Customer Service Representative

**Customer Service Representative // Oakville Hydro**

Oakville Hydro delivers reliable and safe electricity to more than 77,000 individuals, families, and businesses in the Town of Oakville. The company maintains an active commitment to conservation, safety, and is strongly invested in the social and economic well-being of the Oakville community. Oakville Hydro is a two-time recipient of the Local Distribution Company Performance Excellence Award from the Electricity Distributors Association, as well as a Centre of Excellence Award from the Canadian Electricity Association. Oakville Hydro has also been recognized as one of Canada’s Safest Employers.
At Oakville Hydro, we believe that our continued success as an industry leader is due to our innovative, customer focused, team-oriented employees who continually strive to exceed customer expectations and take pride in all areas of our businesses.
Successful Oakville Hydro employees:

- Are customer-centric - they understand and embrace the role of delivering exemplary service
- Lead - they lead by example through their actions and attitudes
- Innovate - they look for opportunities to improve, do things differently, and add value for our customers and business
- Commit to Excellence - in all that they do

We promote a culture that is diverse, inclusive, innovative, and performance driven in an environment that is fun and exciting. Individuals who choose to be a part of our organization are offered:

- Potential to lead innovative projects and initiatives
- Career path exploration and development opportunities
- Opportunities to get involved with teams and charitable events that support the community
- Comprehensive total reward package

Customer Service Representative
About the Role
We are looking for a dynamic individual with exceptional customer service skills. Working in a fast-paced, and customer-centric environment, the Customer Service Representative is accountable for answering customer inquiries in a professional, accurate, and timely manner, and collecting data for the purpose of timely readings for final billing of existing customers. The incumbent is also responsible for accurate and complete billing and collecting records for new customers.
Duties include:

- Answer customer inquiries and complaints in person, by phone and in writing
- Receive, interpret, and summarize customers’ requests (including lawyers) to finalize existing billings
- Process all applicable data in Northstar including deposits on accounts, payment arrangements, and processing credit check requests
- Initiate the process of adjustments to customer accounts
- Check and record information on certificates of arrears via mail or fax
- Perform administrative tasks necessary to support the department as required
- Carry out reception duties
- Other duties assigned by supervisor

Required Skills, Qualifications and Experience:

- Grade 12 high school or equivalent
- Minimum of 2 years’ experience in a fast-paced customer service environment
- Intermediate working knowledge of personal computers including, Windows based software such as Outlook, Microsoft Teams, Excel, Access, Power Point, etc.
- Data processing experience is an asset
- Previous experience with customer information systems (i.e., Northstar) is an asset
- Strong accounting skills
- Working knowledge of billing procedures, schedules, and adjustments

Other Success Factors:

- Brand ambassador - enable, engage, encourage, and exemplify the behaviours and attitudes of the brand
- Is customer centric and displays an attitude of commitment and excellence with service delivery
- Innovate - engage colleagues and find new ways to work and win
- Stay a step ahead - make it a priority to be in-tune with emerging technologies, and industry trends
- The ability to communicate - stay informed of company events, industry news and advancement in technologies
- Excellent written and verbal communication skills
- Excellent time management and organization skills
- Strong interpersonal skills and the ability to use tact and discretion when interacting with internal and external customers
- Displays a keen attention to detail and can prioritize accordingly in a demanding and fast-paced environment
- Embraces a culture of innovation and continuous improvement
- Is a fast learner who can adapt to an ever-changing environment
- Is agile, responsive, and displays a sense of urgency
- Demonstrates flexibility and project a positive/professional demeanor

Oakville Hydro is an Equal Opportunity Employer.
In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Oakville Hydro will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform People Excellence team of the nature of any accommodation(s) that you may require.