Util-Assist Inc.

Customer Support

• Respond to utility customer inquiries and document interactions accurately
• Triage power outage issues and provide restoration updates via phone, IVR messaging, and Twitter feeds
• Facilitate remote power reconnections and route calls to appropriate departments
• Assist with billing, payment arrangements, and account-related concerns
• Guide customers through move-in/move-out processes and self-serve options
• De-escalate upset customers and assist with financial aid applications
• Support collection of outstanding accounts through various communication channels
• Process move-in, move-out, and payment plan forms in the CIS
• Verify enrollment forms and process account changes accurately
• Maintain and file documentation
• Analyze service orders and adjust customer accounts according to company procedures
• Generate reports and listings and cross-reference information for accuracy
• Monitor security cameras and report potential theft or vandalism
• Inform supervisors about service-impacting issues
• Stay current on systems, processes, and procedural updates
• Train and mentor new employees
• Contribute to ad hoc projects and assigned team initiatives
• Work flexible hours, including on-call rotations, days, nights, weekends, and holidays
• Support U.S. holiday schedules and potentially work Canadian statutory holidays

Power & Customer Care Specialist – 1-Year Contract