Customer Service Rep

Join our team
Customer Service Rep (PWU)
Posting # 2025-200, 201, 202 & 203
**Location**: St.Catharines (Vansickle), Mississauga (Derry), Vaughan (Cityview), Hybrid
**Posting Open**: September 22, 205
**Department**: Customer Care (Contact Centre)
**Number of Vacancies**: 4
**Hours Per Week**: 35
**Rate of Pay**: $31.62/hr - $46.30/hr
At Alectra, we’re not just about powering communities; we’re about empowering our people. We prioritize well-being through a culture that fosters collaboration, innovation and continuous growth. We believe in providing a supportive and inclusive environment where everyone can thrive and make an impact.
**Position Purpose**:
The Customer Service Representative is the main point of contact for Alectra customers, committed to providing service excellence and exceeding customer expectations.

**Responsibilities**:

- Answer incoming telephone inquiries for electric and water customers; respond to customer inquiries through multi-channel services.
- Provides assistance to customers with web portal and on line inquiries
- Establishes and closes accounts for residential and commercial customers and complete all daily work as assigned
- Based on current policies and guidelines, makes pay plans/payment arrangements for outstanding amounts on final and disconnect notices, and security deposits; initiates payment investigations; and provides mitigation strategies to assist customers in arrears
- Performs tasks required to support water services including liaison activities, inquiries and reporting
- Be fully knowledgeable of the Ontario Energy Board initiatives including the Ontario Electricity Support Program and the Low-income Energy Assistance Program and direct customers in need of financial assistance to social agencies and community support partners
- Assists customers with their understanding of account charges and resolve billing inquiries including high bill concerns; and recommends solutions to reduce consumption and costs.
- Supports all business processes related to customer account management including account start / stop, billing, collections and payments
- Performs user acceptance testing of system and procedural changes, documenting new and revised procedures to provide the efficient customer services
- Performs tasks to support billing functions such as entering and updating access notes and customer contact information.
- Responds to Customer Inquiries from electronic sources, letter mail, faxes etc.
- Responds to customer inquiries with pre-authorized plans and equal payment plans
- Provide information about security deposits and process exceptions within approved policies and guidelines.
- Works with customers to help them understand their energy consumption profile while promoting energy conservation and corporate initiatives to create better electrical consumption awareness; and recommend solutions to reduce electricity consumption and costs.
- Schedule customer reconnections and appointments; issue field activity for external work to be completed
- Provides customer support during power outages
- Familiarity with Ontario Energy Board compliance requirements and regulation
- Responsible for demonstrating and maintaining a working knowledge and understanding of the Company’s safety policies and practices. Report any unsafe conditions or observed unsafe practices and make all efforts reasonable to work in accordance with The Ontario Health and Safety Act.
- The incumbent may be asked to perform other related duties which may be assigned from time to time.

**Qualifications, Knowledge, Skills and Competencies**:
Education & Specialized Knowledge
- Minimum of High School Education required
- College diploma or University Degree in business or other related field and/or equivalent experience is an asset

Experience
- Minimum one (1) year related experience.
- Experience in a high-volume call centre environment is an asset
- Experience in dealing with difficult customers, situations and moderately/complex problems

Skills/Abilities/Competencies
- Demonstrated MS Office experience with Word and Excel
- Ability to make quick and accurate decisions with mínimal supervision that support the company procedures
- Demonstrated Customer Service skills, working both with internal and external stakeholders
- Proven keyboarding competency and accuracy is required
- Excellent verbal and written communication skills
- Must be able to work from other locations as required as per guidelines within the Collective Agreement
- Ability to multi-task in a fast-paced environment

Who we are
As the largest municipally owned electric utility in Canada, we are committed to growing, evolving and remaining innovative to build a sustainable and brighter future. Our values set us apart and are our fundamental beliefs about our organization:
**Safety**: Stay aware, prevent risks and protect each other.
**Respect**: Value everyone, act honestly and foster inclusion.
**Customer Focus**: Be reliable,