Call Center Representative

Call Center Representative (6-Month Contract - Hybrid)

• Who We Are:

Util-Assist is a leading consulting and services partner to electric, water, and gas utilities across North America. We help utilities navigate digital transformation—empowering them with smart technology, data-driven solutions, and customer-first services. From outage communications to billing support and grid security, we're reshaping how utilities serve their communities.

At Util-Assist, our people are our power. We foster a flexible, supportive workplace grounded in four core values: Deliver Excellence, Put People First, Do the Right Thing, and Be Humble. Recognized as a Great Place to Work, we offer rewarding, purpose-driven careers where you can grow, innovate, and make a real impact.

Learn more at

The Opportunity:

We are seeking a skilled Power & Customer Care Specialist to join our growing Power Assist team The Power & Customer Care Specialist plays a vital role in delivering exceptional customer service by responding to utility customer billing inquiries and supporting power outage management in alignment with company guidelines. In this role, you will assist customers with a variety of service-related questions, ensuring they receive timely, accurate, and professional support.

Along with keeping customers informed about power outages through phone and digital channels (WebChat and SMS), You will also provide contact center billing support, assisting customers with account-related inquiries along with contributing to Util-Assist's "SecureAssist" service, helping to protect critical utility assets by monitoring security camera alerts to prevent theft and vandalism.

We are looking for a customer-focused, detail-oriented professional with strong communication skills and the ability to multitask in a fast-paced environment. This is an exciting opportunity to provide essential utility support, ensuring both exceptional customer experiences and operational security.

What You'll be Doing:

Customer Support & Account Management:

• Respond to customer inquiries professionally, ensuring accurate documentation.
• Triage power outage issues and provide customers with restoration updates via phone, IVR messaging, and Twitter feeds.
• Facilitate remote power reconnections and route calls to appropriate departments based on customer needs.
• Assist with billing, payment arrangements, and account-related concerns.
• Guide customers through move-in/move-out processes and self-serve options.
• Diffuse upset customers, ensuring concerns are handled effectively and professionally.
• Assist customers with the financial aid application process when applicable.
• Support the collection of outstanding accounts through various communication channels.

Process & Documentation Management:

• Process move-in, move-out, and payment plan forms into the CIS, ensuring accuracy before submission.
• Verify all enrollment form details are correct before processing account changes.
• Ensure all documentation is processed, filed, and maintained appropriately.
• Analyze assigned service orders and adjustments customer accounts in alignment with company procedure.
• Generate reports and listings, cross-referencing information for accuracy.
• Monitor security cameras and report potential theft or vandalism.
• Keep supervisors informed of any service-impacting issues.

Training & Continuous Improvement:

• Stay informed on systems, processes, and procedural updates to ensure compliance and efficiency.
• Training and mentor new employees, sharing best practices and operational knowledge.
• Contribute to ad-hoc projects and other assigned tasks to support team initiatives.

Schedule & Availability:

• Work flexible hours, based on business needs.
• Work on call shift rotations (4 days on, 4 days off, 12 hours rotating through days and nights )
• Support U.S. holiday schedules, with potential requirements to work during Canadian statutory holidays.
• Hybrid environment based out of Newmarket, ON.

What Kind of Person Should You Be:

• Advanced customer service skills, with a strong focus on professionalism and empathy.
• Advanced verbal and written communication skills for clear and effective interactions.
• Advanced problem-solving, multitasking, and organizational skills to handle multiple priorities efficiently.
• Bilingual is considered an asset.

What Skills Do You Need:

• 3-5 years' experience in a Contact Centre or customer service role handling both voice and digital communications.
• Previous experience in the utility industry is an asset.
• Ability to navigate a 12-hour shift schedule, including days, nights, weekends, and holidays, in a 24/7 operational environment.
• Advanced knowledge of Contact Centre practices and procedures
• Experience with voice and digital channel interactions (WebChat and SMS) is an asset
• Intermediate knowledge outage management software applications
• Intermediate knowledge of Electrical Billing practices
• Intermediate knowledge of Control Room operations
• Intermediate knowledge of the Employment Standards Act
• Intermediate knowledge of the Ontario Electrical Safety Code
• Intermediate proficiency in MS Office (Word and Excel) and social media platforms.

Why You'll Love Working at Util-Assist

At Util-Assist, we believe work should empower you—not overwhelm you. Here's what makes us a great place to grow your career:

• Work-Life Balance: Enjoy a truly flexible work environment with hybrid work arrangements and adaptable hours.
• Summer Hours Program: Flex your schedule to enjoy extra days off from June to August
• Award-Winning Culture: Be part of a collaborative, inclusive, and growth-focused team that's proud to be certified as a Great Place to Work four years running.
• Career Growth: Thrive in a fast-growing company where your ambitions are supported and your development matters.
• Innovative Environment: Work at the forefront of utility transformation, surrounded by forward-thinking teammates and impactful projects.
• Competitive Compensation: Receive a pay package that recognizes your expertise and contributions.
• Perks & Discounts: Take advantage of exclusive offers on fitness memberships, mobile/data plans, and vehicle purchases.

To work with us, successful candidates must complete a SIN and passport verification and pass a police vulnerability check.

We understand that great talent comes in many forms—even if you don't meet every requirement listed, we encourage you to apply if you're excited about the role and eager to learn and grow in a dynamic environment.

Util-Assist is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from all qualified individuals and provide accommodations during the recruitment process upon request. To request accommodation, please contact us at -. All accommodation requests will be handled confidentially.

Please note that Util-Assist does not offer immigration-related support, such as visa sponsorship, work permit applications, or permanent residency assistance. Candidates must have current legal authorization to work in Canada or the U.S. Sponsorship decisions, if any, are made on a case-by-case basis based on business needs.

Individuals interested in applying please submit resume and cover letter by:

November 25, 2025

We thank all applicants for their interest in Util-Assist; however, only those selected for an interview will be contacted.