Contact Centre Representative

**CONTACT CENTRE REPRESENTATIVE**

**Who We Are**:
Util-Assist is a leading consulting 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 meter procurement and implementation management services. Our managed services division provides a variety of services to utility customers, including outage management, hosted billing, and intelligent monitoring services.

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 new hybrid/remote-friendly work model allows us to effectively engage and support our staff by offering a diverse range of employment options, whether in office, on a hybrid schedule, or fully remote. Using technology that maximizes performance, our staff work wherever they can best serve our customers productively and efficiently, with the support they need to be most effective.

We are firmly committed to fostering a welcoming, positive, and diverse workplace. Thanks to our outstanding culture, we are the proud recipients of several national and local awards, including the Employee Recommended Workplace Award (three years running), the York Region Business of the Year award, and the Newmarket Large Business of the Year Award.

**What We Need**:
**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
- Validate information provided to ensure accurate information is entered in the CIS and portal
- Ensure all documentation is processed and appropriately filed
- Assist in the collection of outstanding accounts via various communication channels
- Analyze assigned service orders to make necessary adjustments on customer accounts
- Prepare 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

**What You’ll Bring**:
**Experience and Education**:

- 3-5 years of experience in a call centre or customer service role
- Previous experience in the utility industry an asset

**Skills**:

- Advanced customer service skills
- Advance verbal and written communication skills
- Advanced problem-solving skills
- Advanced multi-tasking skills
- Advanced organization skills
- Intermediate Microsoft Office and social media skills

**Knowledge**:

- Intermediate knowledge of Contact Centre practices and procedures
- Intermediate knowledge of industry standards and internal policies

**Working Conditions**:

- Hybrid office environment
- A successful SIN and passport clearance along with a police vulnerability check is required

**What We Offer**:

- A competitive base salary and comprehensive health benefits
- Work-life balance with flexible working arrangements
- The opportunity to work with an innovative company that is on the leading edge of technology
- Plenty of opportunity for career advancement in a fast-growing company
- A results-driven environment
- True team collaboration
- A fun, social, award-winning culture

**Company Benefits**:

- EAP (Employee Assistance Program)
- Hybrid workforce
- Flexible working hours
- Career development opportunities
- Parental leave top-up
- Three (3) month waiting period to be enrolled into benefits (through Sun Life) for a full-time employee
- Healthcare, dental, AD&D, and LTD is 100% employer paid
- Life Insurance and Dependent Life is 95% emp