Job Description
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.
Enercare has embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization. Join us with an open mind on the future of work!
Job Title: Sales Effectiveness Lead
Reporting To: Manager, Sales Support
Department: Sales Support
Location: Toronto (30 High Meadow)
Hours of Work: Department hours Monday-Friday 7:30am-7:30pm Sat/Sun 9:00am-5:00pm
The primary focus of the Sales Effectiveness Lead is to provide coaching and support to Sales
Support Coordinators. This position challenges and develops employees' skills
and abilities to achieve the best performance results. In addition, they will
monitor call activity, rebalance workload as required, assess incoming queue
demands and proactively address any concerns related to customer quality,
productivity and sales lead generation. This role will directly support the
Stimulus program, Enercare Financing Program (ECFP), ChargedUP (employee
incentive program) and commission & contractor spiff programs while
maintaining the highest standards of confidentiality and professionalism.
Responsibilities:
- Develop training platforms and remedial training sessions to support Sales Support Coordinators ability to execute the highest level of customer satisfaction.
- Provide direct floor support and real-time adherence (RTA) to calls in queue to achieve service level, speed of answer and abandoned rate targets.
- Provide direction and support to Sales Support Coordinators – aid with escalations.
- Support call center partners with coaching and development of customer service representatives, including call recording retrieval and assessment, call quality sessions and onsite support (travel
may be required).
- Support department manager and ensure call quality assurance is at high levels by participating in call quality calibration sessions.
- Investigate escalated cases, provide feedback to direct line manager.
- Process improvement development. Ie: knowledge article updates/department process contributions.
- Manage multiple email boxes and allocate work to Sales Support Coordinators.
- Oversee department mailboxes and aid in the in the day to day management of the department workflows
- Manage the Back-Office support for assigned selling areas, liaise with District Sales Managers to help better results, improve efficiencies and process improvements to the area.
- Oversees the Energy Management Consultants (EMC) calendar management used by Sales Support Coordinators. Ensures uniformity in calendar views amongst Corporate and Franchise areas.
- Direct contact for EMC/Manager inquiries Liaise with Manager, Business Generation to fully implement throughout the ChargedUP organization.
- Web platform support, create, edit and password resets for corporate users
- Deliver & maintain training platform, ie: Non- customer facing employees, field staff, travel may be required.
- Detailed training to support Sales Support Coordinator ability to execute to the highest level of customer satisfaction
- Manage program vendors, web platform modifications, merchandising redemption
- Manage all funding vs budget, maintain escrow accounts
- Manages Government Rebate programs, Costco and ECFP systems
- Maintain ‘deficiency’ reporting status
- Liaise with Finance and strategic internal partners to fully implement the ECFP program throughout the entire organization
- Manages the Stimulus Program Platform
- Liaise with Manager, Technical Product and Assessments and ensure our Stimulus platform is being completed at an optimal and efficient rate.
- Liaise with ‘Union Gas’, ‘Enbridge’ and other utilities and comply with program audit request
- Ensure auditor calendars are updated and continually communicated to SS department
- Provide direct support to all field auditors
- Attend industry meetings (NRcan, HRAI etc.) and relay new process to EMCs, Auditors and SS
Qualifications:
- Post-secondary degree or diploma
- Strong Microsoft office skills including Word, Excel and PowerPoint
- Salesforce experience considered a strength
- Experience working in a unionized environment prefer Self-motivated, organized people leader with ability to meet tight deadlines
- HVAC experience an asset
- 2-5 years call center experience an asset
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.
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