Bilingual Call Centre Specialist

**Position Summary**
This position is accountable for enhancing the customer experience through providing timely, helpful and professional assistance to customers who contact us. This role will be focusing on our US customers.

**Hybrid Role: 2-3 days in office**

**Accountabilities**:

- Responding to telephone service requests in a fast paced environment on a queue; incoming calls
- Participate in special projects and initiatives as assigned
- Ensure timely resolution of all inquires
- Researching, analyzing and providing resolution to customer billing complaints
- Scheduling customer payment arrangements
- Recording and tracking detailed customer interactions and transactions
- Initiating and handling all inbound and outbound calls on delinquent accounts
- Escalating accounts according to Collections policies and procedures.
- Displaying professional telephone etiquette when communicating with customers
- Set up disconnections and reconnections
- Report preparation and analysis on outstanding balances

**Qualifications**:

- Ability to manage conflict
- Utility, Telecom Industry Experience is an asset
- Experience working with clients in the US an asset
- Fluent in Spanish an asset
- Excellent customer service orientation and strong communication skills.
- Strong problem-solving skills.
- Detail oriented
- Ability to work in a fast-paced environment.
- Must have previous call centre experience in an inbound call centre environment and/or experience with direct customer interaction in a service-oriented environment.
- Minimum high school diploma or equivalent experience / training.
- Clear and effective communication skills (in English -both oral & written with excellence in spelling and grammar)
- Strong analytical / problem solving skills
- Ability to remain calm and professional in stressful situations
- Good keyboarding skills with experience with both Word and Excel software
- Experience working in multiple systems
- Ability to adapt to a changing environment
- Strong organizational and prioritization skills

Metergy’s recruitment process includes accommodation for applicants with disabilities. All accommodations will consider the applicant’s accessibility needs due to disability and are available upon request.

**Job Types**: Full-time, Permanent

Pay: $25.00 per hour

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off
- RRSP match

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Unionville, ON L6G 1B3: reliably commute or plan to relocate before starting work (required)

**Language**:

- Spanish (required)

Work Location: Hybrid remote in Unionville, ON L6G 1B3