Term Customer Care Representative

Do you enjoy working within a fast paced, structured environment where job expectations are clear, and quality is never compromised and constant dialogue is encouraged, then this the role for you.

Halifax Water is inviting applicants for One (1) Term Customer Care Representative in the Corporate Services Department, for a period of up to 12 months.

Customer Care Representatives (CCRs) are key members of the Customer Care Center working under the direction of the Customer Service Quality Supervisor. CCRs are responsible for contributing to the Utility’s overall success by providing prompt, accurate and professional service that leads to a world class customer experience. Primary duties will include identifying and responding to customer needs using up to date knowledge of departmental procedures, Halifax Water programs and services including but not limited to, account and billing, metering appointments, payments and collections, as well as Halifax Water Operations.

Interested, qualified candidates are asked to submit a cover letter and up-to-date resume quoting Competition #HW24-176E confirming their interest by 12:00 pm on October 23, 2024.

Responsibilities

• Identifying and responding to both external and internal customer needs by various means including phone, email or other electronic means, or in-person for account and billing inquiries, requests for services or service cancellations, customer appointments, and any other inquiry related to Halifax Water services.
• Maintain customer data in the appropriate system of record including initial data entry and data verification.
• Process customer payments including setting up payment arrangements with customer(s), following established guidelines.
• Maintain an up to date knowledge of departmental procedures and Halifax Water programs and services.
• Resolve customer inquires/complaints at first point of contact. If unable to resolve at first contact follow the established escalation process.
• Ensure office is ready for day’s activities (e.g. unlock/lock office, open/close cash.)
• Perform cash office functions including processing payment and payment files, completion of daily cash report, bank deposit, petty cash transaction and other related functions.
• Receive and record customer contacts and initiate service requests or inquiries to the appropriate department.
• Conduct outbound messaging to provide information or status updates on customer requests as required.
• Perform general office functions such as sorting and delivering mail, photocopying, filing, as well as use of related equipment (e.g. computers, postage meter, photocopier/fax machine/scanner, etc.).
• Provide required administrative support for Halifax Water staff (such as Metering) with respect to customer appointment scheduling and notices.
• Perform such other related duties as may be assigned.

Qualifications

Education:

• Grade 12 or NS Department of Education equivalent and a one year certificate or diploma program in Business Administration from a recognized institution. Other suitable combinations of education and experience may be considered.

Experience:

• Two years previously related experience in a customer service environment. Experience in general office duties, computers, cash handling and dealing with the public.

Certificates/Licenses/Registrations:

• Must be willing to undertake and maintain the following safety training:
  • First Aid
  • WHMIS
  • Additional safety training as identified based on legislative and operational requirements

Skills

• Resolving Issues
• Analytical Skills
• Data Entry
• Customer Support
• detail oriented

Halifax Water