Power & Customer Care Specialist (1-Year Contract)

The Opportunity:

We are seeking a skilled Power & Customer Care Specialist to join our growing PowerAssist team for a 1 year contract opportunity! As a Power & Customer Care Specialist you will play a crucial role in 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, including on-call shift rotations, based on business needs.
• Support U.S. holiday schedules, with potential requirements to work during Canadian statutory holidays.
• Hybrid office environment.

What You Bring:

• 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

Who You Are:

• 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 manage multiple priorities efficiently.
• Bilingual is considered an asset.