Location: Mississauga (Derry), St. Catharines (Vansickle) or Vaughn (Cityview), Hybrid
Department: Customer Care
Number of Vacancies: 1
Hours per Week: 35
Start Rate: $32.69/hr
Rate After Probationary Period: $35.96/hr
Please note that this posting may be removed prior to the closing date if a high number of qualified applications are received.
At Alectra, we energize a brighter future by empowering our workforce through the talent of tomorrow's bright minds. We promote a culture that encourages collaboration, celebrates innovation and supports lifelong learning. We are committed to creating a safe and inclusive workplace where everyone succeeds and has the opportunity to make a meaningful difference.
Position Purpose
The Customer Service Rep is the main point of contact for Alectra customers, committed to providing service excellence and exceeding customer expectations.
Key Responsibilities/Accountabilities
- Answer incoming telephone inquiries for electric and water customers; respond to customer inquiries through multi-channel services.
- Provides assistance to customers with web portal and on line inquiries.
- Establishes and closes accounts for residential and commercial customers and complete all daily work as assigned.
- Based on current policies and guidelines, makes pay plans/payment arrangements for outstanding amounts on final and disconnect notices, and security deposits; initiates payment investigations; and provides mitigation strategies to assist customers in arrears.
- Performs tasks required to support water services including liaison activities, inquiries and reporting.
- Be fully knowledgeable of the Ontario Energy Board initiatives including the Ontario Electricity Support Program and the Low-income Energy Assistance Program and direct customers in need of financial assistance to social agencies and community support partners.
- Assists customers with their understanding of account charges and resolve billing inquiries including high bill concerns; and recommends solutions to reduce consumption and costs.
- Supports all business processes related to customer account management including account start / stop, billing, collections and payments.
- Performs user acceptance testing of system and procedural changes, documenting new and revised procedures to provide the efficient customer services.
- Performs tasks to support billing functions such as entering and updating access notes and customer contact information.
- Responds to Customer Inquiries from electronic sources, letter mail, faxes etc.
- Responds to customer inquiries with pre-authorized plans and equal payment plans.
- Provide information about security deposits and process exceptions within approved policies and guidelines.
- Works with customers to help them understand their energy consumption profile while promoting energy conservation and corporate initiatives to create better electrical consumption awareness; and recommend solutions to reduce electricity consumption and costs.
- Schedule customer reconnections and appointments; issue field activity for external work to be completed.
- Provides customer support during power outages.
- Understanding of Privacy Legislation, and its application within the department.
- Familiarity with Ontario Energy Board compliance requirements and regulation.
- Responsible for a working knowledge and understanding of and make all efforts reasonable to work in accordance with and ensuring work is done in compliance with the appropriate safety legislation, EUSR rules, Alectra policies and procedures and safe work practices that apply to the work while adhering to the internal responsibility system. Reports any unsafe conditions or observed unsafe work practices using Alectra procedures.
- The incumbent may be asked to perform other related duties which may be assigned from time to time.
Qualifications, Knowledge, Skills and Competencies
Education & Specialized Knowledge
- Minimum of High School Education required.
- College diploma or University Degree in business or other related field and/or equivalent experience is an asset.
Experience
- Minimum one (1) year related experience.
- Experience in a high-volume call centre environment is an asset.
- Experience in dealing with difficult customers, situations and moderately/complex problems.
Skills/Abilities/Competencies
- Demonstrated MS Office experience with Word and Excel.
- Ability to make quick and accurate decisions with minimal supervision that support the company procedures.
- Demonstrated Customer Service skills, working both with internal and external stakeholders.
- Proven keyboarding competency and accuracy is required.
- Excellent verbal and written communication skills.
- Must be able to work from other locations as required as per guidelines within the Collective Agreement.
- Ability to multi-task in a fast-paced environment.
Working Conditions
Work involves minimal unpleasant conditions or hazards, resulting in minimal discomfort or risk of danger - work is performed in the office.
Who we are
As the largest municipally owned electric utility in Canada, we are committed to growing, evolving and remaining innovative to build a sustainable and brighter future. Our values set us apart and are our fundamental beliefs about our organization:
Safety: Stay aware, prevent risks and protect each other.
Respect: Value everyone, act honestly and foster inclusion.
Customer Focus: Be reliable, anticipate needs and deliver exceptional solutions with care.
Excellence: Elevate performance, embrace diversity and deliver quality through collaboration.
Innovation: Drive growth by embracing change, creativity and continuous improvement.
Here’s why Alectra might be your ideal workplace:
- We offer comprehensive benefits. From health and wellness programs to financial security though our Defined Benefit Pension Plan – we offer a robust benefits package that supports you and your family.
- We invest in your career development. At Alectra, we care about our team’s future through offering ongoing trainings, mentorship and learning opportunities.
- We care about you work-life balance. Understanding that taking time off is essential to employee well-being, sustained productivity and high performance, we offer the following:
- Time off: At Alectra, we offer various time off options for our employees including vacation time, personal days, milestone parental leave top-up, volunteer days and bereavement days.
- Disconnecting from work: We prioritize your well-being through our “Disconnect from Work” policy which ensures you can maintain a healthy work-life balance.
- Hybrid work environment (if applicable): Based on operational requirements, we offer flexible working arrangements that include working remotely or on-site.
At Alectra, your unique contributions matter and help drive our collective success to a more sustainable and brighter future.
Ready to Apply?
If this sounds like you and gets you excited, we’d love to hear from you! Simply click the apply button to submit your resume and take the first step toward joining our team. *Due to the high volume of applications, we are unable to accept resumes via email. All applicants must apply through our careers page to be considered.*
- First consideration will be given to permanent employees in the PWU bargaining unit.
Note: To be considered as an internal candidate you MUST use your Alectra email address when applying to jobs. This will link your application to your Dayforce Profile.
At Alectra, we celebrate diversity and are committed to an inclusive recruitment process that honours the dignity and independence of all applicants. If you require accommodation due to a disability during the process, please contact
[email protected]. We will work with you to ensure your needs are being met to the point of undue hardship.
Thank you for your interest in building a career with us. While we appreciate all applicants, only those selected for an interview will be contacted.
Please note: We kindly request no unsolicited resumes or agency referrals. Alectra does not accept resumes from recruitment agencies for any open positions unless a valid contract is in place.
Use of Artificial Intelligence (AI) in Recruitment
At Alectra, we’re committed to energizing a brighter future through innovation and responsible technology use. While we may use digital tools to support the efficiency of our recruitment process, we do not use AI to identify or screen candidates. Applications are personally reviewed by either a member of the Talent Acquisition team or one of the hiring leaders, ensuring a fair and human-centered experience for all applicants.
