Temporary Customer Service Representative

**The Opportunity**

Job Posting Number:
**2024-262**

Position:
**Temporary Customer Service Representative**
- *Temporary 14 months contract*_

**Location**:
**Southgate (Guelph) (Hybrid: Remote/In-office)**

Reports to:
**Supervisor, Billing & Customer Service**

Business Group:
**Customer Experience**

Division:
**Customer Service
Hours per Week:
**35**

Rate of Pay:
**$30.68/hr - $44.91/hr**

Number of Openings:
**1**

Union:
**IBEW (Guelph)**

Open:
**September 27, 2024**

Close:
**October 7, 2024**
- Alectra is committed to putting our people first in providing a positive employee experience and a safe work environment. Our Hybrid Workplace policy allows for an effective balance for employees with the opportunity to work in a hybrid environment; a combination of Remote / In-office work based on operational requirements._

**Position Purpose**:
There is a current requirement for a permanent position to work in the Customer Service department. The Customer Service Representative position would be for 35 hours per week and will report to the Supervisor, Billing and Customer Service

Hours of work will be as per the Collective Agreement.

**Responsibilities**:

- Professionally handling customer billing and general inquiries in a timely manner via the telephone, written correspondence or online:

- Determining and resolving a wide range of billing issues consistent with Alectra (formerly Guelph Hydro) policies and procedures to the satisfaction of the customer, including high bill complaints.
- Providing information about energy management and communications related to electrical industry issues.
- Providing timely and professional service to our external and internal customers as follows:

- Setting up of new services as required.
- Processing customer moving orders, security deposits, adjustments and updating billing information.
- Performing office duties relating to final bill processing, water meter installation forms, turn-off work orders, etc. Attend Water Services meetings, act as liaison between Water Services and Alectra (formerly Guelph Hydro), process water based rebates, as required.
- Performing incoming and outgoing mail processes, preparing invoices for accounting department, operating the mail insertion machine including replenishing necessary stock.
- Responding to customer information enquiries relating to the Company.
- Other duties, as assigned.

**Qualifications, Knowledge, Skills and Competencies**:

- Secondary School Graduation Diploma.
- Experience in an electrical utility and/or related business to understand current customer industry issues and trends - experience should include serving the public, handling cash and using computer terminals.
- Knowledge of PC software, including Windows Operating System, Outlook, Excel spreadsheets, Word, and demonstrated accuracy in data input.
- Knowledge of social media.
- Demonstrated effective communication skills, both verbal and written.
- Interpersonal and customer relations skills to professionally and effectively meet and deal with customer questions and concerns at the counter and over the telephone.
- Demonstrated initiative, good judgment and organizational skills with the proven ability to take responsibility and work on a team.
- Demonstrated company values, in particular respect in the workplace, ethics and working safely.

**How to Apply**
- First consideration will be given to permanent employees in the IBEW bargaining unit.
- **As per the Collective Agreement, any permanent new hire in their bargaining unit must remain in their current position for at least twelve (12) months prior to commencing a new position._

We thank all applicants for their interest in a career with Alectra. Only those selected for an interview will be contacted.