Talent Pool - Customer Experience Representative

JOB SUMMARY:

Our Customer Advisory Services & Revenue Assurance Center is recruiting for part-time vacancies for Customer Experience Representatives. Should you enjoy working from home or enjoying a better work/life balance there may be an opportunity to work remotely.

Sask Power is currently searching for Customer Experience Representatives to be the primary contact for Sask Power in our Customer Advisory Services & Revenue Assurance Center. Our ideal candidates have the ability to respond to customer inquiries, concerns, and complaints in a timely, efficient, and courteous manner.

You must be comfortable working in a position where there are call centre metrics which include target-oriented goals.

Sask Power does not guarantee a set number of hours per week. Hours are scheduled based on business needs and average about 20-35 hours per week. Hours will be scheduled Mon-Fri anywhere between 8:00am - 6:17pm.

TRAINING:

Sask Power offers an extensive training program for these positions. Applicants are expected to attend the full-time remote training program from 8:00-4:47 Monday–Friday for the entire training period. Training is fully paid.

KEY ACCOUNTABILITIES:

• Responsible stewardship of customer data and information while adhering to all privacy standards and policies

• Provide frontline service and information to customers and internal stakeholders regarding customer billing and accounts

• Provide efficient and quality service to internal and external customers for inquiries across various channels (phone, digital, email, text, in person, video)

• Receive, investigate and respond to customers and direct to the appropriate resource when necessary

• Perform inbound and outbound arrears contacts for accounts using available technologies

• Receive payments, issue refunds, prepare invoices and initiate contact for the collection of payments

• Receive, distribute and prepare incoming and outgoing communications both internal and external to the corporation across various channels

• Perform customer account maintenance and/or updates for requested field work to be performed by operational areas of Sask Power

• Perform general accounting and financial functions as required

• Determine customer needs by utilizing needs based questioning techniques

• Maintain files and records associated with the department

• Maintain a working knowledge of departmental systems, processes, policies and procedures and apply continuous improvement principles to the everyday work

• Solve problems, implement decisions and work independently with minimal supervision

• Adhere to performance metrics and key performance indicators

• Participate in continuous improvement initiatives to identify business enabling solutions and areas of improvement

• Assist departmental staff with the development of training course content and assist in the administration of employee training as required

• Participate in continuous educational and professional development as required

• Other related and assigned duties

KNOWLEDGE/SKILLS/ABILITIES:

• Bachelor’s Degree, Diploma, Certificate or Program in Business Administration, or equivalent AND/OR;

• Two (2) years of customer experience, financial service industry experience or hospitality experience utilizing standard corporate software applications (Microsoft Office Suite), or equivalent

• Ability to cooperate and deal tactfully with other staff and the public

• Excellent verbal and written communication skills

• Aptitude for accuracy and detail

• Ability to implement and make sound decisions

• Ability to provide extraordinary customer service for all internal and external customers

• Ability to work independently or as part of a team