Customer Care Representative (Call Centre Bilingual English&Spanish)

Our Client is one of North Americas most experienced submetering providers, who brought turnkey solutions to our clients for over 15 years. They help customers effectively manage their utility consumption as we supply, install, and remotely read electricity, water, and thermal submeters. Across all building types, retrofit or new construction, they have the knowledge, equipment, and staff to deliver a comprehensive solution from design to implementation to billing. They are focused on maintaining strong customer relationships and value team collaboration to achieve the goals.

Position Summary

This position is accountable for enhancing the customer experience through providing timely, helpful, and professional assistance to customers who contact us. Must be fluent in English & Spanish. The role is facing the Canadian and US marketplace. We offer flexible work hours and hybrid working options to help balance the competing demands of work and personal life.

Responsibilities:

• Canceling and re-billing corrections
• Completing move-in and move-out field activities in the Customer Care and Billing (CCB) system.
• Responding to telephone service requests in a fast-paced environment on a queue; incoming calls
• Electronic customer inquiries; Processing forms, applications, and customer service requests emails
• Setting up & maintaining customer accounts including various billing /payment programs
• Researching, analyzing, and providing resolution to customer billing complaints
• Scheduling customer payment arrangements
• Recording and tracking detailed customer interactions and transactions

Qualifications:

• Must have previous call center experience in an inbound call center environment and/or experience with direct customer interaction in a service-oriented environment.
• Minimum high school diploma or equivalent experience/training.
• Multi-lingual skills and previous experience in the utility industry a definite asset
• Strong interpersonal skills and ability to work well in a fast-paced team environment
• Clear and effective communication skills (in English -both oral & written with excellence in spelling and grammar)
• Strong analytical / problem-solving skills
• Ability to remain calm and professional in stressful situations
• Good keyboarding skills with experience with both Word and Excel software
• Experience working in multiple systems
• Working knowledge in CCB Oracle system, Genesys cloud system, and Sharepoint is a definite asset
• Ability to adapt to a changing environment
• Strong organizational and prioritization skills

Job Types: Full-time, Permanent

Benefits:

• Dental care
• Life insurance
• Paid time off

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay