We come to work every day to make the
world a better place.
We embrace a culture of belonging in the workplace. We welcome your application no matter who you are, where youâ€™re from, how you think, what you believe in, or whom you love. We all come from different backgrounds and walks of life, bringing unique perspectives and experiences. We
encourage applications from 2SLGBTQ+, Black, Indigenous, and People of Colour
(BIPOC), women, newcomers to Canada, and people with disabilities. Please let us know if you require any accommodation in the application and interview process (including different materials or otherwise).
Our core values
are Integrity, Innovation, and Partnership.
EfficiencyOne is a leading efficiency enterprise. We
work with a number of outstanding partners to supply cost-effective energy
efficiency and carbon mitigation services in Nova Scotia and beyond.
We transform the way people use energy. Together, we
help people achieve their energy goals, save money, conserve resources, improve
well-being, and combat climate change.
Investing in energy efficiency comes with many
benefitsâ€”lower heating bills, more comfortable spaces, new jobs in your
community, and a smaller overall carbon footprint.
Our work has achieved over $4 billion in
energy savings and contributed to 22% of Nova Scotiaâ€™s GHG emission reductions.
If thereâ€™s a better way to improve energy efficiency, weâ€™ll find it. Find out
more about how we are making an impact here: https://www.efficiencyone.ca/impact/
Why youâ€™ll love working
- A culture that understands there is life outside of work and cares
about their employees.
- An engaging, fun, and inclusive work environment
- An awesome benefits package that starts on day one and a
- Wellness initiatives and fitness challenges are hosted throughout the year.
- Corporate gym memberships
- Career growth and professional development opportunities
- Being part of a team and contributing to Nova Scotiaâ€™s goal of 2050
Do you want to be part of an organization that has an ambitious plan
to support the transition to net zero by 2050 and help build a thriving,
resilient future for Nova Scotians - then you belong here!
Lead (ESA) is responsible for developing and managing the performance of
the energy solutions advisor team to ensure an optimal level of quality
customer service. In addition, the Team Lead is responsible for ensuring advisors
are knowledgeable to promote E1â€™s full range of programs/services. Maintaining
the highest level of customer satisfaction is a top priority while also
focusing on team development and contributing to other related continuous
- Lead and inspire a team of
Energy Solutions Advisors (ESA).
- Responsible for staying informed regarding E1
programs and new service offerings to ensure advisors are informed of all
existing and developing program changes.
- Responsible for using E1 methodology,
team input, and own initiative to ensure attendance and retention targets are
- Responsible for providing backup
to the Energy Solutions team (when required), including, but not limited to, answering
incoming calls, responding to emails, and assisting with customer escalations.
- Responsible for working with the Customer
Care Manager to identify, recommend, implement, and monitor any necessary Contact
Center operational improvements.
- Responsible for reporting
customer feedback on new and existing programs to the Customer Care Manager to
support continuous improvement and customer satisfaction.
- Responsible for improving
quality service by identifying opportunities and recommending improvements in customer
for ensuring direct reports have annual measurable targets and goals in place
and expectations/priorities are clearly communicated.
- Responsible for developing team schedules weekly
to ensure department objectives are covered.
- Responsible for developing and maintaining ESA training
documents and department procedures manual.
- Responsible for monitoring/directing day-to-day department scheduling,
monitoring call volumes, and daily/weekly reporting.
- Responsible for assessing weekly/monthly team metrics and targets with the
Customer Care Manager.
- Responsible for responding to any interdepartmental inquiries for
material reviews and approvals that are of an urgent nature.
What Will Help You
- A Community College
or University diploma or equivalent combination of education and work experience.
- Minimum five (5) years experience in a customer
service-oriented position and managing a team.
- Experience in a call center would be
considered an asset.
with and proficiency with all MS Office applications (including Teams)
ideal candidate should have excellent customer service skills, with an
empathetic & helpful nature, and be diplomatic, tactful, and
flexible. Proficient in active listening, quickly establishing rapport with clients, explaining concepts in simple, understandable terms, diffusing
frustration, and resolving conflict.
- The ideal candidate should have the ability to
prioritize deliverables and work independently or within a team.
What to expect in your first several weeks on the
In the first week, expect to:
with the team.
about the organizational history of Efficiency Nova Scotia
an orientation of duties performed by the ESA Team Lead and ESA.
to gain familiarity with the Efficiency Nova Scotia programs/services website
introduced to the tools and resources used to perform the ESA Team Lead duties.
In the first month, expect to:
- Increase depth of
understanding of programs and services offered by Efficiency Nova Scotia
- Job shadow the ESA
Team Lead and understand their roles and responsibilities.
more familiar with the organizational structure, programs, departments, and the
people within them and their functions and roles.
confidence in knowing where to look for answers needed to address inquiries
from ESAâ€™s, Navigators, and program teams.
core duties with limited support.
In the first three months, expect to:
core duties independently.
expert-level knowledge of the ESA Team Lead role's tools, techniques, and processes.
a performance and development plan with your manager.
If you do not have all the qualifications
listed above, we encourage you to apply anyway!