Customer Experience Representative

5 months 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

DUTIES & 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, account, 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
- Strong organizational skills and ability to multitask and prioritize in a fast-paced environment
- Professionalism, strong work ethic, confidentiality and team work
- Ability to work with mínimal supervision, demonstrate sound judgement, critically analyze, and resolve problems
- Ability to deal effectively with customers in a variety of interactions
- Adaptable quick learner

MINIMUM REQUIREMENTS
- High School diploma or equivalent
- 1 to 2 years relevant experience
- Demonstrated proficiency with MS Office software suite, and the ability to learn new software as required

**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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