Customer Service Representative

Company Biography

Utilities Kingston is located in Kingston, Ontario, equi-distant from Toronto, Montreal and Ottawa, where the St. Lawrence River meets Lake Ontario and the Rideau Canal (a UNESCO World Heritage site) – Kingston is a stunning, historic city that consistently ranks as one of the best places to live in Canada. Kingston’s 123,363 community-minded citizens enjoy an outstanding quality-of-life enhanced by recreational and creative opportunities and supported by excellent health care facilities and municipal services, programs and facilities.

Utilities Kingston is unique in Ontario, combining water, wastewater, gas, electricity and telecommunications services in one company under the leadership of a single C.E.O. This shared services delivery model gives Utilities Kingston clear advantages in cost savings and customer service over other utility providers in the province. Utilities Kingston has provided the residents of Kingston with safe and reliable utility services for more than 150 years.

Primary Duties

The Customer Service Representative (CSR) serves as the front-line contact for customers for all Utilities Kingston services. They troubleshoot and respond to customer billing and service inquiries and concerns in a timely, professional and courteous manner.

Key Responsibilities:

Respond to customer inquiries in a professional and courteous manner in-person, via phone and through online mediums consistent with standard operating procedures and customer service manual.

Regularly communicate with customers regarding account status, rates, bill adjustments, payments, usage and balances across utility services.

Initiate customer profile and process name change requests for residential and commercial customers.

Accurately complete account changes based on customer requests and consistent with UK processes.

Review bill payment options and process applications as required.

Investigate suspended meter services and initiate repair services orders.

Assist customers with moving in and out of services address within the UK service area for both residential and commercial addresses.

Schedule appointment and generate service orders for various UK services.

Provide customers with support to register and navigate the MyUtilities portal.

Investigate and provide customer information regarding outages and service disruptions,

Ensure work is completed in compliance with safety policies, procedures, regulations and maintain a safe working environment.

Education, Certification and Other Qualifications Required

Knowledge, Skills & Abilities:

Intermediate verbal and written communication skills

Intermediate customer service and interpersonal skills

Intermediate conflict management and de-escalation skills to resolve customer issues

Intermediate problem-solving skills and the ability to prioritize tasks to support the achievement of service level requirements

Intermediate CIS skills

Intermediate skill with MS 365

Intermediate proficiency with various business applications utilized by Utilities Kingston including but not limited to CRM, VTAX, Winfluid, SharePoint, GIS Mapping, POS tools

Basic knowledge of Occupational Health and Safety requirements as it relates to individual, organizational and operational requirements

Qualifications:

2-3 years’ experience providing service to the public in a fast-paced customer service environment

Special Working Conditions/Conditions of Employment

Note: This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the incumbent. The incumbent may be asked to perform other duties which may be assigned from time to time.

Closing Statement

Your resume and/or cover letter must clearly demonstrate how you meet the requirements of the position.

Accessibility Statement

Appropriate accommodations will be provided as required by the Accessibility for Ontarians with Disabilities Act (AODA) upon request.

Employment Equity

Utilities Kingston is committed to employment equity and we encourage applications from all designated group members. Our goal is a diverse, inclusive workforce that reflects the Kingston community.

Utilities Kingston thanks all candidate that apply, however, only those selected for further consideration will be contacted.