Talent Pool - Customer Experience Representative

Location – 100% Remote or on site at the following locations: Regina, Saskatoon, Prince Albert, North Battleford, Swift Current, Weyburn and Yorkton

Positions available: Permanent and Temporary

Starting salary: $32.17/hour

JOB SUMMARY:

Our Customer Advisory Services & Revenue Assurance Center is recruiting for part-time vacancies for Customer Experience Representatives. Should you enjoy working from home or enjoying a better work/life balance there may be an opportunity to work remotely.

SaskPower is currently searching for Customer Experience Representatives to be the primary contact for SaskPower in our Customer Advisory Services & Revenue Assurance Center. Our ideal candidates have the ability to respond to customer inquiries, concerns, and complaints in a timely, efficient, and courteous manner.

You must be comfortable working in a position where there are call centre metrics which include target-oriented goals.

SaskPower does not guarantee a set number of hours per week. Hours are scheduled based on business needs and average about 20-35 hours per week. Hours will be scheduled Mon-Fri anywhere between 8:00am - 6:17pm.

TRAINING:

SaskPower offers an extensive training program for these positions. Applicants are expected to attend the full-time remote training program from 8:00-4:47 Monday–Friday for the entire training period. Training is fully paid.

KEY ACCOUNTABILITIES:

- Responsible stewardship of customer data and information while adhering to all privacy standards and policies

- Provide frontline service and information to customers and internal stakeholders regarding customer billing and accounts

- Provide efficient and quality service to internal and external customers for inquiries across various channels (phone, digital, email, text, in person, video)

- Receive, investigate and respond to customers and direct to the appropriate resource when necessary

- Perform inbound and outbound arrears contacts for accounts using available technologies

- Receive payments, issue refunds, prepare invoices and initiate contact for the collection of payments

- Receive, distribute and prepare incoming and outgoing communications both internal and external to the corporation across various channels

- Perform customer account maintenance and/or updates for requested field work to be performed by operational areas of SaskPower

- Perform general accounting and financial functions as required

- Determine customer needs by utilizing needs based questioning techniques

- Maintain files and records associated with the department

- Maintain a working knowledge of departmental systems, processes, policies and procedures and apply continuous improvement principles to the everyday work

- Solve problems, implement decisions and work independently with minimal supervision

- Adhere to performance metrics and key performance indicators

- Participate in continuous improvement initiatives to identify business enabling solutions and areas of improvement

- Assist departmental staff with the development of training course content and assist in the administration of employee training as required

- Participate in continuous educational and professional development as required

- Other related and assigned duties

KNOWLEDGE/SKILLS/ABILITIES:

- Bachelor’s Degree, Diploma, Certificate or Program in Business Administration, or equivalent AND/OR;

- Two (2) years of customer experience, financial service industry experience or hospitality experience utilizing standard corporate software applications (Microsoft Office Suite), or equivalent

- Ability to cooperate and deal tactfully with other staff and the public

- Excellent verbal and written communication skills

- Aptitude for accuracy and detail

- Ability to implement and make sound decisions

- Ability to provide extraordinary customer service for all internal and external customers

- Ability to work independently or as part of a team