• 1 Year Contract 
• Pay Rate: $65 - $75/hour depending on experience **
• Hybrid: In-Office (Monday, Tuesday & Thursday), Remote (Wednesday & Friday)
• Location: North York, Ontario M2J 1P8

At Enbridge, our goal is to be the first-choice energy delivery company in North America and beyond—for customers, communities, investors, regulators and policymakers, and employees. 

To meet that goal, Enbridge is partnering with Raise—a leading recruitment firm that specializes in IT, Technical, and Engineering staffing.  

Together, Raise and Enbridge are building teams that are rising to meet the growing energy needs of North America. If you’re looking for a challenging role that will make the most of your skills while allowing you to make an impact, this is it.  

Enbridge is hiring a Customer Care Process Advisor right now—when you apply, Raise will review your application within 48 hours and contact qualified applicants for interviews.  

** The primary pay rate is based on T4 classification; however, we will also consider applications from candidates interested in an INC classification, where applicable. 

Description:

The Customer Care Process Advisor is responsible for developing and updating processes for three US utilities within Enbridge. This role involves establishing a consistent methodology for documenting processes and supporting the training team in developing and delivering training based on these defined processes. The Advisor will maintain organizational standards of safety, customer satisfaction, quality, and performance while overseeing multiple process needs across the three utilities.

What You Will Do:

• Develop and update Customer Care process documentation, including process maps as well as written procedures
• Develop and implement end user communications to support process changes
• Work with the training team to prepare materials pertaining to changes in processes, policies, and procedures
• Liaise with Customer Care groups, and external departments with respect to the development and implementation of consistent repeatable processes
• Support implementation of Customer Care systems
• Provide process expertise and formulate recommendations for improvements of processes to improve efficiency.
• Work with Customer Track team to ensure processes are captured accurately
• Interpret internal and external business issues and recommend standard processes to mitigate impacts. This includes recommendations for communication/training to end users
• Ensure all processes are up to date and accurate
• Work with Project Teams, Utility SMEs and internal departments within Customer Care, as required.

Who You Are:

You will have the following education and experience/skills:

• Post Secondary education in Communications, Business or Information Technology, or 3+ years of equivalent work experience.
• Excellent verbal and written communication and time management skills.
• Analytical thinker with strong problem solving skills.
• Ability to successfully co-ordinate team activities to get results and meet timelines.
• Ability to manage multiple projects.
• Ability to collaborate with domain experts to provide innovative solutions
• Good interpersonal skills to ensure effective management of relationships with all business groups
• Ability to travel 25%
• Passion for upholding Enbridge's core values of Safety, Integrity, Respect, and Inclusion along with our ways of working.
• Knowledge of Customer Care processes and systems will be considered an asset.

Working Conditions:

• Some project implementations occur overnight or on weekends and may need to be available to support and manage project go-live.
• Requires some travelling (Up to 25%) to other Enbridge offices across Canada and the USA

Please note: Successful applicants will be employees of Raise, working at Enbridge facilities with both Enbridge and contract employees.   

Applying with Raise  

Raise is an established IT and engineering hiring firm with over 60 years’ experience connecting talented candidates with meaningful work. When you apply, you’ll get more than just a chance at a great job—you’ll become part of a vast network of employers that are always changing. 

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at +1 800-567-9675 or ECTC@raiserecruiting.com

#ENBC