Description
POSITION TYPE FULL-TIME
In this role, you will serve as a trusted point of contact, responding to inquiries, offering guidance, and resolving concerns through voice, and other communication channels, all with a focus on clarity, empathy, and service excellence. Key tasks and responsibilities include interacting with customers in an accurate, timely, and friendly manner, actively listening for issues and providing customized solutions, and offering support to provide a positive customer experience. You will strive to achieve all designated service levels and contribute to the success of service levels, enterprise goals, and ultimately – customer satisfaction.
Responsibilities:
- Provide exceptional customer service in accordance with matters of billing and collections activities, providing detailed account information on:
- Individual transactions, charges, credits, and balances on a variety of billing types.
- Historical patterns and changes.
- Meter reading types and procedures.
- Educate customers on our products and services, such as:
- Equal Payment Plan, Pre-Authorized Payment Plan, and online Customer Service Portal.
- Energy accounts and Loans & Financing programs.
- Support various billing transactions, including:
- Late payment charges, service charges, dispute tests, flat rates, rentals, and contracts.
- Respond to gas service, emergency, and electric power outage calls by following company procedures to ensure customer safety and prevent property damage.
- Work fluidly across queues and channels as directed, or as required by volumes, completing other duties as assigned and
- May be required to work during outages or emergency scenarios occurring outside the normal hours of the Engagement
Qualifications:
- Grade 12 education or equivalent, proficiency in basic mathematics and keyboarding skills.
- Minimum of two years of relevant customer service experience, with preference given to contact center experience. Experience in technical support or credit and collections would be an asset.
- Experience in a fast-paced Customer Service environment which may include clerical duties such as: answering phone calls, data entry, filing, creating records, email duties, paying and/or organizing bills within the following industries: Contact Centre, Legal, Financial, Healthcare, Tourism, or retail/restaurant managerial experience.
- Proven ability to operate a computer and use the basic features of Word and Excel.
- Proficiency in both written and oral French and English language is considered an asset.
- Experience leveraging AI to enhance customer experience is considered an asset.
Note: Manitoba Hydro's Customer Engagement Centre has shifts ranging between 7:00 am – 6:10 pm, Monday through Saturday. All shifts are subject to change based on Manitoba Hydro Policy and operational requirements. This position is currently eligible for remote work on Mondays and Wednesdays.
Please send a cover letter and a resume to employerrep@abcentre.org.
This job advertisement has been provided by an external employer/partner. Neeginan Education, Training and Employment Services, Inc. (NETES) is not responsible for the content's accuracy, authenticity, or reliability.