Public Information Officer

Ontario Energy Board•Toronto, ON

8d•CA$67,101 - CA$78,861

About The Position

The Ontario Energy Board is proud to be recognized as one of Greater Toronto’s Top Employers for four years running. Our success resides with our people and we take great pride in fostering a workplace culture that attracts top-tier professionals passionate about shaping Ontario’s energy future. Our reputation as a preferred employer reflects our commitment to helping deliver clean, reliable, affordable and secure energy that enables economic growth across the province. Our One OEB culture promotes a values-driven, collaborative workplace where diverse perspectives come together to deliver regulatory excellence, and where we encourage curiosity and agility in an environment that is grounded in mental health, wellbeing and a foundational commitment to Diversity, Equity and Inclusion. We are the ONTARIO ENERGY BOARD. Under the direction of the Manager, the Officer will respond to written and phone enquiries from members of the public regarding the Ontario energy sector and the Ontario Energy Board’s regulation of the electricity and natural gas sectors and receive complaints regarding entities licensed by the OEB. This role is responsible for analyzing information and data to resolve disputes between consumers and licensees and determine whether the licensee has complied with its obligations.

Requirements

College or University Degree in related field or relevant work experience
1-3 years working in a client service call center environment, providing services to the public either on the telephone, or written correspondence
Demonstrated experience explaining and sharing information, responding to requests and enquires and resolving customer complaints and problems
Highly proficient with Microsoft Office Applications (Excel, Word and Outlook)
Experience with CRM is required
Demonstrated analytical skills and investigative mindset to explore issues from all angles
Demonstrated time management and organizational skills with the ability to manage multiple priorities simultaneously
Ability to respond quickly, and within the established time frame, to consumers in a high-volume call center in a courteous and knowledgeable manner

Nice To Haves

Fluently bilingual in Canadian French and English is an asset
knowledge of Pivotal is considered an asset.

Responsibilities

First point of contact for all enquiries and complaints, from members of the public regarding the Ontario energy sector and the regulation of entities licensed by the OEB within the established timelines
Gathers and analyses complaints, inquiry trends and sourced data to resolve disputes between consumers and regulated entities
Assists in the determination of whether regulated entities are following the governing legislation
Assesses the nature of the enquiry/complaint/correspondence and uses appropriate questions to ensure understanding of the issue
Seeks guidance or searches for additional information to respond to enquiries when appropriate
Submits complaints to regulated entities for response
Reviews with consumers the regulated entities responses to complaints and works towards a resolution with both parties
Ensures all interactions with consumers and regulated entities are recorded in CRM database.
Provides coverage for reception duties
As the subject matter expert provides suggestions for product and services offered