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Customer Care Representative
2 weeks ago
This position requires a proactive, patient and reliable person to anticipate and meet the needs of customers and the company. Strong skills in customer service, problem solving, de-escalation, multitasking, prioritization, policy and procedure compliance, data / information management and billing / finance are needed for success. Must be experienced working in a high volume fast paced billing environment independently and as part of a team.
Full time (37.5 hours/week)
Working Hours: 8:30 am - 5:00 pm Monday to Friday
Location: We are a Guelph based business that works remotely locally. This is a remote - work from home position although we are seeking someone who resides in the Region (Waterloo, Kitchener, Cambridge, Guelph or surrounding areas)
Compensation: $27.50/hr starting salary plus paid vacation and annual Health Spending Account and extended health coverage available after successful completion of 3 month probationary period.
You have:
- Post-Secondary education in Administration, Business, Accounting, or other discipline with equivalent experience
- 3+ years of relevant experience in call center environment
- strong communication and customer service skills
- friendly, helpful and patient
- a professional customer service telephone manner
- conflict resolution / de-escalation skills
- experience working in fast paced high volume environments
- strong computer (MS Office and Google) and database skills, specifically with spreadsheets
- ability to interpret and follow corporate policy and procedures
- experienced with Accounts Receivable (billing / finance)
- very high attention to detail with a focus on accuracy with large volumes of information
- strong ability to work with numbers
- strong problem-solving skills with the ability to investigate and resolve issues
- highly organized
- very strong time management and prioritization skills with many tasks and fluctuating workload levels
- demonstrated experience working independently and dependably
- work well as part of a team
- self-motivated and takes ownership of work
- clean criminal record supported by Criminal Record Check
Responsibilities include:
- works closely with the Billing Specialist to ensure customer needs are met
- processing new account requests and close account requests
- adding/updating PAD payment information
- updating account information
- implement CCE Customer Complaints Policies & Procedures
- addressing high bill inquiries through assessment of utility usage and billing rates
- identifying billing errors and requesting bill correction from management
- maintain accurate database of client files including information regarding contact, payments and communication
- identifying and documenting account issues for resolution
- consistently, communicate and enforce Arrears Management Policies with customers
- generate meter reading requests for technical staff
- work in accordance will all CCE company policies and procedures
- attend team meetings and regular touch-in calls
- general office duties as assigned
**Job Types**: Full-time, Permanent
Pay: From $27.50 per hour
**Benefits**:
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
**Education**:
- DCS / DEC (required)
**Experience**:
- Customer service: 3 years (required)
**Language**:
- English (required)
Work Location: In person
