Contact Centre Representative

Contact Centre Representative (18-Month Contract)

Who We Are

Util-Assist is a leading consulting and services company to electric, water, and gas utilities, with customers throughout Canada and the United States. Utilities today are undergoing an exciting digital transformation; the widespread deployment of smart grid technologies and renewable energy sources is colliding with customer demand for electric vehicles, energy savings, and better customer experiences to produce a dramatic shift in how utilities do business. Util-Assist is at the forefront of that shift.

Our vision is to be the trusted partner in driving digital innovation that reshapes the utility landscape. To bring that vision to life, Util-Assist is leading the way in helping utilities take advantage of the latest developments in utility IT, with growing practices for data analytics and customer experience consulting building on our well-established smart grid procurement and implementation management services. Our managed services division leverages advancements in utility IT systems to deliver a variety of services to utility customers, including outage communications management, managed billing, and AI-enabled substation security monitoring.

Teamwork is key to the success of the Util-Assist family; mutual respect, cooperation, and honesty are hallmarks of our principles. We offer a range of energizing, multi-disciplinary careers in a high-tech industry, with great potential for development and advancement as both the industry and our company continue to grow. Util-Assist’s flexible work environment allows you to work from anywhere, letting you choose the work arrangements that make the most sense for you. We will give you the tools and support to succeed in our business, wherever you are.

We are firmly committed to fostering a welcoming, positive, and diverse workplace. Thanks to our outstanding culture, we are the proud recipients of several national and local awards, including the Great Place to Work certification, the Employee Recommended Workplace Award (three years running), the York Region Business of the Year award, and the Newmarket Large Business of the Year Award.

We’re excited to meet you! Learn more about Util-Assist at www.util-assist.com.

What We Need:

The Contact Centre Representative (CCR) is responsible for providing excellent customer service by responding to customer inquiries regarding services for Utility customers, consistent with company guidelines. This position specifically provides call and administrative support to supplement a shift from 12:30 p.m. – 8:30 p.m. EST.

What You’ll Do:

• Effectively manage voice call interactions and respond to customer emails in a professional manner
• Make payment arrangements with customers and respond to general inquiries regarding payments or charges
• Provide clients with direction regarding move requests including required documentation, security deposits and account set-up
• Diffuse upset customers and ensure information is communicated appropriately
• Provide customers with information regarding the on-line portal and self-serve options
• Guide customers on requirements to apply for financial assistance
• Keep abreast of changes and updates to systems, processes and procedures
• Analyze and process move-in, move-out and pre-authorized payment plan forms received from customers
• Verify all the information on the enrollment form is accurate prior to creating the move in the CIS
• Ensure all documentation is processed and appropriately filed
• Assist in the collection of outstanding accounts via various communication channels
• Analyze assigned service orders to make necessary adjustments on customer accounts
• Prepare reports and listings ensuring that information has been cross-referenced for accuracy
• Participate in the training of new employees
• Participate in ad-hoc projects and other tasks that may be assigned

What You Will Bring:

Skills

• Advanced customer service skills
• Advanced verbal and written communication skills
• Intermediate time management and organization skills
• Intermediate problem-solving skills
• Advanced MS Office skills (Word and Excel)

Knowledge/Education

• Intermediate knowledge of Contact Centre practices and procedures
• Intermediate knowledge of industry standards and internal policies

Working Conditions

• Work-life balance with flexible hybrid working arrangements
• Working flexible hours (based on business needs to include on-call shift rotation)
• This role supports the US holiday schedule and at times will need provide call support during Canadian Statutory holidays
• A successful SIN and passport clearance along with a police vulnerability check is required
• In order to satisfy our obligation to provide a safe and healthy work environment and to meet the needs and standards of our clients, the successful candidate will be required, as a condition of employment, to provide proof of full vaccination against COVID-19 in accordance with Util-Assist’s vaccination policy. Util-Assist will comply with its obligations under applicable human rights legislation to accommodate the successful candidate if unable to receive the vaccine due to medical and/or religious reasons, up to the point of undue hardship. Additionally, if the successful candidate does not provide proof of vaccination, Util-Assist will consider whether the inability to provide proof of vaccination was the result of a lack of availability of the vaccine at the time of offer, or because the start date does not allow for vaccination prior to commencing work, and/or the successful candidate's reason for not being vaccinated. Failure to provide proof of full vaccination against COVID-19 may result in an offer of employment being rescinded

What We Offer:

Company Benefits

• A competitive base salary
• The opportunity to work with an innovative company that is on the leading edge of technology
• Ample career advancement opportunities in a fast-growing company
• A fun, social and award-winning culture with true team collaboration
• Employee Assistance Program (EAP)
• Parental leave top-up program
• Three (3) month waiting period to be enrolled into benefits for a full-time employee
  • Benefits (through Sun Life) – 95% employer paid
    • Vision – $200 every 24 months
    • Dental – 80% for preventative and basic procedures, with a max $2,500 per person every 12 months
  • Benefits (through Sun Life) – 5% employee paid
    • Life insurance
    • Dependent life (if applicable)
• Long term disability – 75% of your monthly basic earnings up to a maximum of $8,000
• Life insurance – employee life $25,000, spouse $10,000, child $5,000
• Retirement Plan – 3 month waiting period to join, matching by Util-Assist begins after 1 year of employment
  • Matching 1-4 years: up to 2% of earnings
  • Matching 5-7 years: up to 3% of earnings
  • Matching 8+ years: up to 4% of earnings

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

February 23, 2024

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

Util-Assist is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.