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À propos
We are looking for a dedicated individual to join our team as a Customer Service Representative – Temporary for approximately 18 months. Reporting to the Manager, Customer Experience, this position plays a key role in delivering high-quality customer service and support for billing, new and ongoing services, and general account inquiries.
This is an on-site position at 1340 Brant Street, Burlington. Eligible employees may participate in our Hybrid Work from Home Program, which allows for remote work one (1) day per week.
What You Will Do
Provide professional, efficient, and courteous customer service through multiple channels (phone, email, chat, etc.) for billing, collections, and service-related inquiries
Act as a brand ambassador for Burlington Hydro by delivering a consistent, positive customer experience
Respond to customer inquiries with a friendly, respectful, and solutions-focused approach from initial contact through to resolution
Identify, investigate, and resolve customer concerns, escalating issues to the Manager as required
Navigate and utilize the Customer Information System (CIS) to manage customer accounts accurately and efficiently
Educate customers on Burlington Hydro policies, services, programs, and billing processes
Process service orders, including new connections, disconnections, and account updates
Support the handling of new service applications, deposits, high-bill inquiries, and billing adjustments
Provide support for collections and cash desk operations, as needed
Collaborate with internal departments, including Billing and Engineering, to investigate and resolve customer issues
Complete administrative tasks and contribute to departmental initiatives as required
All other duties as assigned
What We Are Looking For
Post-secondary degree or diploma in Business, Office Administration, or a related field, or an equivalent combination of education and experience
Minimum three (3) years of experience in customer service or customer accounts
What You'll Need to Be Successful
Proficiency in Microsoft Office applications, including Word, Excel, and Outlook
Strong problem-solving, analytical, mathematical, and negotiation skills, with excellent verbal, written, and active listening abilities
Solid understanding of billing processes and customer billing statements
Demonstrated commitment to delivering exceptional customer service, including effectively managing challenging interactions in accordance with Ontario Energy Board (OEB) requirements and Burlington Hydro service standards
Strong organizational skills and attention to detail, with the ability to manage multiple tasks, prioritize effectively, and meet deadlines
A commitment to continuous improvement, including experience documenting processes and supporting training initiatives for team members
Reliable attendance and punctuality, with the ability to work collaboratively in a team-based environment
Compétences linguistiques
- English
Avis aux utilisateurs
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