Customer Service - Service Excellence Manager

Ontario Wholesale Energy (OWE) proudly operating under the ONIT umbrella is a leader in Natural Gas and Electricity Supply serving commercial clients across Canada. With over 65 years of collective industry expertise our dynamic team delivers energy solutions designed for stability efficiency and innovation. Whether its physical or structured energy products we bring value through competitive pricing world-class service and operational excellence.

Join an industry leader transforming the energy marketplace. As our Service Excellence Manager youll play a pivotal role in ensuring superior client experiences and operational excellence within the fast-paced evolving wholesale energy sector.

v Why Join Us

Be part of a dynamic and rapidly evolving energy marketplace working alongside passionate professionals shaping the future of energy supply. Youll have the opportunity to make a meaningful impact on both internal operations and the satisfaction of our wholesale clients

v What Youll Get:

Competitive Salary
Paid Training & Industry Certifications
Health Benefits Employee Assistance Program (after 90 days)
Generous PTO Holidays
Discounted Gym Membership
Beautiful Modern Office in Downtown Toronto

v Key Responsibilities

Leadership & Team Development

• Lead coach and develop a high-performing team of Service Excellence Coordinators.
• Foster a culture of accountability continuous improvement and customer-centric values.
• Assist with recruitment; and onboarding of new team members

Customer Experience & Operational Oversight

• Manage the end-to-end customer support function ensuring timely and accurate client responses.
• Monitor and improve key support metrics (response times resolution rates customer satisfaction).
• Drive initiatives that deliver exceptional customer experiences and operational efficiency.

Client Relationship Management

• Serve as the primary point of escalation for complex or high-priority client issues.
• Build and maintain strong relationships with wholesale energy clients ensuring trust and satisfaction.
• Champion a proactive support strategy addressing client needs before they escalate.

Process Optimization & Compliance

• Work cross-functionally with billing onboarding and account management teams to streamline processes.
• Ensure compliance with Ontario Energy Board regulations internal policies and privacy standards.
• Lead initiatives to identify and correct process inefficiencies.

Reporting & Data-Driven Insights

• Deliver regular reports on service excellence KPIs and client support trends.
• Use insights to guide resource planning service improvements and client engagement strategies.

Qualifications

• Bachelors degree in Business Energy Management or related field.
• 5 years of customer service or operations leadership with at least 2 years in a managerial role.
• Experience in the energy sector especially wholesale markets is highly preferred.
• Experience in the Telecommunications industry

Skills & Competencies

• Proven leadership and coaching abilities; adept at team motivation and performance management.
• Strong interpersonal and communication skills; confident managing escalations with diplomacy.
• Analytical and solution-oriented with a track record of managing multiple priorities.
• Familiarity with regulatory requirements in the Ontario energy market.

Accessibility & Inclusion Matter to Us:

At ONIT we are dedicated to fostering diversity equity and inclusion believing that all employees play a role in upholding our values. We encourage individuals from various backgrounds perspectives and life experiences to join us in addressing the worlds toughest challenges. Ensuring accessibility throughout the job application process is a priority for us at ONIT. If you require reasonable accommodations due to a disability whether visible or not please reach out to us at and we will gladly assist you.