Power&Customer Care Specialist (12 Month Contract-Hybrid/Remote)

Job Responsibility:

Power & Customer Care Specialist (12 Month Contract - Hybrid/Remote)

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 consulting and systems integration building on our well-established metering infrastructure procurement and implementation management services. Our managed services division leverages advancements in technology to deliver a variety of services to utility customers, including outage communications management, managed billing, and AI-enabled substation security monitoring.

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 “choose your own adventure” work environment lets you work in the way that suits you best. We will give you the tools and support to succeed in our business, wherever you are.

Teamwork is key to the success of the Util-Assist family; mutual respect, cooperation, and honesty are hallmarks of our principles. Our values drive us. Four core values define our company culture:

• Deliver Excellence - High-quality work sets us apart from our competition, so “good” isn't nearly good enough. We work to the highest professional standards, delivering simplified solutions for our clients.
• Put People First - We look after each other, and together we look after our clients. We are committed to working as a team to maintain work/life balance and celebrate each other's contributions.
• Do The Right Thing - We value integrity and honesty. We work hard to deliver what we promise, and never promise what we can't deliver.
• Be Humble - We treat each other and our clients with respect, dignity, and compassion. We take responsibility, listen to others, and remember that there's always something to learn from new perspectives.

We pride ourselves on cultivating a welcoming, positive, and inclusive workplace. Thanks to our outstanding culture, Util-Assist has received several national and local awards, most recently including our third straight year of certification as a Great Place to Work by Great Place to Work Institute® Canada. We were also declared one of the “Best Workplaces in Professional Services.” We have also received the Employee Recommended Workplace Award (three years in a row), the York Region Business of the Year award, and the Newmarket Large Business of the Year Award.

Util-Assist is an equal opportunity employer. We are dedicated to providing a barrier-free work environment and ensuring all qualified applicants receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Our commitment to diversity and inclusion is demonstrated through our policies and practices, aligning with the Accessibility for Ontarians with Disabilities Act, 2005. Join us to be a part of a team that values and celebrates diversity, and where your unique contributions can make a significant impact.

We're excited to meet you! Learn more about Util-Assist at

What We Need:

The Power & Customer Care Specialist plays a vital 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 Do:

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 Will Bring:

Skills

• 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 handle multiple priorities efficiently.
• Intermediate proficiency in MS Office (Word and Excel) and social media platforms.
• Bilingual is considered an asset.

Knowledge/Education

• 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

Working Conditions

• Work-life balance with flexible hybrid working arrangements
• Working flexible hours (based on business needs to include on-call shift rotation)
• A successful SIN and passport clearance along with a police vulnerability check is required

Company Benefits

• Innovative Work Environment : Be part of a dynamic and innovative company at the forefront of technological advancements.
• Competitive Compensation : Receive a competitive package reflective of your expertise and contributions.
• Career Growth Opportunities : Flourish in a fast-growing organization where your career advancement is encouraged and supported.
• Vibrant Workplace Culture : Experience a fun, social, and award-winning culture where teamwork and collaboration thrive.
• Comprehensive Employee Assistance Program (EAP) : Access resources and support through our EAP, including Nutritional Health Coaching, to enhance your well-being.
• Parental Leave Program : Is your family growing? We offer a top-up program for parental leave.
• Comprehensive Benefits Package : A streamlined and quick enrollment process, with health, dental and other benefits covered by Util-Assist.
• Retirement Planning : Plan for your future with our retirement plan, including employer matching, to help you achieve your long-term financial goals.
• Exclusive Memberships & Offers: Access special rates for you and your family for fitness membership, mobile and data plans and vehicle purchase program.
• Birthday Lieu Day: Each year on your birthday, we offer all employees a lieu day (apart from regular vacation & work anniversary day addition) to celebrate your special day your way!

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

June 17, 2025

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