Power&Customer Care Specialist

Join to apply for the Call Center Representative role at Util-Assist Inc. Call center representative role details. Who We Are Util-Assist is a leading consulting and services partner to electric, water, and gas utilities across North America. We help utilities navigate digital transformation—empowering them with smart technology, data-driven solutions, and customer-first services. From outage communications to billing support and grid security, we’re reshaping how utilities serve their communities. The Opportunity We are seeking a skilled Power & Customer Care Specialist to join our growing Power Assist team The Power & Customer Care Specialist plays a vital role in delivering exceptional customer service by responding to utility customer billing inquiries and supporting power outage management in alignment with company guidelines. In this role, you will assist customers with a variety of service-related questions, ensuring timely, accurate, and professional support. Along with keeping customers informed about power outages through phone and digital channels (WebChat and SMS), you will provide contact center billing support, assist customers with account-related inquiries, and support Util-Assist’s "SecureAssist" service by monitoring security camera alerts to prevent theft and vandalism. We are looking for a customer-focused, detail-oriented professional with strong communication skills and the ability to multitask in a fast-paced environment. Responsibilities Respond to customer inquiries professionally and accurately. Triage power outage issues and provide restoration updates via phone, IVR messaging, and Twitter feeds. Facilitate remote power reconnections and route calls to appropriate departments. 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 move‑in, move‑out, and payment plan forms into the CIS ensuring accuracy. Verify enrollment form details before processing account changes. Ensure all documentation is processed, filed, and maintained appropriately. Analyze assigned service orders and adjust customer accounts in alignment with procedures. 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. Stay informed on systems, processes, and procedural updates. Train and mentor new employees, sharing best practices and operational knowledge. Contribute to ad‑hoc projects and other assigned tasks to support team initiatives. Work flexible hours, based on business needs. Work on call shift rotations (4 days on, 4 days off, 12‑hour rotating through days and nights). Support U.S. holiday schedules, potentially working Canadian statutory holidays. Operate in a hybrid environment based out of Newmarket, ON. Qualifications 3-5 years of experience in a contact centre or customer service role handling 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. Advanced knowledge of contact centre practices and procedures. Experience with voice and digital channel interactions (WebChat and SMS) is an asset. Intermediate knowledge of 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. Intermediate proficiency in MS Office (Word and Excel) and social media platforms. Advanced customer service, communication, problem‑solving, multitasking and organizational skills. Advanced verbal and written communication skills. Advanced proficiency in empathy and professionalism. Bilingual is considered an asset. Benefits Work‑Life Balance: Flexible work environment with hybrid arrangements and adaptable hours. Summer Hours Program: Flex your schedule to enjoy extra days off from June to August. Award‑Winning Culture: Certified as a Great Place to Work® for four consecutive years. Career Growth: Fast‑growing company supporting ambitions and development. Innovative Environment: Work at the forefront of utility transformation. Competitive Compensation: Pay package that recognises expertise and contributions. Perks & Discounts: Fitness memberships, mobile/data plans, vehicle purchase discounts. Application Process To work with us, successful candidates must complete a SIN and passport verification and pass a police vulnerability check. Application deadline: November 25, 2025. Equal Opportunity Employer Util-Assist is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from all qualified individuals and provide accommodations during the recruitment process upon request. To request accommodation, please contact us at hr@util-assist.com. All accommodation requests will be handled confidentially. Please note that Util-Assist does not offer immigration‑related support, such as visa sponsorship, work permit applications, or permanent residency assistance. Candidates must have current legal authorization to work in Canada or the U.S. Sponsorship decisions, if any, are made on a case‑by‑case basis based on business needs. #J-18808-Ljbffr