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Power & Customer Care Specialist – 1-Year Contract
Util-Assist Inc.. Respond to utility customer inquiries and document interactions accurately .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates advanced customer service skills, including effective communication and problem-solving abilities, while managing customer inquiries and account-related concerns in a fast-paced utility environment. Proficient in utilizing outage management software and adhering to industry regulations, ensuring accurate documentation and support for billing and payment processes.
Highest-signal resume keywords
Customer Service SkillsContact Centre PracticesOutage Management SoftwareElectrical Billing PracticesBilingual Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
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Hard Skills
Customer Inquiry ManagementBilling and Payment ProcessingAccount Change VerificationService Order AnalysisDocumentation MaintenanceCIS ProcessingProblem-SolvingMultitaskingOrganizational SkillsKnowledge of Employment Standards Act
Soft Skills
EmpathyProfessionalismVerbal CommunicationWritten CommunicationDe-escalation Skills
Tools & Technologies
Outage Management SoftwareCISIVR MessagingWebChatSMS
Certifications & Qualifications
Police Vulnerability CheckSIN VerificationPassport Verification
Industry Keywords
Utility IndustryControl Room OperationsOntario Electrical Safety Code24/7 Operational EnvironmentFlexible Work Schedule
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 3–5 years’ experience in a Contact Centre or customer service role handling both voice and digital communications
- Previous experience in the utility industry is an asset
- Ability to navigate a 12-hour shift schedule, including days, nights, weekends, and holidays, in a 24/7 operational environment
- Advanced knowledge of Contact Centre practices and procedures
- Experience with voice and digital channel interactions (WebChat and SMS) is an asset
- Intermediate knowledge of outage management software applications
- Intermediate knowledge of Electrical Billing practices
- Intermediate knowledge of Control Room operations
- Intermediate knowledge of the Employment Standards Act
- Intermediate knowledge of the Ontario Electrical Safety Code
- Advanced customer service skills, professionalism, and empathy
- Advanced verbal and written communication skills
- Advanced problem-solving, multitasking, and organizational skills
- Bilingual skills are an asset
- Must complete SIN and passport verification and pass a police vulnerability check
- Must have current legal authorization to work in Canada or the U.S.
Benefits
Comp & perks- Hybrid work arrangements and adaptable hours
- Compressed workweek with extra days off from June to August
- Full vacation balance provided at the start of the year
- Paid birthday day off during the month of your birthday
- Employee Assistance Program with mental health resources
- Nutritional Health Coaching
- Career growth and development opportunities
- Generous health and dental coverage
- RRSP matching
- Parental leave top-up program
- Equal opportunity workplace and recruitment accommodations