Partner Support Coordinator

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be. With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces. We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers.

Come and join one of North America's largest home and commercial services and energy solutions companies! We offer comprehensive benefits, a DC Pension Plan and savings match plan. If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.

Job Title: Partner Support Coordinator

Reports to: Senior Manager, Client Experience Business Markets

Summary:

The primary focus of this role will involve collecting, analyzing and compiling data and managing related reconciliations and enquiries and facilitating training for our external partners. The Incumbent will also Liaise with Builders, Contractors, Dealers and internal Enercare departments.

Responsibilities:

- Onboarding Builders, Contractors and Dealers to a self-serve web-based application.

- Facilitating training virtually and in person to Builders, Contractors and Dealers.

- Creating and maintaining training documentation.

- Validating inputs, performing research, modifying data as required and submitting to IT for processing.

- Accountable for answering inbound and outbound inquiries from Builders, Contractors, Dealers or, internal employee’s and other business partners to assist explaining processes and resolving issues with zero abandonment rate, 95% quality rate, and AHT as per departmental targets.

- Working with other internal departments on requests and issues as required.

- Updating internal teams, Builders, Contractors and Dealers on process changes as required.

- Acting as a courteous and friendly central point of contact for both internal and external customers.

- Achieving defined productivity and performance measures on a consistent basis.

- Undertaking special projects and assignments as required by management.

- Assisting with filing of documents and other ad hoc administrative duties.

- Other duties as assigned by management.

Qualifications:

- Proven experience creating data-driven knowledge

- Experience with identifying and resolving anomalies in data

- Experience with training and the creation of training documentation

- Proven analytical and research skills

- Customer focused with excellent interpersonal skills

- Expert with Excel

- Ability to effectively use MS Office and Salesforce

- Willingness to learn unfamiliar systems and new processes

- Proven decision-making skills

- Strong organizational skills

- Must be capable of working well under pressure and understanding various business processes in relation to different products and services offered

- Must be extremely flexible to handle the different scenarios that can arise in dealing with customer issues and make the appropriate decisions accordingly

- Ability to maintain focus and work in a fast-paced, pressure filled team environment

- Ability to work independently with minimal supervision

- Bachelor's degree or higher in business, information management, or a related field

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.