Call Center Representative

1 week ago

Vegreville, Canada Sure Power Consulting, LLC Full time

Position is located in Vegreville, Alberta / Great Opportunity Full time hours - contract expected for at least 1 year

Call Center Representative - Respond to customer inquiries regarding electric service, rates, billing, collections and emergencies with assistance. Gain basic knowledge of customer service policies and procedures, key issues, marketing/consumer programs, emergency and procedures and rules and regulations. Position may report to the Customer Care Center or other customer service areas, such as Credit & Collections, Commercial Credit, or Billing Services. May assist the Digital Care Team.

**Minimum Requirements**:

- Proficient with a computer, calculator, mouse and keyboard.
- Demonstrate high level of verbal communication skills and basic math skills and written communication skills
- A good understanding of customer service policies and procedures, rates, rules and regulations, and experience with Customer Care & Billing (CC&B) system are preferred.
- Must successfully complete the new hire training program that includes four phases of instructor led, web-based training and advisor job immersion.
- Retention in this position is contingent upon the successful completion of all four phases of training, including the immersion period that follows each training phase, and obtaining an 80% or better score on all job performance evaluation modules.
- Must be able to commit to attending all scheduled phases of training and immersion (notwithstanding any absence protected by law or pre-planned and approved by Customer Care Center leadership).
- All training and immersion dates will be provided at the time a job offer is made.
- Working shifts outside traditional Monday to Friday daytime hours may be required including holidays, after-hours, overtime, and being on-call.

**Major Accountabilities**:

- Demonstrate empathy and use critical thinking to resolve issues or problems, such as power outages, billing disputes, or the customer's inability to pay. Explain energy assistance programs or make referrals for agency assistance, as appropriate.
- Utilize CC&B system to research customer inquiries and initiate and follow-through on work orders to completion, as appropriate.
- Explain service plan options and recommend the most compatible plan, based on customer lifestyle, type and size of dwelling, type of cooling, and meter accessibility.
- Evaluate credit history, and negotiate payment arrangements for deposits, delinquent bills, final bills and returned checks, as appropriate.
- Keep supervisor informed about critical/sensitive customer issues and escalate calls as defined such as reports of death/injury, threats, and safety/health issues.
- Attend initial and ongoing training and demonstrate proficiency with required knowledge, information and equipment that is pertinent to the job including customer service guidelines, marketing/consumer programs, emergency procedures and rules and regulations, as well as handling call types and transactions equivalent to training received.
- Perform other duties as assigned relative to the operation of the Customer Care Center.

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