Description:
What You Will Do
- Responsible for the maintenance of mass market billing accounts including call handling of general customer requests/needs, billing inquiries, collections, moves and the investigation of billing exceptions/disputes. Inquiries may range from routine and straightforward tasks to more complex issues.
- Representative will operate according to performance standards and expectations to ensure customer service quality, effectiveness, and efficiency.
- The incumbent is required to be flexible and adaptable to complete any and all tasks and activities associated with their skill set(s), i.e., inbound/outbound calls, correspondence and billing adjustments.
- Accurate completion of all processes, procedures, and follow-up for the type of customer account being worked.
- Respond to all customers’ communications (i.e., letters, mail, faxes, emails, chat, inter-department inquiries).
- Achieve customer satisfaction, quality, and productivity levels in accordance with operational targets.
- Complete other tasks and activities as business needs dictate.
Who You Are
- Secondary school education or equivalent.
- Minimum 3 years of clerical and customer contact experience required.
- Proven verbal and written communication skills.
- Ability to exercise good judgment with minimal supervision.
- Knowledge of Customer Information Systems is an asset, including SAP and Kubra.
- Excellent analytical skills, decision making ability, negotiations and problem-solving skills.
- Ability to multitask effectively, complete a variety of tasks concurrently, and work under pressure.
- Excellent interpersonal skills and ability to function within a team.
- Ability to plan and use time effectively.
- Flexibility with respect to shifts.
Enbridge Gas Inc. is a Customer Centric organization, and the Customer Care team is at the heart of it. Our organizational culture is driven by the needs of our customers. We strive to continuously focus on improving processes and simplify the customer experience. We are looking to grow our adaptive workforce, engaged by an exceptional employee experience.
As a Representative in Customer Care at Enbridge, customer centricity will be your focus as you handle interactions from customers on a number of topics ranging from utility service, billing and invoices to move and transfer requests.