CUSTOMER ACCOUNTS REPRESENTATIVE

CUSTOMER ACCOUNTS REPRESENTATIVE

Niagara-on-the-Lake (NOTL) Hydro has an existing vacancy for one (1) Customer Accounts Representative in its Customer Service Department. The position is for a 35-hour work week (8:30am-4:30pm) Monday – Friday located at our main office in Virgil, ON. Wage for this position is $30 - $38 per hour, in accordance with Collective Agreement. 

NOTL Hydro is the regulated electricity distributor for the Town of Niagara-on-the-Lake serving over 10,000 residential and commercial customers. In addition to having some of the lowest rates in the Niagara Region, NOTL Hydro strives to provide excellent customer service, develop and maintain an electrical distribution system that can meet the changing needs of our customers and provide a fair return to our municipal owner. 

The successful candidate will report to the Manager, Corporate Services and work with some direction of the Senior Customer Accounts Representative. As a multi-service utility provider, billing electricity as well as water and wastewater services for the Town of Niagara-on-the Lake, the candidate can expect to work in an environment in which they have regular interaction with all other employees of the company and thus have exposure to all facets of the business. 

We are looking for a dynamic individual with exceptional customer service and time management skills. Working in a fast-paced environment, the Customer Accounts Representative is responsible to perform customer service related duties in a professional, accurate, and timely manner. Having the ability to prioritize work while handling multiple tasks is a critical skill in this position. Working independently and with colleagues will achieve the level of customer service that we strive for. 

KEY RESPONSIBILITES:

• Provide exceptional customer service to current and new customers, co-ordinating moves, creating new accounts and assisting with customer requests such as billing, payment, payment plans, and general inquiries.
• Communicate with customers by phone, in writing by mail, e-mail, fax and in person at our office where the front counter is open during business hours 5 days per week to all customers.
• Accurately prepare and bill for residential, commercial and Retail accounts in a timely, accurate manner.
• Assist with processing daily Retail transactions, monthly invoicing and settlement in accordance with the Retail Settlement Code.
• Receive, balance and post customer payments including Pre-Authorized payment, electronic bank payments, cash/debit, and credit card through the daily cash process.
• Maintain customer accounts with updated information, documenting changes, and log calls at the account level for reporting purposes.
• Investigate billing inquiries and process customer adjustments as required.
• Assists customers with their understanding of account charges and resolve billing inquiries including high bill concerns; and recommend solutions to reduce consumption and costs. 
• Be fully knowledgeable of government support agencies for low-income customers and use collections functionality in the customer information system to enter payment arrangements, process customer collections, including disconnection of service for unpaid services.
• Review and process write offs to the collection agency.
• Process service orders for electric and water meter installations. This includes meter changes, removals and new service setups.
• Provide customer support during power outages.
• Assist with monthly reporting obligations.
• Perform general administrative duties such as filling, and electronic record management and other duties as assigned.
• Perform user acceptance testing of system and procedural changes, documenting new and revised procedures to provide efficient customer service.
• Follow NOTL Hydro processes and procedures to meet the Ontario Energy Board regulated service levels.
• Responsible for demonstrating and maintaining a working knowledge and understanding of Company policies and practices which include privacy and safety. 

QUALIFICATIONS:

The successful candidate must possess the following qualifications:

• Secondary School Graduation Diploma – Grade 12 minimum.
• Post secondary business-related training would be an asset.
• Experience in the electricity industry preferred and Harris/ NorthStar CIS software experience is considered a definite asset.
• Excellent interpersonal, customer service, and communication skills.
• Strong organizational and time management skills.
• Ability to work cooperatively in a team environment.
• Excellent verbal and written communication skills.
• Pro-actively analyze and problem solve.
• Strong attention to detail and ability to work under pressure.
• Ability to multi-task in a fast-paced environment.
• Proficiency in MS Office suite and quick adaptability to new software applications and information systems. 

This is a full-time position located at our main office in Virgil, Ontario. As a unionized position it includes compensation and benefits in accordance with the Collective Agreement. 

We offer an opportunity to work with an experienced utility team in an excellent work environment. We have a strong commitment to safety, competitive wage and benefit packages, a pension plan, and an opportunity to be part of the community. 

Qualified candidates are invited to send a detailed resume by Friday, January 31^st, 2025, to the attention of:

Niagara-on-the-Lake Hydro

Attn: Manager Corporate Services

8 Henegan Rd,

Virgil, ON L0S 1T0

Or by:

Email: careers@notlhydro.com

Fax: 905-468-3861

We appreciate the interest of all candidates; however, only those selected for an interview will be contacted. 

Niagara-on-the-Lake Hydro is an equal opportunity employer.