Service Advisor

Company Biography

As Ontario's only multi-utility provider, we offer a comprehensive range of services, including water, wastewater, natural gas, electricity, and telecommunications - all under one roof. This integrated approach empowers us to deliver innovative solutions, exceptional customer service, and operational efficiencies that set us apart in the industry.

With over 150 years of commitment to the Kingston community, we work every day to provide the safe, reliable utility services our customers rely on. Our efforts go beyond keeping the lights on and the water flowing. We’re driving progress through projects that create lasting, positive change. At the heart of everything we do is our vision to advance our unique utility model to benefit our customers and build better communities.

At Utilities Kingston, we believe that strong communities are built by strong teams. By joining us, you'll be part of a collaborative and dynamic environment where your skills and ideas will contribute to enhancing safety, driving reliability, and building a resilient future for our community.

Primary Duties

Position Summary:

The Service Advisor is the primary point of contact for customers and contractors for new or changing utility service requirements. They provide customer service for the appliance rental business.

Key Responsibilities:

Respond to customer inquiries in a professional and courteous manner using various mediums and consistent with standard operating procedures and customer service best practices.

Provide information and coordinate work involving new and upgraded services for electric, water, gas and sewer services.

Prepare estimates to remove physical services and determine whether a refund or charge is required of the customer.

Create service orders for service and meter removals and process internally.

Provide information to customers regarding renewable energy sources (solar PV and EV charging).

Identify initial service layout for gas, electricity and water utilities.

Provide daily customer service for the appliance rental business and respond to inquiries regarding rates, services, agreements, replacement of equipment etc.

Interpret documents and provide advice to customers consistent with applicable policies and by-laws.

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 knowledge of UK services, customer service processes, procedures and programs

Intermediate verbal and written communication skills

Intermediate knowledge of renewable energy solutions

Intermediate customer service and de-escalation skills to resolve customer issues

Intermediate CIS skills and ability to navigate GIS

Intermediate skill with MS 365

Basic knowledge of ESA and TSSA Codes

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

Qualifications:

Post-secondary diploma in a technical or business related field

Previous experience in a utility or customer service environment

Class G drivers’ license

Special Working Conditions/Conditions of Employment

This position is located in Kingston, Ontario, with work completed on-site

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.