Three Customer Care Representatives, Term
Three Customer Care Representatives, Term
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Job Description
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The Opportunity
Do you enjoy producing high quality detailed work based on established standards guidelines and procedures This role requires precise consistent work output that is essential and requires patience and a willingness to handle and complete one task at a time. The job environment is stable with welldefined processes. Job knowledge and competency is built through structured stepbystep training and positive supportive coaching from management and peers.
Halifax Water is inviting applicants for Three (3) Term Customer Care Representatives in the Corporate Services Department for a period of 612 months. If you enjoy a professional work environment producing high quality detailed work based on established standards guidelines and procedures this is the role for you. This role will allow you to become a subject matter expert developing competency and knowledge through structured stepbystep training in a positive supportive environment with coaching from management and peers.
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 Utilitys 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.
You will be responsible for your personal safety and that of your coworkers by observing all Occupational Health and Safety Rules and Regulations and Halifax Waters Occupational Health and Safety Program Manual.
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 preemployment testing.
Deadline: May 20 2025
What youll do
Responsibilities
- Identifying and responding to both external and internal customer needs by various means including phone email or other electronic means or inperson 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 days 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.
What youll need
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
A little bit about us
Halifax Water
As Atlantic Canadas Largest Water Utility our purpose is to supply and safeguard sustainable highquality water services.
Everything we do at Halifax Water is tied to our purpose. With employees who are dedicated to supplying highquality services for water wastewater and stormwater through a One Team One Water attitude we can meet the challenges of a growing population aging infrastructure and increasing regulatory compliance.
Halifax Water employees strive to be stewards of our environment and are fueled by a passion to serve our communities. Employee commitment and dedication of service mean a great deal to our customers stakeholders and to Halifax Water.
As an employee Halifax Water is proud to offer you:
- Pension & Benefits: We invest in our employees. As a member of our team you will have access to a competitive benefits package including health insurance retirement plans longterm disability paid holidays vacation sick leave fitness incentives and much more. Learn more about the benefits of working at Halifax Water on our website;
- Diversity Equity and Inclusion: We continually foster a more diverse workforce representative of our communities at all job levels. We know that a diverse workforce positively contributes to our success and the success of our community.
- Career & Professional Development: We encourage job development opportunities for all employees including onthejob training tuition assistance eLearning courses classroombased training and more.
We are committed to providing a safe and hazardfree work environment. Our employees health and wellbeing are a top priority and we promote a safetyfirst culture to provide daily healthy safe sustainable and reliable services. We take this responsibility seriously and feel immense pride in reaching beyond industry service standards.
As a public service utility operating critical infrastructure on behalf of our customers our employees are trained in Emergency Measures Operations (EMO) and Incident Command System (ICS). This type of training allows Halifax Water to respond to all emergencies from simple water main breaks to keeping customer water flowing (water wastewater and stormwater) through Hurricanes and other major natural events.
To learn more about What We Do visit Halifax Water .
Required Experience:
Unclear Seniority
Employment Type
Temp
