Customer Experience Coordinator

POSITION SUMMARY:

Under the general direction of the Manager, Customer Service & Billing, the Customer Experience Coordinator performs senior-level customer service work in Synergy North’s Customer Service Department. The Coordinator provides accurate, timely service to customers through phone, email, and the customer portal, resolves complex account, billing, metering, and service issues, and serves as a working lead and subject-matter resource to Customer Service Representatives. The position supports consistent application of Synergy North policies and procedures, Conditions of Service, and applicable regulatory requirements.

Duties include:

- Investigates and resolves complex customer cases, including high bill concerns, disputed charges, metering issues, arrears, back billing, and multi account corrections, to deliver reliable and accurate outcomes.

- Owns assigned cases and escalations end to end, ensuring timely follow up, clear customer communication, and complete resolution.

- Triages incoming customer correspondence, assigns work to the Customer Service team, and ensures accurate, complete documentation in the case tracking system to support reliability and continuity of service.

- Creates, updates, and maintains accurate customer records, service orders, and case documentation in Central Square NaviLine and related systems to support audit readiness and dependable service delivery.

- Supports customer communications during planned and unplanned service interruptions, ensuring information is accurate, timely, consistent with internal protocols, and supports community needs and expectations, with guidance from the Manager, Customer Service and Billing.

- Applies Synergy North policies, Conditions of Service, privacy standards, and regulatory requirements consistently in all interactions, reinforcing excellence, reliability, and public trust.

- Maintains required job knowledge through ongoing training and active review of policy and regulatory updates to ensure consistent, compliant service.

- Serves as the first point of escalation for complex or sensitive concerns, using de-escalation and service recovery techniques to deliver excellent outcomes and preserve positive community relationships.

- Ensures disconnection and reconnection communications and arrears processes follow established rules, timelines, and low-income protections, supporting safety, and community responsibility.

- Provides real-time coaching and technical support to the Customer Service Team on processes, systems, documentation standards, and communication practices to strengthen excellence and reliability across the team.

- Monitors daily queues and workload pressures to identify urgent issues, support uninterrupted service delivery, and escalate operational needs to the respective Manager, Customer Service and Billing.

- Leads onboarding for new staff, demonstrating procedures, reinforcing quality expectations, and sharing best practices to accelerate proficiency, consistency, and safe work practices.

- Identifies recurring customer issues, process and system gaps, and training needs by analyzing trends and frontline feedback, and provides actionable recommendations to leadership that advance excellence, reliability, and continuous improvement.

- Leads the Customer Service team in the Manager’s absence, ensuring service continuity, safe work practices, and consistent decision making.

- Performs other related duties as assigned.

MANDATORY QUALIFICATIONS:

Completion of an Ontario Secondary School Diploma (OSSD) or equivalent is required. The candidate must have a minimum of five years’ experience in a high-volume contact-centre or regulated utility customer service environment. They must also demonstrate proven experience in resolving complex customer and account issues, managing escalations effectively, and remaining calm and professional under pressure.

PREFERRED QUALIFICATIONS:

The candidate must possess advanced knowledge of customer service best practices, including conflict resolution and service recovery. They should have a strong working knowledge of LDC customer processes, billing and meter-to-cash workflows, and applicable customer protection requirements, or the ability to acquire this knowledge through training. Proficiency with Central Square NaviLine CIS, SEW MyEnergy Portal, DB2 Web Query, Web Docs, OMS Call Handler, the Written Inquiries tracker, and related customer portal tools is required. Excellent verbal and written communication skills with a high level of attention to detail are essential. The role also requires the ability to professionally guide peers and support consistent team success within a unionized workplace. Strong analytical and problem-solving skills are necessary, along with the ability to remain calm under pressure. Post-secondary education in office administration, business, hospitality, or another customer-facing field is considered an asset.

CONDITIONS OF EMPLOYMENT:

The candidate must be willing to work out of town and/or remotely and be available during peak vacation periods, including on an on-call basis, extended hours, and overtime as required. They must also successfully complete a Police Information Check.

TESTING To confirm ability and suitability, applicants may be required to take tests related to the job requirements and duties of the position, which may be conducted by a third party.

Applications will be reviewed starting on Monday, January 5, 2025, and will continue to be accepted until the position is filled

Please submit your resume and cover letter electronically to recruit@synergynorth.ca

Job Type: Full-time

Pay: $28.85-$41.21 per hour

Expected hours: 35 per week

Benefits:

- Company events

- Company pension

- Dental care

- Disability insurance

- Employee assistance program

- Extended health care

- Paid time off

- Wellness program

- Work from home

Work Location: In person