Customer Service Representative

1 day ago

Vaughan, Canada Provident Energy Management Inc. Full time

**ROLE**:
Reporting to the Customer Service Supervisor, the Senior Customer Service Representative is an experienced customer service professional who will provide senior-level support to the customer service team and assist the supervisor and Customer Service Manager through various tasks or projects. The Senior Customer Service Representative will participate in new hire training, ongoing training initiatives while providing the team with support for escalations and complex customer service issues.
**RESPONSIBILITIES**

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

- Logging into the call queue and taking customer calls when other tasks are not taking place (approximately 60 - 70%of the time).
- Record all customer service activities, comments and account information in a clear and concise manner, as per departmental guidelines.
- Act as the primary resource for analyzing and resolving customer service related issues and provide guidance to team members to reduce customer escalations.
Complete Deposit Reductions and Payment Transfers.
- Issue service tickets to the Metering Department and attend related weekly meetings.
Provide support to the Customer Service Representatives as required.
- Contact any customer with unusual utility consumption.
- Assist the Customer Service Supervisor with new hire onboarding and training as required.
- Ensure training materials and templates are current and relevant, updating as required.
- Assist the Leadership Team with the implementation of new processes and initiatives.
- Any and all other duties as assigned to meet Company objectives

**CORE COMPETENCIES**:

- Adaptability
- Communication
- Initiative
- Dependability
- Organization Skills
- Teamwork
- Problem Solving
**REQUIREMENTS**
- Completion of Highschool or GED and post-secondary education in related field.
- A minimum of one (1) year of work experience for a Utility Provider.
- A minimum of two (2) years of 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 while resolving customer escalations/issues.
- Energetic team player.
**WORKING CONDITIONS**:

- Normally an office environment, due to the Covid-19 pandemic, the office environment will temporarily be divided between both home-based and company-based offices, with the office set up to allow for distancing per Ontario Health guidelines.
- Ability to attend and participate in meetings, often remotely from home, using software (Microsoft Teams, Zoom, Skype, etc.).
- 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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