Location:Mississauga (Derry), St. Catharines (Vansickle) or Vaughan (Cityview), HybridDepartment:Customer CareNumber of Vacancies:1Hours Per Week:35Start Rate:$32.69/hrRate After Probationary Period:$35.96/hrPosition PurposeThe Customer Service Rep is the main point of contact for Alectra customers, committed to providing service excellence and exceeding customer expectations.Key Responsibilities and AccountabilitiesAnswer incoming telephone inquiries for electric and water customers; respond to customer inquiries through multi‑channel services.Provide assistance to customers with web portal and online inquiries.Establish and close accounts for residential and commercial customers and complete all daily work as assigned.Make payment arrangements for outstanding amounts on final and disconnect notices, security deposits; initiate payment investigations; provide mitigation strategies to assist customers in arrears.Perform tasks required to support water services including liaison activities, inquiries and reporting.Be fully knowledgeable of the Ontario Energy Board initiatives including the Ontario Electricity Support Program and the Low‑Income Energy Assistance Program and direct customers in need of financial assistance to social agencies and community support partners.Assist customers with understanding account charges and resolve billing inquiries, including high bill concerns; recommend solutions to reduce consumption and costs.Support all business processes related to customer account management including account start/stop, billing, collections and payments.Perform user acceptance testing of system and procedural changes, documenting new and revised procedures to provide efficient customer services.Perform tasks to support billing functions such as entering and updating access notes and customer contact information.Respond to customer inquiries from electronic sources, mail,



faxes and other media.Respond to customer inquiries with pre‑authorized plans and equitable payment plans.Provide information about security deposits and process exceptions within approved policies and guidelines.Work with customers to help them understand their energy consumption profile while promoting energy conservation and corporate initiatives to raise awareness; recommend solutions to reduce electricity consumption and costs.Schedule customer reconnections and appointments; issue field activity for external work to be completed.Provide customer support during power outages.Understand Privacy Legislation and its application within the department.Familiarity with Ontario Energy Board compliance requirements and regulation.Maintain a working knowledge of safety legislation, EUSR rules, Alectra policies and procedures and safe work practices; report unsafe conditions or observed unsafe work practices using Alectra procedures.The incumbent may be asked to perform other related duties which may be assigned from time to time.Education and Specialized KnowledgeMinimum of high school education required.College diploma or university degree in business or related field and/or equivalent experience is an asset.ExperienceMinimum one (1) year of related experience.Experience in a high‑volume call center environment is an asset.Experience dealing with difficult customers, situations and moderately/complex problems.Skills, Abilities and CompetenciesDemonstrated MS Office experience with Word and Excel.Ability to make quick and accurate decisions with minimal supervision that support company procedures.Demonstrated customer service skills, working with internal and external stakeholders.Proven keyboarding competency and accuracy required.Excellent verbal and written communication skills.Must be able to work from other locations as required per Collective Agreement guidelines.Ability to multi‑task in a fast‑paced setting.Working ConditionsWork involves minimal unpleasant conditions or hazards, resulting in minimal discomfort or risk of danger - work is performed in the office.#J-18808-Ljbffr

📌 Customer Service Representative - $32.7 An Hour (Winnipeg)
🏢 Alectra
📍 Winnipeg