Customer Experience

2 weeks ago

Ajax, Canada Elexicon Energy Inc. Full time

Elexicon Energy is the fourth-largest municipally owned electricity distributor in Ontario. Our mission is to provide our customers with reliable, affordable energy services and to continuously improve to meet their needs, while ensuring the needs of our shareholders are met through sustainable growth.

WHY JOIN OUR TEAM?

At Elexicon Energy we believe in living and leading our values through our daily actions. Our people are passionate about what they do and are engaged in day-to-day operations, projects and initiatives to support Our Why of empowering the communities we serve and helping customers create the possibilities that energize their future. This is an exciting time to join our growing team as we develop the strategies and plans to support a new brand and vision for customer centricity and operational excellence

These positions will report to the Supervisor, Customer Care at the Ajax location and is responsible for the daily activities as follows:
DUTIES AND RESPONSIBILITIES
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Provide comprehensive customer experience through various contact channels to ensure one stop resolution.
- Respond promptly to customer inquiries and provide exceptional customer experience.
- Acknowledge and provide appropriate resolution to customer complaints, and work with supervisor as needed to attain optimal resolution.
- Document records of customer interactions, accounts, and other activities.
- Execute Credit and Collection functions in a timely and respectful manner.
- Perform Billing and Retailer Relations functions in a proficient manner and ensure accurate bills are issued.
- Perform duties in accordance with all policies, procedures, and government regulations.
- Maintain key performance indicators to support organizational goals that relate to optimal customer experience.
- Coordinate and schedule the work activities of Customer Experience field staff and partners.
- Generate, review, and analyze reports to support business operations.
- Communicate and coordinate with colleagues and partners as needed.
- Provide feedback on the effectiveness of Customer Experience processes.
- Work effectively as a team to learn and support colleagues.
- Other duties as assigned.

KEY SKILLS & QUALIFICATIONS
- Demonstrated ability to work independently as well as part of a team.
- Demonstrated ability to deal effectively with customers in a variety of interactions (i.e., empathy skills, negotiating skills, personal resilience, and flexibility, etc.).
- Strong analytical organizational and time management skills.
- Strong organizational skills and ability to multitask and prioritize in a fast-paced environment.
- Professionalism, strong work ethic, confidentiality, and Human Relations.
- Ability to work with mínimal supervision.

MINIMUM REQUIREMENTS
- Post-Secondary enrollment requirement (Minimum Grade 12 students going to College or University in September 2023).

**Our Commitment to Diversity, Equity, Inclusion and Belonging**:
Elexicon Energy embraces and celebrates our collective diversity. We are committed to fostering an inclusive, diverse and equitable workplace built on respect, support and collaboration.

We thank all applicants; however, only those to be considered will be contacted.

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