Executive Escalation Customer Experience Manager

Join Enercare Inc. as an Executive Escalation Customer Experience Manager in Markham, where you manage sensitive customer escalations that impact the brand’s reputation. This full-time role requires four days in the office, empowering you to take crucial actions that drive satisfaction.

In this customer-focused position, you'll navigate complex escalation issues from the Office of the President. Your strategic leadership will ensure timely resolutions while fostering strong relationships with diverse teams. By monitoring reputational risks and enhancing processes, you’ll play a critical role in upholding Enercare's commitment to exceptional service.

Key Responsibilities:

• Act as the primary liaison for escalated cases

• Monitor social media and public forums for risks

• Lead resolution for high-stakes customer issues

• Recommend improvements based on escalation analysis

• Report on metrics to inform leadership decisions

Requirements:

• Bachelor’s in a related field;
Master’s preferred

• Over 5 years of relevant experience

• Proven expertise in risk management

• Excellent written and verbal communication

• Strong negotiation and analytical skills

Be a key player in safeguarding Enercare's brand while delivering top-notch customer service.
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