Powerassist Agent
4 weeks ago
PowerAssist Agent (3)
**Who We Are**:
Util-Assist is a leading consulting and services company to electric, water, and gas utilities, with customers throughout Canada and the United States. Utilities today are undergoing an exciting digital transformation; the widespread deployment of smart grid technologies and renewable energy sources is colliding with customer demand for electric vehicles, energy savings, and better customer experiences to produce a dramatic shift in how utilities do business. Util-Assist is at the forefront of that shift.
Our vision is to be the trusted partner in driving digital innovation that reshapes the utility landscape. To bring that vision to life, Util-Assist is leading the way in helping utilities take advantage of the latest developments in utility IT, with growing practices for data analytics and customer experience consulting building on our well-established smart grid procurement and implementation management services. Our managed services division leverages advancements in utility IT systems to deliver a variety of services to utility customers, including outage communications management, managed billing, and AI-enabled substation security monitoring.
Teamwork is key to the success of the Util-Assist family; mutual respect, cooperation, and honesty are hallmarks of our principles. We offer a range of energizing, multi-disciplinary careers in a high-tech industry, with great potential for development and advancement as both the industry and our company continue to grow. Util-Assist’s flexible work environment allows you to work from anywhere, letting you choose the work arrangements that make the most sense for you. We will give you the tools and support to succeed in our business, wherever you are.
We are firmly committed to fostering a welcoming, positive, and diverse workplace. Thanks to our outstanding culture, we are the proud recipients of several national and local awards, including the Great Place to Work certification, the Employee Recommended Workplace Award (three years running), the York Region Business of the Year award, and the Newmarket Large Business of the Year Award.
**What We Need**:
**What You’ll Do**:
- Respond to customer inquiries, triage power outage issues, and relay power restoration information
- Route calls to appropriate departments based on customer requests
- Communicate outage information via IVR messaging, Twitter feeds and customer phone calls
- Facilitate remote power reconnections
- Monitor security cameras and report any activity that could result in theft or vandalism
- Keep supervisor appraised of any performance issues or gaps that could affect customer service
- Keep abreast of changes and updates to systems, processes and procedures
**What You Will Bring**:
**Skills**:
- Advanced customer service skills
- Advance verbal and written communication skills
- Advanced problem-solving skills
- Advanced multi-tasking skills
- Advanced organization skills
- Intermediate MS Office and social media skills
- Bilingual in French or Spanish considered an asset
**Knowledge**:
- Advanced knowledge of Contact Centre practices and procedures
- Experience with voice and digital channel interactions (WebChat and SMS) is an asset
- Intermediate knowledge of Control Room operations
- Intermediate knowledge of the Employment Standards Act
- Intermediate knowledge of the Ontario Electrical Safety Code
**Experience**
- 3-5 years’ experience in a Contact Centre or customer service role that handles Voice and Digital Channel communication
- Previous experience in the utility industry an asset
- A successful SIN along with a police vulnerability check is required
***Company Perks**:
- ** Innovative Work Environment**: Be part of a dynamic and innovative company at the forefront of technological advancements
- ** Competitive Compensation**: Receive a competitive package reflective of your expertise and contributions.
- ** Career Growth Opportunities**: Flourish in a fast-growing organization where your career advancement is encouraged and supported.
- ** Vibrant Workplace Culture**: Experience a fun, social, and award-winning culture where teamwork and collaboration thrive.
- ** Comprehensive Employee Assistance Program (EAP)**: Access resources and support through our EAP, including Nutritional Health Coaching, to enhance your well-being.
- ** Parental Leave Program**: option to participate in our top-up program for parental leave.
- ** Comprehensive Benefits Package**: A streamlined and quick enrollment process, with Health, Dental and other benefits covered by the employer.
- ** Retirement Planning**: Plan for your future with our retirement plan, including employer matching, to help you achieve your long-term financial goals.
- ** Exclusive Memberships & Offers**: Access special rates for you and your family for fitness membership, mobile and data plans and vehicle purchase program.
- ** Birthday Lieu Day**: Each year on your birthday,
-
Powerassist Agent
1 week ago
Newmarket, Canada UTIL-ASSIST Full timePowerAssist Agent (2) **Who We Are**: Util-Assist is a leading consulting and services company to electric, water, and gas utilities, with customers throughout Canada and the United States. Utilities today are undergoing an exciting digital transformation; the widespread deployment of smart grid technologies and renewable energy sources is colliding with...