Contact Centre Representative

Contact Centre Representative - Remote (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 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 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.

At Util-Assist, we pride ourselves on cultivating a welcoming, positive, and inclusive workplace. Thanks to our outstanding culture, we are the proud recipients of several national and local awards, including certification as a Great Place to Work (three years running) by Great Place to Work Institute® Canada, the Employee Recommended Workplace Award (three years in a row), the York Region Business of the Year award, and the Newmarket Large Business of the Year Award.

Util-Assist is an equal opportunity employer. We are dedicated to providing a barrier-free work environment and ensuring all qualified applicants receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Our commitment to diversity and inclusion is demonstrated through our policies and practices, aligning with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Join us to be a part of a team that values and celebrates diversity, and where your unique contributions can make a significant impact.

**What We Need**:
The Contact Centre Representative (CCR) is responsible for providing excellent customer service by responding to customer inquiries regarding services for Utility customers, consistent with company guidelines.

**What You’ll Do**:

- Respond to customer inquiries in a professional and timely manner and document all calls on customer accounts
- Make payment arrangements with customers and respond to general inquiries regarding payments or charges
- Provide clients with direction regarding move requests including required documentation, security deposits and account set-up
- Diffuse upset customers and ensure information is communicated appropriately
- Provide customers with information regarding the on-line portal and self-serve options
- Keep abreast of changes and updates to systems, processes, and procedures.
- Analyze and process move-in, move-out and pre-authorized payment plan forms received from customers
- Verify all the information on the enrollment form is accurate prior to submitting it into the CIS or portal.
- Make sure all paperwork and forms are completed and filed correctly.
- Participate in updating and creating process documentation.
- Assist in the collection of outstanding accounts via various communication channels
- Assigned the proper service orders to manage customer accounts.
- Generate reports and listings ensuring that information has been cross-referenced for accuracy
- Participate in the training of new employees
- Participate in ad-hoc projects and other tasks that may be assigned
- Working flexible hours (based on business needs to include on-call shift rotation).

**What You Will Bring**:
**Skills**:

- Advanced customer service skills
- Advanced verbal and written communication skills
- Intermediate time management and organization skills
- Intermediate problem-solving skills
- Advanced MS Office skills (Word and Excel)

**Knowledge/Education**:

- Intermediate knowledge of Contact Centre practices and procedures
- Intermediate knowledge of industry standards and internal policies
- 2+ years’ experience in a Call Centre or cu