Customer Service Manager

Why Join Us?

At CARMA, our vibrant culture is the foundation of everything we do, fostering connections and ensuring employees feel valued, engaged, and part of a supportive community.

Founded in 1977, CARMA was the first Measurement Canada-approved supplier of electricity submetering systems, installing over 450,000 meters nationwide, with more than 150,000 suites under contract. We provide submetering systems, billing services, and data for cost recovery and sustainability reporting across Canada, with offices in Lindsay, Toronto, Calgary, Edmonton, and Vancouver.

Proud to be Great Place to Work certified, we are committed to Diversity, Equity, Inclusion (DE&I), Environmental, Social, and Governance (ESG) principles, and Corporate Social Responsibility (CSR). With a robust benefits package, we create an environment where employees can thrive both personally and professionally.

Our core values of accountability, teamwork, customer-centric, respect, and excellence guide us in every decision and interaction. If these values align with yours, CARMA could be the perfect place for your next career move - where we encourage growth, prioritize collaboration, and celebrate success together.

Here’s what you can expect as part of the CARMA experience:

- Competitive Salaries

: A rewarding structure based on experience and performance.

- Company-Wide Annual Salary Increase

: Recognition of your contributions through annual salary adjustments.

- Comprehensive Benefits Package

: Including a healthcare spending account, dental and prescription drug coverage, life and disability insurance, an employee and family assistance program, and more.

- Paid Sick Leave

: Your health matters. We offer paid sick leave so you can rest and recover without financial worry.

- Paid Personal Leave

: Maintain work-life balance with paid personal leave for family time, appointments, or self-care.

- Additional Vacation Leave

: Additional days off to help you relax, recharge, and maintain a healthy work-life balance.

- Wellness Week

: A dedicated time to focus on health and well-being.

- Investment in Tools & Resources

: We invest in the latest tools, technology, and training to support your success and professional growth.

- Professional Development Support

: We provide resources and allowances for ongoing learning and career growth.

- Employee Engagement Program

: Initiatives designed to keep employees involved, motivated, and connected.

- Team-Building Activities

: We regularly organize activities that promote creativity, collaboration, and unity, building strong, trusting teams.

- Monthly Company Lunches

: A time to unwind, enjoy great food, and strengthen relationships with colleagues, celebrating both work and personal milestones.

- Quarterly Townhall Meetings

: We value open and transparent communication. These meetings keep everyone informed, encourage discussions, and include training sessions to support continuous learning. Plus, our "Ask Me Anything" sessions allow for direct interaction with leadership.

- Volunteer and Community Involvement Opportunities

: CARMA supports employees who want to give back to their communities through service.

- Employee Referral Program

: Rewarding employees for helping us grow the team with successful referrals.

- Employee Recognition and Awards

: Celebrating achievements and outstanding contributions across the company.

If you’re passionate about delivering exceptional customer experiences and thrive in a collaborative growth-focused environment, we have an exciting opportunity for a

Customer Service Manager

to join our team in

Lindsay, ON

. Our core business hours are from 8:00 AM to 5:00 PM, Monday to Friday.

This role is ideal for someone eager to make a significant impact, collaborate closely with customers and internal stakeholders, and drive innovative solutions to enhance customer satisfaction and operational efficiency.

General Description:

Under the general direction of the CEO, the Customer Service Manager assumes a critical role in our company, responsible for strategic oversight and management of the Customer Service Department. This position involves ensuring the seamless provision of excellent customer service while adhering to government regulations and corporate objectives.

Characteristics, Features, Requirements:

This role requires advanced expertise in Customer Service with the ability to engage effectively with property managers/owners, customers, government agencies, and various internal and external stakeholders. The Customer Service Manager should demonstrate a high level of independence, strategic thinking, and a comprehensive understanding of customer service functions within our organization.

