Customer Service Representative (PWU)

Position Purpose The Customer Service Rep is the main point of contact for Alectra customers, committed to providing service excellence and exceeding customer expectations.   Key Responsibilities/Accountabilities 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. Understanding of Privacy Legislation, and its application within the department. Familiarity with Ontario Energy Board compliance requirements and regulation. Responsible for a working knowledge and understanding of and make all efforts reasonable to work in accordance with and ensuring work is done in compliance with the appropriate safety legislation, EUSR rules, Alectra policies and procedures and safe work practices that apply to the work while adhering to the internal responsibility system. Reports any unsafe conditions or observed unsafe work practices using Alectra procedures. 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 minimal 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. Working Conditions Work involves minimal unpleasant conditions or hazards, resulting in minimal discomfort or risk of danger - work is performed in the office.