Customer Service Representative
About The Position
Saint John Energy is an award-winning, internationally recognized distribution utility serving the ratepayers and citizens of Saint John New Brunswick since 1922. Our team has been recognized for energy innovation, leadership, and excellence by Electricity Canada, the International Smart Grid Network, and the Smart Energy Project. We are a community owned utility that cares, above all, about people. We are relentless in our goal to provide our customers with convenient, reliable energy choices that provide comfort, save money, and help protect the environment. We care about our teams, we care about the communities we serve and we care about the province where we work and live – we invest in them every day. In all that we do, we seek to leave the world a better place. Saint John Energy is guided by the principles of: Safety & Wellness, Customer & Community, Integrity, and Bravery. Safety is more than a core value – it’s a way of life at Saint John Energy, demonstrated every day through our commitment to the safety of our employees, customers and community. The CSR answers and responds to all customer calls including account inquiry, power interruptions, trouble calls, product inquiry (e.g., water heaters, heat pumps), online portal and marketing/promotional programs. This role requires a commitment to continuous learning to effectively deliver outstanding customer service through a combination of knowledge transfer and troubleshooting. The CSR also performs account collection activities, and processes customer moves. The successful candidate must be able to work in a virtual team environment with limited guidance. This position requires a high degree of confidentiality and composure. This position contributes to Saint John Energy’s objectives by delivering outstanding customer service through an individual’s knowledge and strong customer service skills.
Requirements
- Completion of Grade 12 or equivalency, and supplemented with post-secondary education
- One-year experience working in a customer-service, call-centre based environment
- Must possess outstanding computer skills
- Must have excellent verbal and written communication skills
- Strong customer service and troubleshooting skills
- An attention to details and accuracy in completing work is essential
- Ability to work well under pressure
- Must always maintain a professional demeanor and composure
Responsibilities
- Answering and responding to all customer inquiries including account inquiry, power interruptions, trouble calls, product inquiry (e.g., water heaters, heat pumps), online portal and marketing/promotional programs.
- Performing account collection activities.
- Processing customer moves.
- Delivering outstanding customer service through knowledge and strong customer service skills.
- Answering and responding to all customer inquiries including but not limited to general inquiries, product inquiries, power interruptions.
- Performing account collections processes in a respectful manner.
- Initiating service orders for moves, disconnects/reconnects etc.
- Providing customer support for the customer online and mobile customer portal.
- Responding to customer high bill concerns.
- Responding to customer’s product questions (e.g., water heaters, heat pumps) and provide appropriate troubleshooting and education.
- Staying apprised of all promotions and initiatives to educate and advise our customers.
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What This Job Offers
Career Level
Entry Level
Education Level
Associate degree