Reporting:

This position reports directly to the VP of Billing & Customer Service, who will assign, monitor and review performance goals and objectives and weekly work schedules. The role is accountable for providing insightful reports on key performance indicators and strategic insights. The individual in this role will deliver weekly updates on customer service metrics, pending issues, staff performance, and system performance. Additionally, they are responsible for the timely submission of comprehensive activity and expense reports each Monday.

Important and Essential Duties:

Customer Service Manager responsibilities include but are not limited to the following:

Customer Service Manager Responsibilities

- Develop and implement strategic initiatives to optimize customer service processes and enhance customer satisfaction;

- Provide visionary leadership to the customer service department, ensuring alignment with organizational goals and objectives;

- Foster a high-performance culture by effectively supervising, mentoring, coaching, and developing customer service team;

- Formulate and execute comprehensive training programs to enhance team skills and efficiency;

- Implement and maintain robust customer service procedures and protocols;

- Collaborate with cross-functional teams to streamline and improve customer service workflows;

- Drive continuous improvement in operational efficiency, customer satisfaction, and employee engagement;

- Ensure rigorous compliance with legal, financial, and regulatory requirements through proactive interpretation and implementation;

- Prepare for and participate in internal and external audits related to customer service processes;

- Ensure that documentation is accurate, accessible, and in compliance with auditing standards;

- Generate regular reports on customer service metrics, key performance indicators (KPIs), and other relevant data. Provide insights to senior management for decision-making;

- Liaise with VP of Billing & Customer Service on the implementation and management of customer service software and systems, ensuring they are up to date, well-integrated, and capable of handling the organization’s business needs;

- Uphold a positive, supportive, and engaging leadership style, when communicating and rolling out changes/updates or driving new initiatives;

- Contribute positively to the team and success of the company;

- Conduct interviews & select customer service personnel;

- Reviews and approves time-off requests;

- Monitors phone lines, reviews call logs, and follow up with Customer Service Representatives on call length, number of calls, time in DND, etc.;

- Manage and perform the performance evaluation process for Customer Service Representatives.

Experience/Knowledge/Ability

- Demonstrated ability to lead and manage teams effectively in a dynamic environment;

- Understanding of utility billing processes, regulations, and industry-specific terminology;

- Familiarity with submetering and utility billing or utilities industry billing requirements and regulations;

- In-depth knowledge of regulatory compliance and legal aspects related to utility billing operations;

- Strong customer service skills to handle inquiries, disputes, and other customer interactions effectively;

- Ability to motivate, train, and guide team members;

- Exceptional communication skills, both written and verbal for effective communication with customers, team members, and other stakeholders;

- Proven experience in strategic planning and execution;

- Strong organizational and project management skills;

- Proactive problem-solving skills with attention to detail;

- Track record of driving process improvements and optimizing workflows;

- High level of professionalism, integrity, and compliance orientation;

- Strong knowledge of Microsoft Office (Excel, Word, Outlook, Teams, etc.);

- Effective presentation skills.

Qualifications

- University degree or college diploma in Business Administration, or a related field;

- Minimum of 5 years experience in a managerial role in customer service, call centre, or a related field;

- Familiarity with customer service software and common CRM platforms;

- Knowledge of Ontario Energy Board regulations and or Unit Submetering Code, an asset;

- Familiarity with industry-specific customer service software (e.g., Harris Northstar) an asset.

Working Conditions

- Office environment using a computer;

- Demanding work pace;

- Regular interaction with internal and external customers;

- May be required to work evenings or weekends to meet month-end/quarter-end and year-end deadlines;

- A collaborative and supportive work environment focused on employee engagement and professional growth.

We thank you for your interest; however, only successful applicants will be contacted.

CARMA group of Companies is committed to meeting the accessibility needs of persons with disabilities in an effective and timely manner in accordance with the applicable standards set out in the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), the provisions of the Ontario Human Rights Code, and any other applicable legislation. We foster an inclusive organizational culture as an Equal Opportunity Employer.