Nexus Water Group

Customer Support

• Responsible for providing quality and efficient customer service to customers through the daily management of a team of employees, including hiring, motivating, recognition and rewarding, coaching, counseling, training and problem solving.
• Serve as the primary contact for problem resolution and information gathering regarding customer inquiries.
• Monitor appropriate usage of overtime by the customer contact center staff and follow policy regarding overtime.
• Ensure employees adhere to work schedules.
• Provide monthly and real-time coaching to employees for development and to build job knowledge.
• Ensure employees receive appropriate training and other resources to perform their jobs.
• Monitor and report on staff performance based on call handling KPI’s, quality monitoring, and call metrics and assessments on a regular basis.
• Identify and inform management of trends by reviewing, analyzing and summarizing special reports.
• Analyse and evaluate the Contact Center's effectiveness by reviewing daily, weekly and monthly reports; create reports as requested.
• Create and maintain a high-quality work environment so team members are motivated to perform at their best level.
• Address disciplinary and/or performance problems according to Company policy.
• Implement work procedures and processes that support Company and departmental standards, procedures and strategic directives.
• Develop written training material for employees and train during regular and quarterly training sessions under the direction of the Customer Service Manager and VP, Customer Experience.
• Provide continual evaluation of processes and procedures.
• Suggest methods to improve area operations, efficiency and service to customers.

Customer Service Supervisor

• Responsible for providing quality and efficient customer service to customers through the daily management of a team of employees, including hiring, motivating, recognition and rewarding, coaching, counseling, training and problem solving.
• This position will serve as the primary contact for problem resolution and information gathering regarding customer inquiries.
• Monitors appropriate usage of overtime by the customer contact center staff and follows policy regarding overtime.
• Ensure employees adhere to work schedules.
• Provides monthly and real-time coaching to employees for development and to build job knowledge.
• Ensures employees receive appropriate training and other resources to perform their jobs.
• Monitors and reports on staff performance based on call handling KPI’s, quality monitoring, and call metrics and assessments on a regular basis.
• Identifies and informs management of trends by reviewing, analyzing and summarizing special reports.
• Analyses and evaluates the Contact Center's effectiveness by reviewing daily, weekly and monthly reports; creates reports, as requested.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their best level.
• Addresses disciplinary and/or performance problems according to Company policy.
• Implements work procedures and processes that support Company and departmental standards, procedures and strategic directives.
• Develops written training material for employees and trains during regular and quarterly training sessions under the direction of the Customer Service Manager and VP, Customer Experience.
• Provides continual evaluation of processes and procedures.
• Responsible for suggesting methods to improve area operations, efficiency and service to customers.

Supervisor, Customer Service

Financial Planning and Analysis

• Lead enterprise financial planning processes, including long-range planning, annual budget, and monthly forecasts
• Partner with business units and corporate functions to ensure alignment of financial assumptions, drivers, and reporting outputs
• Lead corporate budgeting, forecasting, and reporting processes, partnering with functional teams to develop, consolidate, and communicate results
• Provide financial insights and reporting to executive leadership and the Board of Directors
• Support lender, investor, and rating agency reporting, including development of KPI packages and key financial metrics
• Prepare and present monthly and quarterly financial results and reporting deliverables
• Prepare and deliver executive and board-level materials, translating complex financial data into clear, decision-useful insights
• Partner with business leaders to monitor performance, identify risks and opportunities, and support action planning
• Drive improvements in FP&A processes, systems, and data integrity, including automation and standardization of workflows
• Analyze market, competitive, and operational data to inform strategic decisions
• Support development and evaluation of strategic initiatives, including growth, capital investment, and operational performance improvement
• Lead, mentor, and develop a high-performing team of FP&A professionals

Customer Service Supervisor

Supervisor, Customer Service

Director, Corporate Financial Analysis and Planning