Customer Engagement Representative

Customer Engagement Representative

Join us at InnPower as a Customer Engagement Representative! 

About Us 

Located at 7251 Yonge Street in Innisfil, InnPower is one of the fastest growing electrical utilities in Ontario, servicing the Town of Innisfil and South Barrie. We serve our community as the local hydro utility – looking after the distribution (“wires”) business – with approximately 20,000 customers, and a service territory of 292 square kilometres. 

We’ve created an inclusive culture where employees are encouraged to share new ideas and opinions, and have their voices heard! 

Our Mission: Safely provide reliable, cost-efficient, and innovative electricity services that are valued by our communities; through excellent customer service and an inclusive and supportive culture. 

Our Vision: To be one of Canada’s most Innovative Power Utilities; committed to energizing our powerful communities. 

Our Values: 

• Safety
• Innovation & Efficiency
• Support & Respect
• Quality & Reliability
• Fiscal Prudence
• Community Leadership & Presence 

Why work for InnPower?

• We offer an excellent benefits package and pension program!
• We’re growing – come join the excitement!
• We are a flexible company that offers hybrid work! 

The Opportunity 

We are looking for a Customer Engagement Representative to support our Customer Engagement team. In this role, you will have a great opportunity work closely with the Manager, Customer & Community Relations to enhance communication efforts and engagement with our customers and community stakeholders.  The position works on social media, website, newsletters, customer communications, etc.  This role is perfect for someone who is customer service-oriented, tech savvy, and wants to represent us to the public! 

Responsibilities include, but are not limited to: 

• Collaborate with Manager, Customer & Community Relations in content planning including research, maintaining, and executing content calendar: scheduling content, coordinating resources, research, and meeting deadlines.
• In collaboration with the Manager, coordinate distribution of customer engagement & marketing materials.
• Assist with social media management, events, all communication efforts, and community and regulatory engagement.
• Participates on behalf of the company in community events as required.
• Propose new ideas and concepts for social media content, websites, customer engagement efforts, creative content, advertising, etc.
• Research, plan, create, and schedule content for all relevant social media channels and website, for Manager’s approval.
• Maintain knowledge of web trends and best practices.
• Follow industry leaders to contribute content.
• Monitor online presence, reviews and all industry related online content, news, social media, etc.
• Monitor daily Customer Service email, phone and written inquiries and distribute to appropriate desk as required. Will provide office back-up support as required.
• On request from the Manager, assist in response to customers questions and comments on social media with approval.
• Create internal and external surveys for staff.
• Analyze and report statistics and metrics across social media channels, surveys and websites.
• Creating forms (online and print) for both internal and external use, for all departments as needed.
• Other duties as assigned. 

An Emphasis on Health and Safety: 

With health and safety being one of our core values, it is important to ensure you perform the duties of the position in a safe manner, in compliance with the Occupational Health and Safety Act, the IHSA Electrical Safety Rule Book, the Corporation’s Health and Safety Policy and Procedures Manual, and any other pertinent regulations, to promote a healthy and safe workplace for all employees. 

Core Capabilities: 

• Passion for social media marketing to help the Corporation grow its online presence.
• Positive attitude with excellent interpersonal skills, with the ability to engage and communicate effectively verbally and written.
• Innovative and strong initiative, with the ability to grasp upcoming trends and technologies.
• Ability to be a critical thinker, take direction and absorb information quickly as well as multi-task and adhere to deadlines.
• Detail and deadline oriented with a drive for results, excellence, and efficiency.
• Ability to competently handle complex customer situations to ensure the best customer experience possible.
• A self-starter, with strong organizational skills, and ability to prioritize tasks.
• Ability to work individually and on a team, collaborative and communicative by nature. 

Qualifications: 

• Degree or diploma in marketing, public relations, media studies or related fields.
• Minimum 1-3 years of professional experience with social media platforms.
• Exceptional writing and editing skills.
• Previous experience in a role dealing with customers.
• Experience in multiple social media platforms and strategies on a professional basis.
• Developing and maintaining social media strategy.
• Experience working with Adobe Creative Cloud.
• Prior experience with social media on a professional basis, monitoring tools and dashboards.
• Good knowledge of marketing, public relations, communications, and customer service best practices. 

If this role seems interesting and is a good fit for you, we would love to hear from you!

Click here to apply today!: https://innpower.bamboohr.com/careers/27 

InnPower values an inclusive environment.  Accommodations for persons with disabilities will be provided, on request, to support candidate participation in all aspects of the recruitment process.  To request accommodation, please contact Human Resources. 

We thank all respondents for their interest, however only those who will be requested to attend an interview will be contacted. Any personal information submitted will be managed in accordance with the Municipal Freedom of Information and Protection of Privacy Act.