What are the responsibilities and job description for the Team Leader, Account Management position at Just Energy Group Inc.?
Title : Team Lead, Account Manager
Location : Toronto, Ontario
Who We Are
Just Energy is a consumer company focused on essential needs, including electricity and natural gas; health and well-being, such as water quality and filtration devices; and utility conservation, bringing energy efficient solutions and renewable energy options to consumers. Currently operating in the United States and Canada, Just Energy serves both residential and commercial customers. Just Energy is the parent company of Amigo Energy, Filter Group Inc., Hudson Energy, Interactive Energy Group, and Tara Energy.
About the Role
The primary responsibility of the Hudson Energy Client Experience Team Lead is to ensure optimal service delivery performance of the regional Client Account Management team as measured by key customer success metrics including Net Promoter Score. This person will oversee training of each team member and will further develop, coach, monitor and empower team members to provide customers with a superior sales and service experience. The Team Lead is also responsible for developing crucial business acumen and performance behaviors within the team to meaningfully differentiate the Hudson Customer Experience. The Team Lead will equip the Account Management team to continuously expand their capability to deliver value to our customers and will be a key thought leader to inform customer experience innovation. The successful candidate is someone who contributes contagious energy and fosters a high-performing culture that demonstrates excitement, engagement and a sense of pride and belonging to the Hudson organization and a strong commitment to employees and customers.
Your key accountabilities :
- Motivate and equip service delivery performance of 8-10 Account Managers. Fully responsible for day-to-day management and performance of the regional account management team.
- Monitor team member performance through both experiential listening and review of key performance metrics. Ensure strong team performance in order to achieve service excellence.
- Identify and resolve training needs. Facilitate on-boarding of new team members and cultivate a knowledge rich service environment. Develop service procedures, policies and standards.
- Provide guidance to team members for handling difficult or complex issues. Actively engage with team members to ensure proactive service resolutions. Resolve and communicate customer escalations.
- Process approvals for service requests within your delegated authority limit; mentor and calibrate decision acumen of the team.
- Utilize voice of customer feedback to inform targeted improvement actions. Actively seek new ways to capture and utilize Voice of Customer insights to fuel business improvement.
- Collaborate with peers and management team to support continuous improvement initiatives. Employ and actively contribute to the use and development of best practices.
- Assists with researching, creating, and implementing client experience action plans to improve business metrics
Your background includes :
Benefits :
Just Energy offers a robust benefits plan for staff members, as well as Employee Assistance Programs that offer a wealth of tools and resources to enrich the employee experience. The company also provides a number of cost-free, self-development courses for those that wish to build on their skills and competencies. In addition, a variety of awards offer another opportunity to recognize and reward employees.
We offer :
Just Energy and its subsidiaries are an equal opportunity employer. We are committed to building a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace. We invite all interested individuals to apply.
