Power & Customer Care Specialist (1-Year Contract)

📋What You’ll be Doing:

Customer Support & Account Management:

• Respond to customer inquiries professionally, ensuring accurate documentation.
• Triage power outage issues and provide customers with restoration updates via phone, IVR messaging, and Twitter feeds.
• Facilitate remote power reconnections and route calls to appropriate departments based on customer needs.
• Assist with billing, payment arrangements, and account-related concerns.
• Guide customers through move-in/move-out processes and self-serve options.
• Diffuse upset customers, ensuring concerns are handled effectively and professionally.
• Assist customers with the financial aid application process when applicable.
• Support the collection of outstanding accounts through various communication channels.

Process & Documentation Management:

• Process move-in, move-out, and payment plan forms into the CIS, ensuring accuracy before submission.
• Verify all enrollment form details are correct before processing account changes.
• Ensure all documentation is processed, filed, and maintained appropriately.
• Analyze assigned service orders and adjustments customer accounts in alignment with company procedure.
• Generate reports and listings, cross-referencing information for accuracy.
• Monitor security cameras and report potential theft or vandalism.
• Keep supervisors informed of any service-impacting issues.

Training & Continuous Improvement:

• Stay informed on systems, processes, and procedural updates to ensure compliance and efficiency.
• Training and mentor new employees, sharing best practices and operational knowledge.
• Contribute to ad-hoc projects and other assigned tasks to support team initiatives.

Schedule & Availability:

• Work flexible hours, including on-call shift rotations, based on business needs.
• Support U.S. holiday schedules, with potential requirements to work during Canadian statutory holidays.
• Hybrid office environment.

🧠What You Bring:

• 3-5 years’ experience in a Contact Centre or customer service role handling both voice and digital communications.
• Previous experience in the utility industry is an asset.
• Ability to navigate a 12-hour shift schedule, including days, nights, weekends, and holidays, in a 24/7 operational environment.
• Advanced knowledge of Contact Centre practices and procedures
• Experience with voice and digital channel interactions (WebChat and SMS) is an asset
• Intermediate knowledge outage management software applications
• Intermediate knowledge of Electrical Billing practices
• Intermediate knowledge of Control Room operations
• Intermediate knowledge of the Employment Standards Act
• Intermediate knowledge of the Ontario Electrical Safety Code

🌟Who You Are:

• Advanced customer service skills, with a strong focus on professionalism and empathy.
• Advanced verbal and written communication skills for clear and effective interactions.
• Advanced problem-solving, multitasking, and organizational skills to manage multiple priorities efficiently.
• Bilingual is considered an asset.