Customer Service

Description:

With a lean, loyal, and productive team of 24 employees, this company supports the Local Distribution Company (LDC), Wasaga Distribution Inc. ‘the Utility,’ which distributes power and related services inside the Town of Wasaga Beach, a vibrant community with an ever-growing population. The present population is more than 25,000 and comprises a total service area of 61 square kilometres. The Utility serves approximately 15,000 residential and commercial customers.

The Town of Wasaga Beach is one of the fastest-growing communities in Ontario.

POSITION SUMMARY

The Customer Service/Collection Representative is responsible for processing and balancing all customer payment transactions and balancing end-of-day reconciliation sheets. Responding to customer inquiries regarding customer accounts and negotiate acceptable payment arrangements within pre-defined guidelines. The successful candidate requires good time-management skills to work both independently and in groups and the ability to prioritize work while handling multiple tasks. The position has regular contact with customers, vendors, and staff at all levels of the organization; therefore, the candidate must have excellent interpersonal, communication, and influencing skills.

CANDIDATE RESPONSIBILITIES

Reporting to the Supervisor of Customer Service, the Customer Service/Collection Representative’s responsibilities include, but are not limited to:

• Provide front-line service to the public, in-person and over the phone regarding billing inquiries, payment arrangements and other customer service-related questions.
• Effectively deal with people professionally, while complying with company policies and procedures.
• Open and close the office for daily operation and process all payments.
• Organize and enter all new services/upgrades service orders, keeping track of payments, as well as authorizations.
• Answer enquiries from contractors and electricians about trenching, cable costs and ESA approvals and arrange for layouts.
• Process general service orders.
• Collect tenant/landlord forms and hydro applications. Send all new landlords the Continuous Service Agreement.
• Contacting customers to collect on outstanding accounts and set up payment arrangements while being compliant with regulatory rules and guidelines.
• Redirect returned mail and enter appropriate address changes into the billing system.
• Print final service orders daily.
• Respond to customer inquiries regarding their accounts and negotiate acceptable payment arrangements within pre-defined guidelines.
• Balance the day’s receipts and prepare bank deposits. Take deposits to the bank.
• As Wasaga Resource Services Inc. is a small business entity, office staff must be not limited to the above and versatile enough to relieve in other areas as required/requested.