Contract Customer Service Representative

7 months ago

Peterborough, Canada Peterborough Utilities Group Full time

**Customer Service Representative - 1 Year Contract**:
**Reports to**: Supervisor, Customer Service

**Department**: Customer Service

**Location**:1867 Ashburnham Dr., Peterborough

**Rate**: $25.66 - $36.58 per hour, 37.5 hours per week

**JOB PURPOSE**:
The Customer Service Representative utilizes skills by dealing effectively and in a friendly, professional manner with internal and external customers by telephone and in person regarding all aspects of utility services to include billing, credit, collections, and service order processing. Receive and reply to verbal and written customer inquiries and be involved in a broad range of customer service office responsibilities. Process, monitor and adjusts business transactions as well as conducts daily, weekly, and monthly processes required to accurately bill utility customer accounts.

**MAIN ACCOUNTABILITIES**:

- Process customer requests for new applicants, changes in service, account closures, book appointments
and document pertinent customer dealings.
- Inbound/Outbound - Communicate directly with the customer to obtain all necessary and relevant information and reach a mutual agreement for payment of their debt. Ensure a balance between quality customer service and effective collections techniques.
- Make needed adjustments to customer records and transactions as necessary to ensure accurate billing, collecting and receipt of service.
- In compliance with the Policies and Practices, identify appropriate conditions for discontinuing service and initiating action.
- Deal with external contractors and internal operations staff regarding delivery of notices, collection of arrears and process all attendant forms and service orders.
- Receive and process customer, finance, and zoo payments. Balance and create daily deposit for banking. Investigate misapplied or unidentified customer payments.
- Take customers calls for water heater investigations, new installs and removals. Obtain signed contract for water heater rental, create/resolve service orders, enter inventory into the billing system, scrap inventory, approve payment of invoices and scan contracts.
- Investigate consumption issues; leaks, zero consumption, stopped meters and resolve the issue.
- Answer customer inquiries from info at and Customer Self Service
- Share knowledge on various procedures as requested with other representatives.
- Responsible for personal safety and the safety of others that is dependent upon their actions. Report hazards and unsafe acts or conditions encountered on the job to fellow workers and supervisors.
- Assist with projects, programs and miscellaneous assignments as required including cross department workflow. Consult with and share information with all departments for the purpose of monitoring and correcting transactions
- Daily processing of manual and electronic reads that fail validation to ensure that reads are available for
billing:

- Review and estimate/approve water reads based on historical data
- Create and resolve service orders
- Correct billed reads, add customer bill messages, and cancel/rebill

**QUALIFICATIONS**

Post secondary education in related discipline (Business Administration, Office Administration, Customer Service)

A minimum of one (1) years of experience involved with customer service and collection in a call centre environment.

**TECHNCIAL SKILLS**
- Demonstrated ability to work in fast paced, high pressure, high stress situations.
- Strong written and oral communications and customer service skills.
- Being understanding, helpful, cooperative, sensitive to needs and feelings of others while maintaining composure in difficult situations.
- Demonstrated ability to analyze multiple sources of information to determine best course of action.
- Demonstrated initiative, good judgment, integrity, and stability in executing duties.
- Demonstrated techniques in collections.
- Must be willing to work in an environment that requires heavy phone-based customer interaction.
- Previous computer experience within in a Microsoft office software environment. Experience working with a Customer Information System
- Demonstrated knowledge on regulations, guidelines, and programs.
- Demonstrated ability to process work in an accurate, efficient, and timely manner.
- Demonstrated excellent safety record and attitude and attendance record.
- Demonstrated ability to deal with personal information in a confidential, ethical, and professional manner.

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