Customer Service Representative

Oakville Hydro, part of the OEC group of energy and infrastructure companies, delivers reliable and safe electricity to more than 70,000 individuals, families and businesses in Oakville.  The company maintains an active commitment to conservation, safety, and is strongly invested in the social and economic well-being of the Oakville community.  Oakville Hydro is a two-time past recipient of the Local Distribution Company Performance Excellence Award from the Electricity Distributors Association and a Canada’s Safest Employers Silver Award recipient, recognizing the organization as an exceptional leader in the industry.

At Oakville Hydro, we believe that our continued success as an industry leader is due to our innovative, customer focused, team-oriented employees who continually strive to exceed customer expectations and take pride in all areas of our businesses.

Successful Oakville Hydro employees:

• Are customer-centric – they understand and embrace the role of delivering exemplary service
• Lead– they lead by example through their actions and attitudes
• Innovate – they look for opportunities to improve, do things differently, and add value for our customers and business
• Commit to Excellence – in all that they do

We promote a culture that is diverse, inclusive, innovative, and performance driven in an environment that is fun and exciting. Individuals who choose to be a part of our organization are offered:

• Potential to lead innovative projects and initiatives
• Career path exploration and development opportunities
• Opportunities to get involved with teams and charitable events that support the community
• Comprehensive total reward package

About the Role

Customer Service Representative

(6-month contract)

We are looking for a dynamic individual with exceptional customer service skills. Working in a fast-paced and customer-centric environment, the Customer Service Representative is accountable for answering customer inquiries and receiving and collecting data for the purpose of timely readings for final billing of existing customers. They are also responsible for accurate and complete billing/collecting records for new customers.

Duties include:

• Answer customer inquiries and complaints in person, by phone and in writing
• Receive, interpret and summarize customers’ requests (including lawyers) to finalize existing billings
• Review and process applications for service
• Process all applicable data in Northstar including deposits on accounts, payment arrangements, and processing credit check requests
• Initiate the process of adjustments to customer accounts
• Check and record information on certificates of arrears via mail or fax
• Filing and scanning
• Carry out reception duties
• Other duties as assigned by Manager

Required Skills, Qualifications and Experience:

• Grade 12 high school or equivalent
• Minimum of 1-2 years’ experience in a customer service position
• Experience with data processing would be an asset
• Working knowledge of customer information systems (i.e. Northstar) would be an asset
• Strong accounting skills
• Working knowledge of billing procedures, schedules, and adjustments
• Excellent organization skills
• Display a keen attention to detail and have the ability to prioritize accordingly in a demanding and fast-paced environment
• Excellent interpersonal and communication skills
• Embrace a culture of innovation and continuous improvement
• Is a fast learner who is able to adapt to an ever-changing environment
• Is agile, responsive, and displays a sense of urgency

Other Success Factors:

• Brand ambassador - enable, engage, encourage and exemplify the behaviours and attitudes of the brand
• Is customer centric and displays an attitude of commitment and excellence with service delivery
• Innovate – engage colleagues and find new ways to work and win
• Stay a step ahead – make a priority to be in-tune with changes in technology and industry news
• Have a futuristic and proactive mindset with the ability to win outside of the box, foresee problems and take action as required
• Be a creative thinker with strong planning, organization and execution skills
• Demonstrate flexibility and project a positive/professional demeanor

Please send your resume with the position title in the subject line, to HR@oakvillehydro.com 

Oakville Hydro is an Equal Opportunity Employer.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Oakville Hydro will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.

August 5, 2020