Customer Care Representative

Provident Energy Management Inc. is a leading Energy Services Company (ESCO) in the Greater Toronto Area specializing in the multi-residential market, with an emphasis on high rise condominiums. Since 1985, we have supported our clients’ energy savings and sustainability objectives through our provision of state-of-the-art building automation and sub-metering services.

Provident’s 100+ person team includes engineers, certified energy managers, and building systems engineering technologists among other disciplines. We're focused on providing our team with professional development and growth opportunities along with challenging work and a supportive environment.

We're proud of our diversity, positive & supportive work culture. We have regular company and team-building events. We offer a competitive compensation and benefits package including a Health Spending Account, Group RRSP and Flex Days.

# ROLE

The Customer Care Representative is responsible for the call centre functions as it relates to customer service and collection of past due accounts. This position will ensure that an excellent standard of service and a high level of customer satisfaction is maintained. Reporting to the Customer Care Supervisor, the Customer Care Representative ensures all goals, objectives, and agreed upon levels of service are met.

RESPONSIBILITIES

Essential Duties and Responsibilities include, but are not limited to the following:

- Respond promptly to customer inquiries – verbally & written

- Contact via phone and/or email past due customers to ensure prompt payment.

- Provide accurate, valid and complete information by using the correct methods and tools available

- Handle customer complaints, and follow up to ensure resolution ensuring policies and procedures are followed

- Process Move In/Out Service Orders

- Identify, resolve, and escalate in a timely manner all issues and/ or disputes to the appropriate people.

- Record in a clear and concise manner all customer service activities / comments and contact information on customer’s account

- Assist with New Services, Signed Customer Agreements and Security Deposit requests

- Negotiate payment arrangements within the company and OEB guidelines.

- Ensure all Provident policies and procedures are followed.

- Collaborate with other departments to resolve complex customer issues.

- Provide a high level of customer service in a professional and courteous environment.

- Provide initiative and ideas on the improvement of work processes.

- Maintain a professional and empathetic approach while dealing with customers.

REQUIREMENTS

- A minimum of two (2) years’ work experience for a utility provider (preferred)

- A minimum of two (2) years’ work experience in Customer Service and/or Collections

- Must be proficient in MS Office

- Ability to deliver exceptional customer service in a fast paced and changing environment

- Strong written & oral communication skills

- Self-motivated, well organized and the ability to learn quickly

- Excellent interpersonal skills

- Energetic team player

- High-speed home internet is required to support telework if required

# WORKING CONDITIONS

- Office environment.

- Manual dexterity required to use desktop computer and peripherals.

- Overtime as required.

- Lifting or moving up to 10lbs may be required.

The Company has created policies and procedures to meet the required Accessibility Standards under the Accessibility for Ontarians with Disabilities Act. 2005. Our Accessibility policies are available in a number of formats. Should you wish access to these documents, or should you require any accommodations, please contact Human Resources.