About the role

Power and customer care specialist supporting utility billing, outage communications, and account services. Monitoring security alerts for Util-Assist, a North American utility consulting partner.

Responsibilities

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

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.