The Customer Care Representative manages call centre functions, including responding to customer inquiries and handling the collection of past due accounts. They are responsible for resolving customer complaints, processing service orders, and maintaining accurate records of all account activities.
Provident Energy Management Inc. is a leading Energy Services Company (ESCO) in the Greater Toronto Area and Canada specializing in the multi-residential market, with an emphasis on high rise condominiums. Since 1985, we've supported our clients’ energy savings and sustainability objectives through state-of-the-art building automation and sub-metering services.
Provident’s 100+ person team includes engineers, certified energy managers, and building systems engineering technologists among other disciplines. We're highly focused on providing our team with professional development and growth opportunities along with challenging work and a supportive environment.
Join us!
ROLE
The Customer Care Representative is responsible for the call centre functions as it relates to customer service and collection of past due accounts. This position will ensure that an excellent standard of service and a high level of customer satisfaction is maintained. Reporting to the Customer Care Supervisor, the Customer Care Representative ensures all goals, objectives, and agreed upon levels of service are met.
This is a 6-month contract position with possibility of extension.
RESPONSIBILITIES
Essential Duties and Responsibilities include, but are not limited to the following:
Respond promptly to customer inquiries – verbally & written
Contact via phone and/or email past due customers to ensure prompt payment.
Provide accurate, valid and complete information by using the correct methods and tools available
Handle customer complaints, and follow up to ensure resolution ensuring policies and procedures are followed
Process Move In/Out Service Orders
Identify, resolve, and escalate in a timely manner all issues and/ or disputes to the appropriate people.
Record in a clear and concise manner all customer service activities / comments and contact information on customer’s account
Assist with New Services, Signed Customer Agreements and Security Deposit requests
Negotiate payment arrangements within the company and OEB guidelines.
Ensure all Provident policies and procedures are followed.
Collaborate with other departments to resolve complex customer issues.
Provide a high level of customer service in a professional and courteous environment.
Provide initiative and ideas on the improvement of work processes.
Maintain a professional and empathetic approach while dealing with customers.
REQUIREMENTS
Minimum of one to two (2) years’ experience in a high-volume contact centre environment, with a focus on customer service and/or collections. (Preferred).
Candidates new to contact centre roles are welcome to apply, provided they demonstrate strong communication skills, adaptability, and a commitment to delivering exceptional customer experiences.
Experience in MS Office and contact centre technologies, including CRM systems and call management tools. (An Asset)
Ability to deliver exceptional customer service in a fast-paced, multi-channel environment (phone, email, chat).
Strong verbal and written communication skills, with the ability to handle challenging conversations professionally.
Self-motivated and organized, with the ability to manage multiple tasks and adapt quickly to changing priorities.
Excellent interpersonal skills, demonstrating empathy and active listening to resolve customer issues effectively.
Collaborative team player, contributing to a positive and supportive contact centre culture.
Reliable high-speed home internet to support remote work requirements when applicable.
WORKING CONDITIONS
Office environment.
Manual dexterity required to use desktop computer and peripherals.
Overtime as required.
Lifting or moving up to 10lbs may be required.
The Company has created policies and procedures to meet the required Accessibility Standards under the Accessibility for Ontarians with Disabilities Act. 2005. Our Accessibility policies are available in a number of formats. Should you wish access to these documents, or should you require any accommodations, please contact Human Resources.
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