Talent Pool - Customer Experience Representative
Top Benefits
About the role
Location – 100% Remote or on site at the following locations: Regina, Saskatoon, Prince Albert, North Battleford, Swift Current, Weyburn and Yorkton
Positions available: Permanent and Temporary
Starting salary: $32.17/hour
JOB SUMMARY:
Our Customer Advisory Services & Revenue Assurance Center is recruiting for part-time vacancies for Customer Experience Representatives. Should you enjoy working from home or enjoying a better work/life balance there may be an opportunity to work remotely.
SaskPower is currently searching for Customer Experience Representatives to be the primary contact for SaskPower in our Customer Advisory Services & Revenue Assurance Center. Our ideal candidates have the ability to respond to customer inquiries, concerns, and complaints in a timely, efficient, and courteous manner.
You must be comfortable working in a position where there are call centre metrics which include target-oriented goals.
SaskPower does not guarantee a set number of hours per week. Hours are scheduled based on business needs and average about 20-35 hours per week. Hours will be scheduled Mon-Fri anywhere between 8:00am - 6:17pm.
TRAINING:
SaskPower offers an extensive training program for these positions. Applicants are expected to attend the full-time remote training program from 8:00-4:47 Monday–Friday for the entire training period. Training is fully paid.
KEY ACCOUNTABILITIES:
- Responsible stewardship of customer data and information while adhering to all privacy standards and policies
- Provide frontline service and information to customers and internal stakeholders regarding customer billing and accounts
- Provide efficient and quality service to internal and external customers for inquiries across various channels (phone, digital, email, text, in person, video)
- Receive, investigate and respond to customers and direct to the appropriate resource when necessary
- Perform inbound and outbound arrears contacts for accounts using available technologies
- Receive payments, issue refunds, prepare invoices and initiate contact for the collection of payments
- Receive, distribute and prepare incoming and outgoing communications both internal and external to the corporation across various channels
- Perform customer account maintenance and/or updates for requested field work to be performed by operational areas of SaskPower
- Perform general accounting and financial functions as required
- Determine customer needs by utilizing needs based questioning techniques
- Maintain files and records associated with the department
- Maintain a working knowledge of departmental systems, processes, policies and procedures and apply continuous improvement principles to the everyday work
- Solve problems, implement decisions and work independently with minimal supervision
- Adhere to performance metrics and key performance indicators
- Participate in continuous improvement initiatives to identify business enabling solutions and areas of improvement
- Assist departmental staff with the development of training course content and assist in the administration of employee training as required
- Participate in continuous educational and professional development as required
- Other related and assigned duties
KNOWLEDGE/SKILLS/ABILITIES:
- Bachelor’s Degree, Diploma, Certificate or Program in Business Administration, or equivalent AND/OR;
- Two (2) years of customer experience, financial service industry experience or hospitality experience utilizing standard corporate software applications (Microsoft Office Suite), or equivalent
- Ability to cooperate and deal tactfully with other staff and the public
- Excellent verbal and written communication skills
- Aptitude for accuracy and detail
- Ability to implement and make sound decisions
- Ability to provide extraordinary customer service for all internal and external customers
- Ability to work independently or as part of a team
About SaskPower
Since 1929, we've delivered power throughout Saskatchewan. Today, we strive to serve an increasingly diverse and sophisticated customer base of over 550,000 customers. Our team of dedicated employees is made up of over 3,100 permanent full-time employees.
We manage over $13 billion in generation, transmission and distribution assets.
Our power comes from: • 3 coal-fired power stations – 1,389 MW • 7 hydroelectric stations – 864 MW • 8 wind facilities – 617 MW • 3 solar facilities – 83 MW • 10 natural gas stations – 2,160 MW • import power purchase agreements – 290 MW • small independent power producers – 34 MW
Our total available generation capacity is 5,437 MW.
Our network serves a large geographic area and widely dispersed population. We maintain more than 160,000 kilometres of power lines, 59 high voltage switching stations and 200 distribution substations. We also have interconnections at the Manitoba, Alberta and North Dakota borders.
