Term Customer Care Representatives

Halifax Water

Halifax Water is inviting applicants for Two (2) Term Customer Care Representatives (approximately 9 months & 6 months) in the Corporate Services Department. Applicants are asked to submit a cover letter and resume stating Competition #HW24-94E by 4:30pm on July 11, 2024.

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

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). As part of the conditional offer process, candidates will be subject to a satisfactory background check and satisfactory pre-employment testing.

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.

    • 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.

    Skills

    • Responding to Inquiries
    • Problem Solving
    • First point of contact
    • processing payments
    • Data Entry
    • Customer Service skills


    Halifax Water

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    • Date Posted: July 4, 2024
    • Location: Halifax,NS
    • Job Industry: Customer Service