Customer Contact Agent (Temporary - 12 Months)

Hydro Ottawa•Ottawa, ON

2d•CA$56,173 - CA$86,276•Hybrid

About The Position

The Customer Contact Agent is responsible for effectively responding to all customer inquiries received via multiple channels offered by Hydro Ottawa and those acting on behalf of Hydro Ottawa. The Customer Contact Agent serves as an ambassador for Hydro Ottawa and is the first point of contact for the majority of customer service requests. To perform the work, the Customer Contact Agent must become familiar with a variety of key processes and have a thorough knowledge of Hydro Ottawa and its services. Service to the customers must be delivered with the highest possible level of courtesy, efficiency and professionalism while adhering to regulatory requirements.

Requirements

Secondary school diploma
Several years of experience working in a customer service environment
English essential, both oral and written
Bilingual (English/French) essential, both oral and written
Applicants must be legally entitled to work in Canada.

Nice To Haves

Knowledge of the electric utility industry considered an asset

Responsibilities

Analyze, interpret, research, troubleshoot and respond to customer inquiries received via all channels supported by Hydro Ottawa.
Make decisions that affect the monetary amounts to both our customers and Hydro Ottawa that may impact charges on a customer’s bill.
Respond and action customer requests related to the various Hydro Ottawa payment plans.
Liaise with third party social agencies on various customer support programs.
Accurately complete and deliver documentation requests from customers.
Schedule field personnel appointments for a variety of purposes.
Input and update personal statistics as required.
Ensure own work is in compliance with the Occupational Health and Safety Act and any other applicable legislation.
Provide support to other customer service working groups as required.
Perform other related duties as required.