Customer Service Representative

2 weeks ago

Vaughan, Canada Provident Energy Management Inc Full time

Provident Energy Management Inc. is a leading Energy Services Company (ESCO) in the Greater Toronto Area that specializes in the multi-residential market, with an emphasis on high rise condominiums. Since 1985, we have supported our clients’ energy savings and sustainability objectives through our provision of state-of-the-art building automation and sub-metering services.

Provident’s 100+ person team includes engineers, certified energy managers, and building systems engineering technologists among other disciplines. We are focused on providing our team with professional development and growth opportunities along with challenging work and a supportive environment.

We are proud of our diversity and positive work culture where team members support each other. We have regular company and team-building events. We offer a competitive compensation and benefits package including a Health Spending Account, Group RRSP and Flex Days.

**ROLE**:
The Customer Service Representative is responsible for the call centre functions as it relates to customer service. This position will ensure that an excellent standard of service and a high level of customer satisfaction is maintained. This position reports to the Customer Service Supervisor. The Customer Service Representative ensures all goals, objectives, and agreed upon levels of service are met.

**RESPONSIBILITIES**

**Essential Duties and Responsibilities** include, but are not limited to the following:

- Handling customer inquiries - verbally & written
- Resolve customer complaints ensuring policies and procedures are followed
- Move In/Out Service Orders
- Identify, resolve, and escalate in a timely manner all issues and/ or disputes to the appropriate people.
- Record in a clear and concise manner all customer service activities / comments and contact information on customers account
- Assist with New Services, Signed Customer Agreements and Security Deposit requests
- Ensure all Provident policies and procedures are followed.
- Provide a high level of customer service in a professional and courteous environment.
- Provide initiative and ideas on the improvement of work processes.

**REQUIREMENTS**
- A minimum of two (2) years’ work experience for a utility provider (preferred)
- A minimum of two (2) years’ work experience in Customer Service
- Must be proficient in MS Office
- Ability to deliver exceptional customer service in a fast paced and changing environment
- Strong written & oral communication skills
- Self-motivated, well organized and the ability to learn quickly
- Excellent interpersonal skills
- Energetic team player
- High-speed home internet is required to support telework if required
- Ability to work both required shifts; 8:30am-5pm and 10am-6:30pm Monday-Friday.

**WORKING CONDITIONS**:

- Office environment.
- Manual dexterity required to use desktop computer and peripherals.
- Overtime as required.
- Lifting or moving up to 10lbs may be required.

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