Job title: Customer Engagement Specialist
Status: Permanent
Location: Winnipeg, MB
Salary: $1,807.25 – $2,366.60 Bi-weekly / $46,988.50 – $61,531.60 Annually
Shift: Rotation required
ABOUT THE EMPLOYER
Top-tier North American energy provider Manitoba Hydro is exceptional at both client happiness and dependability. Come work with us; we’re a group of Manitoba’s best, committed to promoting creativity and providing outstanding customer service. Join a firm that is well-known for its dedication to quality and customer service as we help to create the energy landscape.
JOB DESCRIPTION
The Customer Engagement Specialist, reporting to a Customer Engagement Centre Supervisor, plays a pivotal role in ensuring a customer-centric approach within Manitoba Hydro’s dynamic energy sector, aligning with the organization’s Strategy 2040 objectives.
Their responsibilities encompass addressing customer inquiries, providing support, and resolving issues across various communication channels such as phone and email. Key duties involve maintaining clear, timely, and courteous communication with clients, attentively addressing concerns, and facilitating resolutions to enhance overall customer satisfaction.
The Specialist diligently works to meet designated service levels, prioritizing customer contentment and leveraging insights from the customer engagement center to optimize service delivery.
JOB SPECIFIC REQUIREMENTS
Role:
As a Customer Engagement Specialist at Manitoba Hydro, your responsibilities include:
Responding to Gas Service, Emergency, and Electric Power Outage Calls: You are expected to promptly address gas service and electric power outage calls following company protocols to ensure customer safety and prevent property damage.
Providing Exceptional Customer Service: You are to deliver outstanding customer service regarding billing and credit matters, offering detailed account information such as individual transactions, historical patterns, and meter reading procedures.
Effective Communication: You must be able to collaborate with Customer Service Centers and Dispatch as necessary for service orders, ensuring efficient communication and coordination.
Payment Arrangements and Compliance: You must also be able to negotiate and monitor payment arrangements within departmental, corporate, and government policies, including compliance with privacy regulations such as the Freedom of Information and Protection of Privacy Act.
Service Reconnection and Collection Procedures: You will coordinate service reconnections and initiate advanced collection procedures for outstanding accounts, including disconnection if necessary, and referral to third parties.
Assisting Vulnerable Persons: You will also identify and refer vulnerable individuals to the department’s community social worker liaison for appropriate support and assistance.
Transaction Management: You will be saddled with the responsibility of processing various transactions in multiple systems accurately and efficiently.
Stakeholder Relationship Management: You must be able to maintain positive relationships with stakeholders, sharing information and participating in cross-functional teams and committees as needed.
Billing Explanation and Customer Education: You will clarify billing transactions and educate customers on available products and services, including payment plans, online portals, and energy accounts.
Flexibility and Additional Duties: You must be able to adapt to varying workloads and channels, completing assigned tasks and any additional duties as required.
Emergency Response: You must be prepared to work during outages or emergency situations outside of regular engagement center hours to ensure customer support continuity.
Qualifications:
Education: Grade 12 Education or Equivalent with proficiency in basic mathematics for accurately handling billing and financial transactions. Additionally, keyboarding skills are necessary for efficient data entry and communication.
Experience: Applicants must have a minimum of two years of experience in a customer service role. This experience should demonstrate the ability to effectively interact with customers, address inquiries and concerns, and provide high-quality service. Previous experience in a related industry or environment, such as utilities or energy services, is preferred but not mandatory.
Technical Skills: Computer proficiency. Also, applicants must be proficient in Microsoft Word and Excel.
Soft skills: Proficiency in both written and oral English language and French.
OTHER POTENTIAL BENEFITS
Attractive Compensation and Benefits Package: Manitoba Hydro offers a competitive compensation package that reflects the value of the skills and experience of its employees. Beyond the base salary, employees may receive bonuses, performance incentives, and other rewards based on individual and company performance. Additionally, the benefits package typically includes health insurance, dental coverage, retirement savings plans, and various wellness programs aimed at supporting the overall well-being of employees and their families.
Secure Defined-Benefit Pension Option: As part of its commitment to providing long-term financial security for its employees, Manitoba Hydro offers a defined-benefit pension plan. This type of plan ensures that employees receive a predetermined amount of retirement income based on factors such as salary history and years of service. With a defined-benefit pension plan, employees can feel confident about their financial future, knowing that they will receive a reliable income stream during retirement.
Innovative Nine-Day Work Cycle: Manitoba Hydro recognizes the importance of achieving a healthy work-life balance for its employees. To support this, the company offers a unique nine-day work cycle, which typically results in employees having every other Monday off. This scheduling arrangement allows employees to enjoy extended weekends, providing valuable time to spend with family, pursue personal interests, and engage with their communities. By promoting work-life balance, Manitoba Hydro aims to foster a positive and supportive work environment where employees can thrive both personally and professionally.
HOW TO APPLY
Visit www.hydro.mb.ca/careers to apply online.
APPLICATION DEADLINE
February 16th, 2024
OTHER INFORMATION
Candidates must be available to work rotating shifts, including Saturdays as part of the regular work week.
Ineligibility for Remote Work
If you need any special accommodations throughout the hiring process, please let us know.
