continuous development and training after initial training has been completed to improve ability to service the customer.

• Appraise and resolves unusual or difficult customer or functional inquiries by working with the customer or business unit partners.

• Serve as the business liaison with Staffing and Recruiting to ensure recruitment and selection of highly skilled professionals to fulfill Customer Service vacancies.

Who you are:

You have:

• A related Bachelor’s degree with a minimum of 3 years of directly related experience OR a related Associate’s degree with a minimum of 5 years of directly related experience.

• A demonstrated ability to lead and coach staff.

• Analytical, problem-solving and customer service skills. 

• Effective oral and written communication skills  

• Excellent organizational and planning skills.  

• Excellent interpersonal skills in working with a diverse work force.  

• Knowledge of suite of Office software packages  

You can:

• Make critical decisions independently and under pressure.  

• Demonstrate ability to proactively identify challenges and utilize resources effectively to solve problems and make decisions.

Preferred Assets:

• Some demonstrated leadership and management skills including critical thinking, problem-solving, analytical, etc. is preferred.

Working Conditions:

• Domestic Travel Up to 5%.

• Office Work Environment 96 -100%.

Enbridge Gas Ohio provides competitive workplace programs that differentiate us and offer flexibility to our team members. 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 up to two days per week. Role requirements determine your eligibility for each option or combination of options. #LI-Hybrid #joinourteam

Physical Requirements include but are not limited to:

Grasping, kneeling, light – moderate lifting (objects up to 20 pounds), reaching above shoulder, repetitive motion, typing, sitting, standing, visual requirement (able to see screens, detect color coding, read fine print), hearing requirement and the ability to sit at a computer for long periods of time.

Mental Requirements (Both Field & Office) include but are not limited to:

Ability to: understand, remember and apply oral and/or written instructions or other information, understand complex problems and collaborate/explore alternative solutions, organize thoughts and ideas into understandable terminology, organize and prioritize work schedule on a short-term basis, make decisions which have moderate impact on the immediate work unit and monitor impact outside this area, understand and follow basic instructions and guidelines, complete routine forms, compose letters, outlines, memoranda and basic reports and communicate with individuals via telephone.

Company paid international relocation assistance is not offered for this role.

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 [email protected].

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