CUSTOMER ENGAGEMENT SPECIALIST
Winnipeg, MB
Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers!
Great Benefits
- Competitive salary and benefits package.
- Defined-benefit pension plan.
- Nine-day work cycle, providing for a balanced approach to work, family life and community.
Manitoba Hydro is a leader among energy companies in North America, recognized for providing highly reliable service and
exceptional customer satisfaction. Join our team of Manitoba's best as we continue to build a company that supports innovation,
commitment and customer service.
We are seeking individuals who are motivated by creating positive customer service experiences, who are personable and
empathetic, enjoy working in a dynamic and fast-paced work environment and who have a passion for helping people in an
environment built on teamwork, diversity, and integrity.
In this role, you will be responsible for handling customer inquiries, providing assistance, and resolving issues through the mediums
of digital, voice, and other channels. Key tasks and responsibilities include interacting with customers in an accurate, timely, and
friendly manner, actively listening for issues and providing suitable solutions, and offering support to provide a positive customer
experience. You will strive to achieve all designated service levels and contribute to the success of service levels, enterprise goals,
and ultimately – customer satisfaction.
Responsibilities:
- Respond to gas service, emergency, and electric power outage calls by following company procedures to ensure customer
safety and prevent property damage.
- Provide exceptional customer service in accordance with matters of billing and credit, providing detailed account information
on:
- Individual transactions, charges, credits, and balances on a variety of billing types.
- Historical patterns and changes.
- Meter reading types and procedures.
- Explain various billing transactions, including:
- Late payment charges, service charges, dispute tests, flat rates, rentals, and contracts.
- Educate customers on our products and services, such as:
- Equal Payment Plan, Pre-Authorized Payment Plan, and online Customer Service Portal.
- Energy accounts and Loans & Financing programs.
- Work fluidly across queues and channels as directed, or as required by volumes, completing other duties as assigned and
designated.
- May be required to work during outages or emergency scenarios occurring outside the normal hours of the Engagement
Centre.
Qualifications:
- Grade 12 education or equivalent, proficiency in basic mathematics and keyboarding skills.
- Minimum of two years' experience directly related to customer service clerical activities.
- Experience in a fast-paced Customer Service environment which may include clerical duties such as: answering phone calls,
data entry, filing, creating records, email duties, paying and/or organizing bills within the following industries: Contact Centre,
Legal, Financial, Healthcare, Tourism, or retail/restaurant managerial experience.
- Proven ability to operate a computer and use the basic features of Word and Excel.
- Proficiency in both written and oral French and English language is considered an asset.
MANITOBA HYDRO IS COMMITTED TO DIVERSITY AND EMPLOYMENT EQUITY
