Senior Customer Care Representative

Job summary

Provide senior-level support to the Customer Care team by handling complex customer issues and escalations. Assist management with new hire training, process implementation, and daily call queue operations.

Job details

ROLE Reporting to the Customer Care Manager, the Senior Customer Care Representative is an experienced customer service professional who will provide senior-level support to the Customer Care team and assist the Customer Care management team through various tasks or projects. The Senior Customer Care Representative will assist in new hire training when required, ongoing training initiatives while providing the team with support for escalations and complex customer service issues. RESPONSIBILITIES Essential Duties and Responsibilities include, but are not limited to the following: * Logging into the call queue and taking customer calls and answering customer emails when other tasks are not taking place (approximately 75% to 80% of the time). * Record all customer service activities, comments and account information in a clear and concise manner, as per departmental guidelines. * Act as the primary resource for analyzing and resolving customer service-related issues and provide guidance to team members to reduce customer escalations. * Complete Deposit Reductions and Payment Transfers. * Issue service tickets to the Metering Department. * Respond to customer queries by email or phone as requested by the Supervisor. * Provide support to the Customer Service Representatives as required. * Contact any customer with unusual utility consumption. * Assist the Quality Assurance Analyst with new hire training as required (i.e.: * Assist the Leadership Team with the implementation of new processes and initiatives. * Other duties as assigned to meet Company objectives CORE COMPETENCIES * Adaptability * Communication * Initiative * Dependability * Organization Skills * Teamwork * Problem Solving REQUIREMENTS * Completion of Highschool or GED and post-secondary education in related field. * A minimum of one (1) year of work experience for a Utility Provider. * A minimum of two (2) years of work experience in Customer Service. * Must be proficient in MS Office. * Ability to deliver exceptional customer service in a fast paced and changing environment. * Strong written & oral communication skills. * Self-motivated, well organized and the ability to learn quickly. * Excellent interpersonal skills while resolving customer escalations/issues. * Energetic team player. WORKING CONDITIONS * Hybrid model * Manual dexterity required to use desktop computer and peripherals. * Overtime as required. * Lifting or moving up to 10lbs may be required The Company has created policies and procedures to meet the required Accessibility Standards under the Accessibility for Ontarians with Disabilities Act. 2005. Our Accessibility policies are available in a number of formats. Should you wish access to these documents, or should you require any accommodations, please contact Human Resources.

What you’ll do

Provide senior-level support to the Customer Care team by handling complex customer issues and escalations. Assist management with new hire training, process implementation, and daily call queue operations.

Requirements

Requires a high school diploma or GED with post-secondary education and at least two years of customer service experience. Must have a minimum of one year of experience working for a utility provider and proficiency in MS Office.

Listed skills

• Customer service · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Escalation Management
• Training
• MS Office
• Problem Solving
• Communication
• Organization Skills
• Teamwork
• Interpersonal Skills
• Adaptability
• Hybrid Model
• Energetic
• Organizational Skills
• Self-Motivation
• Quick Learning
• Management
• Desktop Computing
• Leadership
• Interpersonal Communications
• Fine Motor Skills
• Microsoft Office
• Peripheral Devices
• Verbal Communication Skills

Job areas

• Customer Service & Support
• Energy
• Administrative
• Customer Care Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives