Customer Service Representative

Join us at InnPower as a temporary, full-time Customer Service Representative (18-month contract)!

Located at 7251 Yonge Street in Innisfil, InnPower is one of the fastest growing electrical utilities in Ontario, servicing the Town of Innisfil and South Barrie. We serve our community as the local hydro utility – looking after the distribution (“wires”) business – with approximately 20,000 customers, and a service territory of 292 square kilometers.

We’ve created an inclusive culture where employees are encouraged to share new ideas and opinions, and have their voices heard!

Our Mission: Safely provide reliable, cost-efficient, and innovative electricity services that are valued by our communities; through excellent customer service and an inclusive and supportive culture.

Our Vision: To be one of Canada’s most Innovative Power Utilities; committed to energizing our powerful communities.

Our Values

• Safety
• Innovation & Efficiency
• Support & Respect
• Quality & Reliability
• Fiscal Prudence
• Community Leadership & Presence

Why work for InnPower?

• We’re growing – come join the excitement!
• We offer an excellent pension program!

The Opportunity

In this position, you will be responsible for billing customers for electricity, water, wastewater, thermal and gas, processing all forms of payments, processing Electronic Business Transactions (EBT’s) with Retailers, retail settlements, answering and responding to customer inquiries, completing bank deposits, collecting delinquent accounts, general clerical duties and maintaining a positive, empathetic and professional attitude toward customers at all times.

Responsibilities include, but are not limited to

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Effectively communicate and respond to customer interactions in a professional manner, while complying with Company policies and procedures, in person, on the phone and in writing (i.e. moves, applications, collections, bill questions, payments, etc.).
• Educate customers on conservation, available programs, i.e., solar, net metering, etc., and financial assistance (LEAP, OESP, Ontario Works, ODSP, AFT, etc.).
• Keep records of customer interactions, transactions, comments, and complaints.
• Credit and collection functions - ability to effectively negotiate payment arrangements, schedule disconnections, bankruptcies, proposals, and receiverships, liaise with third party agencies, lawyers, etc.
• Process service orders for meter installations, changes, removals, and new service set up.
• Billing all customer accounts in a timely accurate manner. Maintain cycle billing, final bills, adjustments, settlements, etc.
• Respond to Measurement Canada meter disputes and prepare required paperwork.
• Calculate, collect, and maintain security deposits according to company policy and government regulation.
• Upon receipt of customer consent, discuss payment or payment arrangement for delinquent accounts with outside agencies such as Service Groups, Social Services, Ontario Works, Share the Warmth.
• Process billing statistical and general ledger reports at month end, reconcile and account for differences.
• Process AFT applications, work with United Way, third party vendor to administer AFT measures, reconcile and prepare monthly invoicing.
• Create new accounts for service types and interact with new customers and Engineering/InnServices to ensure all new customer information and technical information is complete to setup new services on the computer information and billing system and determine, review, and monitor the appropriate billing code and category.
• Process the installation, replacement, and removal of all applicable utility meters (i.e., electric, water, thermal and gas), and sentinel light installations ensuring completion within appropriate time to meet billing schedule.
• Perform prescribed reviews, checks, and audits to see that customers are being billed properly, and process billing adjustments as required.
• Other duties as assigned.

An Emphasis on Health and Safety

With health and safety being one of our core values, it is important to ensure you perform the duties of the position in a safe manner, in compliance with the Occupational Health and Safety Act, the E&USA Rule Book, the Corporation’s Health and Safety Policy and Procedures Manual, and any other pertinent regulations, to promote a healthy and safe workplace for all employees.

Core Capabilities

• Requires strong listening, verbal and written communications skills with the ability to convey information accurately and concisely
• Skilled problem-solver who can quickly identify and suggest workable solutions for customer needs.
• Excellent computer keyboard skills, skilled in excel and word
• Strong arithmetic ability
• Negotiation skills
• Ability to use office equipment
• Excellent phone skills
• Patient and empathetic
• Ability to work under pressure and multitask
• Detail and deadline oriented with a drive for results, excellence and efficiency
• Time-management skills to juggle multiple client needs simultaneously while maintaining quality customer service

Qualifications

• Minimum 2-3 years of customer service or call centre experience
• College diploma in business administration or a related discipline or equivalent knowledge and experience
• Industry knowledge
• Good knowledge of NorthStar CIS
• Knowledge of File Nexus
• Knowledge of Microsoft Office programs
• Knowledge of Utility Billing, Settlements and Collections

InnPower values an inclusive environment. Accommodations for persons with disabilities will be provided, on request, to support candidate participation in all aspects of the recruitment process. To request accommodation, please contact Human Resources.

We thank all respondents for their interest, however only those who will be requested to attend an interview will be contacted. Any personal information submitted will be managed in accordance with the Municipal Freedom of Information and Protection of Privacy Act.