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).
- 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.
Reports to:
- Customer Service Quality Supervisor or designate
Minimum 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
- 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
Salary for this Unionized position is $25.14 per hour | $45,763.86 per year with a 35 hour work week | 7 hours per day.
Completed cover letter and resume (application forms [PDF] - optional), stating Competition #HW24-94E must be received by 4:30pm on July 5, 2024. Please forward to:
- Halifax Water
HR Department
P.O. Box 8388, RPO CSC
Halifax, NS
B3K 5M1
Fax
-
902-490-6934
Please note: Only applicants invited for an interview will be contacted.
Conditional Items Required for Employment:
- Satisfactory background check
- Satisfactory pre-employment testing
Halifax Water is an equal opportunity employer.
Halifax Water’s goal is to be a diverse workforce that is representative of the community we serve, at all job levels. Halifax Water believes a diverse workforce positively contributes to its success, and the success of our community. We encourage applications from qualified African Nova Scotians, LGBTQ+ community, racially visible persons, women in non-traditional positions, persons with disabilities and Indigenous persons. Halifax Water encourages applicants to self-identify in the cover letter.