Customer Care Representative, Term

1. 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.
2. Maintain customer data in the appropriate system of record including initial data entry and data verification.
3. Process customer payments including setting up payment arrangements with customer(s) following established guidelines.
4. Maintain an up to date knowledge of departmental procedures and Halifax Water programs and services.
5. Resolve customer inquires/complaints at first point of contact. If unable to resolve at first contact follow the established escalation process.
6. Ensure office is ready for days activities (e.g. unlock/lock office open/close cash.)
7. Perform cash office functions including processing payment and payment files completion of daily cash report bank deposit petty cash transaction and other related functions.
8. Receive and record customer contacts and initiate service requests or inquiries to the appropriate department.
9. Conduct outbound messaging to provide information or status updates on customer requests as required.
10. 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.).
11. Provide required administrative support for Halifax Water staff (such as Metering) with respect to customer appointment scheduling and notices.
12. Perform such other related duties as may be assigned.

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

As Atlantic Canadas Largest Water Utility our purpose is to supply and safeguard sustainable high-quality water services.

Everything we do at Halifax Water is tied to our purpose. With employees who are dedicated to supplying high-quality 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 long-term 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 on-the-job training tuition assistance eLearning courses classroom-based training and more.

We are committed to providing a safe and hazard-free work environment. Our employees health and well-being are a top priority and we promote a safety-first 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 .