Customer Care Representative

Competition # HW24-66E Department Corporate Services Primary Function

Customer Care Representatives (CCRs) are key members of the Customer Care Center working under the direction of the Customer Service Quality Supervisor.

A CCR is responsible for contributing to the Utility’s overall success by providing prompt, accurate and professional service that leads to a world class customer experience.

The Customer Care Representative will identify and respond 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.

The Customer Service Representative is required to work evenings (7 hours per day within the

time frame of 8 : 00 am to 6 : 00 pm / 35 hours weekly).

Duties & 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.

Reporting Relationships

Reports to :

Customer Service Quality Supervisor or designate

Minimum Qualifications

Education and Experience

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.

Other Requirements

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

Knowledge, Skills and Abilities

• Must have a high degree of ability to deal courteously and competently with customers
• Ability to deal effectively with internal and external customers by phone, electronic means, as well as at the counter / reception area
• Must have good keyboarding skills with the ability to type and to perform data entry with accuracy
• Demonstrated ability to communicate effectively
• Demonstrated ability to work accurately with figures and detailed records
• Ability to maintain and balance cash work
• Ability to meet established deadlines and deal with varying workloads and work habits
• Strong organizational skills with the ability to work in a team environment or independently
• Good oral, written, and customer service skills
• General knowledge of a Microsoft Office tools such as word processing, spreadsheet and data base systems; and ability to work in a Windows based environment
• The ability to de-escalate and resolve customer issues, bring them to closure, or where necessary refer them to the customer complaint process
• Must maintain a confidential nature of customer accounts and contacts
• Collection and accounts receivable experience would be an asset
30+ days ago