*Information as of July2023
Talent Pool - Customer Experience Representative
Top Benefits
About the role
Location – 100% Remote or on site at the following locations: Regina, Saskatoon, Prince Albert, North Battleford, Swift Current, Weyburn and Yorkton
Positions available: Permanent and Temporary
Starting salary: $32.17/hour
JOB SUMMARY:
Our Customer Advisory Services & Revenue Assurance Center is recruiting for part-time vacancies for Customer Experience Representatives. Should you enjoy working from home or enjoying a better work/life balance there may be an opportunity to work remotely.
SaskPower is currently searching for Customer Experience Representatives to be the primary contact for SaskPower in our Customer Advisory Services & Revenue Assurance Center. Our ideal candidates have the ability to respond to customer inquiries, concerns, and complaints in a timely, efficient, and courteous manner.
You must be comfortable working in a position where there are call centre metrics which include target-oriented goals.
SaskPower does not guarantee a set number of hours per week. Hours are scheduled based on business needs and average about 20-35 hours per week. Hours will be scheduled Mon-Fri anywhere between 8:00am - 6:17pm.
TRAINING:
SaskPower offers an extensive training program for these positions. Applicants are expected to attend the full-time remote training program from 8:00-4:47 Monday–Friday for the entire training period. Training is fully paid.
KEY ACCOUNTABILITIES:
- Responsible stewardship of customer data and information while adhering to all privacy standards and policies
- Provide frontline service and information to customers and internal stakeholders regarding customer billing and accounts
- Provide efficient and quality service to internal and external customers for inquiries across various channels (phone, digital, email, text, in person, video)
- Receive, investigate and respond to customers and direct to the appropriate resource when necessary
- Perform inbound and outbound arrears contacts for accounts using available technologies
- Receive payments, issue refunds, prepare invoices and initiate contact for the collection of payments
- Receive, distribute and prepare incoming and outgoing communications both internal and external to the corporation across various channels
- Perform customer account maintenance and/or updates for requested field work to be performed by operational areas of SaskPower
- Perform general accounting and financial functions as required
- Determine customer needs by utilizing needs based questioning techniques
- Maintain files and records associated with the department
- Maintain a working knowledge of departmental systems, processes, policies and procedures and apply continuous improvement principles to the everyday work
- Solve problems, implement decisions and work independently with minimal supervision
- Adhere to performance metrics and key performance indicators
- Participate in continuous improvement initiatives to identify business enabling solutions and areas of improvement
- Assist departmental staff with the development of training course content and assist in the administration of employee training as required
- Participate in continuous educational and professional development as required
- Other related and assigned duties
KNOWLEDGE/SKILLS/ABILITIES:
- Bachelor’s Degree, Diploma, Certificate or Program in Business Administration, or equivalent AND/OR;
- Two (2) years of customer experience, financial service industry experience or hospitality experience utilizing standard corporate software applications (Microsoft Office Suite), or equivalent
- Ability to cooperate and deal tactfully with other staff and the public
- Excellent verbal and written communication skills
- Aptitude for accuracy and detail
- Ability to implement and make sound decisions
- Ability to provide extraordinary customer service for all internal and external customers
- Ability to work independently or as part of a team
About SaskPower
Since 1929, we've delivered power throughout Saskatchewan. Today, we strive to serve an increasingly diverse and sophisticated customer base of over 550,000 customers. Our team of dedicated employees is made up of over 3,100 permanent full-time employees.
We manage over $13 billion in generation, transmission and distribution assets.
Our power comes from: • 3 coal-fired power stations – 1,389 MW • 7 hydroelectric stations – 864 MW • 8 wind facilities – 617 MW • 3 solar facilities – 83 MW • 10 natural gas stations – 2,160 MW • import power purchase agreements – 290 MW • small independent power producers – 34 MW
Our total available generation capacity is 5,437 MW.
Our network serves a large geographic area and widely dispersed population. We maintain more than 160,000 kilometres of power lines, 59 high voltage switching stations and 200 distribution substations. We also have interconnections at the Manitoba, Alberta and North Dakota borders.
*Information as of July2023