Customer Engagement Specialist

**CUSTOMER ENGAGEMENT SPECIALIST**

**WINNIPEG**

**_ Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers_**

**_ Great Benefits_**
- Competitive salary and benefits package.
- Defined-benefit pension plan.
- Nine-day work cycle which normally results in every other Monday off, providing for a balanced approach to work, family life

and community.

Manitoba Hydro is a leader among energy companies in North America, recognized for providing highly reliable service and
exceptional customer satisfaction. Join our team of Manitoba's best as we continue to build a company that supports innovation,
commitment and customer service.

Under the direction of a Customer Engagement Centre Supervisor, the Specialist is responsible for delivering a customer-centric
experience while supporting Manitoba Hydro's Strategy 2040 objectives, acting as an advocate for customers in a constantly
evolving energy landscape.

Responsible for handling customer inquiries, providing assistance, and resolving issues through the mediums of digital, voice, and
other channels. Key tasks and responsibilities include interacting with customers in an accurate, timely, and friendly manner, actively
listening for issues and providing suitable solutions, and offering support to provide a positive customer experience. Will strive to
achieve all designated service levels, focusing on Customer Engagement Centre metrics, and ultimately - customer satisfaction.

**_ Responsibilities:_**
- Respond to gas service, emergency, and electric power outage calls by following company procedures to ensure customer

safety and prevent property damage.
- Provide exceptional customer service in accordance with matters of billing and credit, providing detailed account information

on:

- Individual transactions, charges, credits, and balances on a variety of billing types.
- Historical patterns and changes.
- Meter reading types and procedures.
- Communicate effectively with Customer Service Centres and/or Dispatch on service orders as required.
- Negotiate, authorize, and monitor payment arrangements and customer information within departmental, Corporate and

Government policies and procedures including the Freedom of Information and Protection of Privacy Act.
- Co-ordinate the reconnection of services as required.
- Initiate advanced collection procedures on outstanding accounts including disconnection of service and referrals to third

parties.
- Identify and advance vulnerable persons and those with unique and special circumstances to the department's community

social worker liaison.
- Create and complete a variety of transactions in various systems.
- Maintain cooperative relationships with stakeholders for the purpose of sharing information, providing input and participation

on cross functional teams and committees.
- Explain various billing transactions, including:

- Late payment charges, service charges, flat rates, rentals, and contracts.
- Educate customers on our products and services, such as:

- Equal Payment Plan, Pre-Authorized Payment Plan, and online Customer Service Portal.
- Energy accounts and Loans & Financing programs.
- Work fluidly across queues and channels as directed, or as required by volumes, completing other duties as assigned and

designated.
- May be required to work during outages or emergency scenarios occurring outside the normal hours of the Engagement

Centre.
- MANITOBA HYDRO IS COMMITTED TO DIVERSITY AND EMPLOYMENT EQUITY

Reference Code: CO56827785-01

**_ Qualifications:_**
- Grade 12 education or equivalent, proficiency in basic mathematics and keyboarding skills.
- Minimum of two years of relevant customer service experience.
- Must possess proficiency in both written and oral in English language. Proficiency in oral and written French would be
- considered an asset.- Experience in a fast-paced Customer Service environment which may include clerical duties such as: answering phone calls,

Legal, Financial, Healthcare, Tourism, or retail/restaurant managerial experience.
- Proven ability to operate a computer and use the basic features of Word and Excel.

**Notes/Comments**:
May be required to work according to a rotation shift schedule that encompasses Saturdays as part of the work week. This position
is not eligible for remote work.

**_ Salary Range_**

Starting salary will be commensurate with qualifications and experience. The range for the classification is $1,807.25-$2,366.60
Bi-weekly / $46,988.50-$61,531.60 Annually.

We thank you for your interest and will contact you if you are selected for an interview.

**_ This document is available in accessible formats upon request. Please let us know if you require any accommodations_**
**_during the recruitment process._**
IND1