Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating.

A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.

If you are ready to become one of our Experts, we would love to hear from you.

Role: Operations Specialist

Status: Permanent, Full-Time

Reports to: Manager - Back-Office Operations

Location: Markham (Birchmount)

Operations Specialist role is responsible for executing tasks that will support various Back office and external groups. The successful candidate’s primary responsibilities will include processing transactions, files and batches related to contractor payments, resolving exceptions in these key areas and related projects.

This position will also play a key role in contributing towards Enercare's success by meeting business objectives, improving the performance of internal operations, ensuring customer satisfaction and continuous improvement of operating practices and procedures to reduce risk and increase operational effectiveness.

Accountabilities:

• Prepare, validate, and distribute reporting to internal and external partners
• Manage the case queue to ensure all cases are actioned and resolved with in our established SLA timelines
• Review and analyze data, providing a summary and context to stakeholders
• Partner with other departments to achieve production service levels and any on-going project objectives
• Review and provide support for staff mailboxes, forward emails accordingly, and follow up to ensure completion of tasks
• Manage escalations from business partners including contractors, and internal stakeholders while delivering the best-in-class Customer Experience
• Support and document internal processes to ensure they are up to current standards
• Effectively communicating with different departments to coordinate activities and resolve operational issues
• Conduct regular meetings with internal and external partners and supporting business partners
• Demonstrates a commitment to process improvement while provides recommendations and driving change
• File Transfer Management between internal and external vendors
• Foster and develop the capability to be a ‘Super User’ for internal systems while cultivating a position as a Subject Matter Expert within various Enercare systems
• Any other duties required to maintain service levels

Qualifications:

• Minimum three years of experience in an operational environment, process improvement, financial analysis or other roles that focus on root cause analysis, development and implementation of controls and procedures
• BBA or equivalent post-secondary education
• Excellent written and oral communications skills
• Superior working knowledge of Microsoft Applications such as Excel and Access
• Self-starter with strong interpersonal and conflict resolution skills
• Ability to quickly form relationships and interact effectively in a complex environment
• Strong desire to understand operations and root causes of issues
• Strong ability to multi-task and work under tight timelines
• Strong organizational and time-management skills
• Ability to understand financial impacts and back-end banking environments
• Ability to prioritize deliverables and work with various people in all levels including customers to achieve personal and team objectives
• Flexibility to adapt to changing priorities
• Extensive experience handling multiple billing systems and exceptions management

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.

Our company leverages artificial intelligence (AI) tools as part of the candidate screening process to help review applications efficiently and fairly. These tools may assist in evaluating qualifications against job requirements. All decisions regarding hiring are ultimately made by our recruitment team. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.