Customer Service Representative

Why Join Us?

At CARMA, our vibrant culture is the foundation of everything we do, fostering connections and ensuring employees feel valued, engaged, and part of a supportive community.

Founded in 1977, CARMA was the first Measurement Canada-approved supplier of electronic submetering systems, installing over 350,000 meters nationwide, with more than 150,000 suites under contract. We provide submetering systems, billing services, and data for cost recovery and sustainability reporting across Canada, with offices in Lindsay, Toronto, Calgary, Edmonton, and Vancouver.

Proud to be Great Place to Work certified, we are committed to Diversity, Equity, Inclusion (DE&I), Environmental, Social, and Governance (ESG) principles, and Corporate Social Responsibility (CSR). With a robust benefits package, we create an environment where employees can thrive both personally and professionally.

Our core values of accountability, teamwork, customer-centricity, respect, and excellence guide us in every decision and interaction. If these values align with yours, CARMA could be the perfect place for your next career move - where we encourage growth, prioritize collaboration, and celebrate success together.

Here's what you can expect as part of the CARMA experience:

• Competitive Salaries: A rewarding structure based on experience and performance.
• Company-Wide Annual Salary Increase: Recognition of your contributions through annual salary adjustments.
• Comprehensive Benefits Package: Including a healthcare spending account, dental and prescription drug coverage, life and disability insurance, an employee and family assistance program, and more.
• Paid Sick Leave: Your health matters. We offer paid sick leave so you can rest and recover without financial worry.
• Paid Personal Leave: Maintain work-life balance with paid personal leave for family time, appointments, or self-care.
• Additional Vacation Leave: Additional days off to help you relax, recharge, and maintain a healthy work-life balance.
• Wellness Week: A dedicated time to focus on health and well-being.
• Investment in Tools & Resources: We invest in the latest tools, technology, and training to support your success and professional growth.
• Professional Development Support: We provide resources and allowances for ongoing learning and career growth.
• Employee Engagement Program: Initiatives designed to keep employees involved, motivated, and connected.
• Team-Building Activities: We regularly organize activities that promote creativity, collaboration, and unity, building strong, trusting teams.
• Monthly Company Lunches: A time to unwind, enjoy great food, and strengthen relationships with colleagues, celebrating both work and personal milestones.
• Quarterly Townhall Meetings: We value open and transparent communication. These meetings keep everyone informed, encourage discussions, and include training sessions to support continuous learning. Plus, our "Ask Me Anything" sessions allow for direct interaction with leadership.
• Volunteer and Community Involvement Opportunities: CARMA supports employees who want to give back to their communities through service.
• Employee Referral Program: Rewarding employees for helping us grow the team with successful referrals.
• Employee Recognition and Awards: Celebrating achievements and outstanding contributions across the company.

If you're passionate about delivering exceptional customer experiences and thrive in a dynamic, team-oriented environment, we have an exciting opportunity for a Customer Service Representative to join our team in Lindsay, ON. Our core business hours are from 8:00 AM to 5:00 PM, Monday to Friday. This role is perfect for someone eager to make a meaningful impact, build strong relationships with clients, and contribute to innovative solutions in customer support and account management.

General Description:

Under the general direction of the Vice-President of Billing and Customer Service, the Customer Service Representative will be responsible for the care of all Customer inquiries, requests and concerns. The Customer Service Representative will be current with government regulation, rates and billing practices to be able to respond in a professional manner to customer concerns. The Customer Service Representative is well organized and will perform all administrative duties in a timely and accurate manner to ensure customer information is maintained within the billing system.

Characteristics, Features, Requirements:

This position requires expertise in all aspects of Customer Support. You will be expected to deal directly with CARMA's customers, including Property Managers, condominium board members, and developers, CARMA sales representatives and technicians. You will also demonstrate clearly your ability to work independently and perform all of the requirements found with each of the primary work responsibilities described below – Customer Service Representative Responsibilities. Critical to these responsibilities, is the requirement to complete assigned tasks successfully and on-time.

Reporting:

The Customer Service Representative reports directly to the Customer Service Manager, or designate; who will assign, monitor and review performance goals and objectives and weekly work schedules.

Important and Essential Duties:

The duties of this position include, but are not limited to, the following:

Customer Care Responsibilities

· Answer incoming phone calls and emails from occupants/property managers of multi-residential/commercial buildings, nationwide;

· Provide customers with product and service information; address customers inquires and respond to account and billing inquiries and adjustments, requests for service and other issues related to utility billing;

· Resolve billing or service complaints and refers grievances to designated departments for investigation;

· Respond promptly to customer inquiries and maintain a positive, empathetic and professional attitude toward customers at all times;

· Keep records of all conversations database in a comprehensible way;

· Recognize, document and alert the supervisor of trends in customer calls;

· Route calls to appropriate resources.

Account Representative Responsibilities

· Build sustainable relationships and engage occupants by taking the extra mile;

· Deliver a personalized 1:1 customer experience with property managers;

· Manage filing, mailing, correspondence and other administrative tasks;

· Communicate and coordinate with colleagues as necessary;

· Actively pursue overdue accounts and collection activity;

· Routine accounting work processing payments utilizing utility software, invoicing and accounts receivable documentation, maintenance and reconciliation;

· Complete contract forms, prepare change of address records, and issue discontinuance orders.

Experience/Knowledge/Ability

• Strong phone and verbal communication skills along with active listening;
• Familiarity with CRM systems and practices;
• Knowledge of customer service practices and principles;
• Ability to handle stressful situation appropriately;
• Excellent data entry and administrative skills; accuracy and attention to detail;
• Previous experience or knowledge of utility billing is an asset;
• Understanding of Ontario Energy Board Regulations (OEB);
• Self-motivated and will take the initiative to work with limited supervision;
• Ability to calculate figures and amounts such as discounts, interest, proportions, and percentages;
• Numerical Competence; ability to solve complex problems, manage and analyze data;
• Exceptional organization and time management skills; ability to multitask and manage time effectively.

Qualifications

· High School graduate with 1-3 years customer support experience;

· Proven track record of over-achieving quota and goals;

· Knowledge of Microsoft Office applications, particularly Excel, Word, and Outlook;

· Bilingualism (French/English) and/or proficiency in a second language is considered an asset;

· Experience with Harris NorthStar or other utility grade Software is preferred.

Working Conditions

· Incoming calls, providing customer support nationwide;

· Office environment using computer, phone, software & other office equipment;

· Will sit for long periods of time;

· On occasion, may be required to work evenings or weekends to meet department deadlines;

· A collaborative and supportive work environment focused on employee engagement and professional growth.

Job Types: Full-time, Permanent

Expected hours: 42.5 per week

Benefits:

• Casual dress
• Company events
• Dental care
• Discounted or free food
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• VRSP

Application question(s):

• You acknowledge that this position is full-time in-person, Monday to Friday from 8:00 AM to 5:00 PM EST, with no remote work available?
• You acknowledge that this position is located in Lindsay, ON, in a call-centre environment?

Experience:

• Customer Service: 1 year (required)

Work Location: In person