PVS Contractors Inc is the leader in telecommunications network infrastructure services. We are currently seeking an energetic, career-minded individual for the role of **Lead Hand-**Customer Care & Utility Support Operations

Position Summary:

Reporting to the Supervisor, Client Services, the Lead Hand – Customer Care & Locate Support Operations is accountable for providing procedural support and operational assistance to Mapping Associates, Client Service Representatives, and Office Clearance Technicians. This role’s primary function is to ensure consistent guidance and support across these teams to maintain efficiency, accuracy, and service quality.

Primary Responsibilities:

• Manage email communications with customers, clients, and internal team members in a timely and professional manner
• Direct incoming phone inquiries and follow up with Management and Supervisors
• Tag and organize active and archived service tickets to ensure accurate tracking and documentation.
• Attach relevant documents for relocate requests and remarks to support service accuracy.
• Conduct thorough reviews of utility records to verify completeness and accuracy.
• Provide consistent in-field support to team members by role modeling, coaching, guiding, and auditing work practices.
• Assist Mapping Associates, Client Service Representatives, and Office Clearance Technicians with procedural questions and daily operational tasks.
• Monitor productivity and performance metrics across the Mapping, Client Services, and Lookup teams, and report performance concerns to the Supervisor.
• Communicate quality assurance (QA) feedback and performance outcomes and expectations to Mapping, Client Services and Lookup team
• Maintain the ability to perform core responsibilities of Mapping Associates, Client Service Representatives, and Office Clearance Technicians as needed.
• Support the onboarding and training of new hires to ensure a smooth transition and understanding of procedures.

Required Qualifications and Experience:

• Post-secondary education (College or University degree) in a related field such as Utility Services, Project Management, or Data Analytics is preferred.
• Equivalent relevant work experience in Utility operations, infrastructure services, or customer support is preferred
• Experience with work order management systems or administrative coordination is considered an asset.

Success Factors:

• Excellent communication and negotiation skills – written, verbal and presentation
• Ability to drive change and results
• Strong teamwork and interpersonal skills
• Tolerance of ambiguity and ability to quickly adjust to changing priorities
• Ability to work in a stressful environment with time-sensitive deliverables
• Strong organizational and analytical skills
• Active listening skills
• Critical thinking
• Ability to conceptualize and be innovative
• Advanced computer skills a definite asset
• Ability to interact with all levels of the organization both internally and externally
• Ability to resolve conflict an asset

PVS Contractors Inc. is an Equal Opportunity Employer.

PVS Contractors Inc. will provide accommodations to applicants with disabilities throughout the recruitment, selection, and/or assessment process. If selected to participate in the recruitment, selection, and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.