20 Oct
Halifax Water
Halifax Regional Municipality
Discover
The Opportunity
Do you enjoy working within a fast paced, structured environment where job expectations are clear, and quality is never compromised and constant dialogue is encouraged, then this the role for you.
Halifax Water is inviting applicants for One (1) Term Customer Care Representative in the Corporate Services Department, for a period of up to 12 months.
Customer Care Representatives (CCRs) are key members of the Customer Care Center working under the direction of the Customer Service Quality Supervisor. CCRs are responsible for contributing to the Utility's overall success by providing prompt, accurate and professional service that leads to a world class customer experience.
Primary duties will include identifying and responding to customer needs using up to date knowledge of departmental procedures, Halifax Water programs and services including but not limited to, account and billing, metering appointments, payments and collections, as well as Halifax Water Operations.
Interested, qualified candidates are asked to submit a cover letter and up-to-date resume quoting Competition #HW24-176E confirming their interest by 12:00 pm on October 23, 2024.
What you'll do
Responsibilities
1. Identifying and responding to both external and internal customer needs by various means including phone, email or other electronic means, or in-person for account and billing inquiries, requests for services or service cancellations, customer appointments, and any other inquiry related to Halifax Water services.
2. Maintain customer data in the appropriate system of record including initial data entry and data verification.
3. Process customer payments including setting up payment arrangements with customer(s), following established guidelines.
4.
Maintain an up to date knowledge of departmental procedures and Halifax Water programs and services.
5. Resolve customer inquires/complaints at first point of contact. If unable to resolve at first contact follow the established escalation process.
6. Ensure office is ready for day's activities (e.g. unlock/lock office, open/close cash.)
7. Perform cash office functions including processing payment and payment files, completion of daily cash report, bank deposit, petty cash transaction and other related functions.
8. Receive and record customer contacts and initiate service requests or inquiries to the appropriate department.
9. Conduct outbound messaging to provide information or status updates on customer requests as required.
10.
Perform general office functions such as sorting and delivering mail, photocopying, filing, as well as use of related equipment (e.g. computers, postage meter, photocopier/fax machine/scanner, etc.).
11. Provide required administrative support for Halifax Water staff (such as Metering) with respect to customer appointment scheduling and notices.
12. Perform such other related duties as may be assigned.
What you'll need
Qualifications
Education:
- Grade 12 or NS Department of Education equivalent and a one year certificate or diploma program in Business Administration from a recognized institution. Other suitable combinations of education and experience may be considered.
Experience:
- Two years previously related experience in a customer service environment. Experience in general office duties, computers,
cash handling and dealing with the public.
Certificates/Licenses/Registrations:
- Must be willing to undertake and maintain the following safety training:
- First Aid
- WHMIS
- Additional safety training as identified based on legislative and operational requirements
We're looking for
Core Skills
Resolving Issues Analytical Skills Data Entry Customer Support Detail oriented A little bit about us
Halifax Water
As Atlantic Canada's Largest Water Utility, our purpose is to supply and safeguard sustainable, high-quality water services.
Everything we do at Halifax Water is tied to our purpose. With employees who are dedicated to supplying high-quality services for water, wastewater, and stormwater, through a 'One Team One Water' attitude,
we can meet the challenges of a growing population, aging infrastructure, and increasing regulatory compliance.
Halifax Water employees strive to be stewards of our environment and are fueled by a passion to serve our communities. Employee commitment and dedication of service mean a great deal to our customers, stakeholders, and to Halifax Water.
As an employee, Halifax Water is proud to offer you:
- Pension & Benefits: We invest in our employees. As a member of our team, you will have access to a competitive benefits package, including health insurance, retirement plans, long-term disability, paid holidays, vacation, sick leave, fitness incentives and much more. Learn more about the benefits of working at Halifax Water on our website; HalifaxWater.ca
- Diversity, Equity, and Inclusion:
We continually foster a more diverse workforce representative of our communities at all job levels. We know that a diverse workforce positively contributes to our success and the success of our community.
- Career & Professional Development: We encourage job development opportunities for all employees, including on-the-job training, tuition assistance, eLearning courses, classroom-based training, and more.
We are committed to providing a safe and hazard-free work environment. Our employees' health and well-being are a top priority, and we promote a safety-first culture to provide daily healthy, safe, sustainable, and reliable services. We take this responsibility seriously and feel immense pride in reaching beyond industry service standards.
As a public service utility operating critical infrastructure on behalf of our customers, our employees are trained in Emergency Measures Operations (EMO) and Incident Command System (ICS). This type of training allows Halifax Water to respond to all emergencies, from simple water main breaks to keeping customer water flowing (water, wastewater, and stormwater) through Hurricanes and other major natural events.
To learn more about What We Do, visit Halifax Water .
▶️ Term Customer Care Representative
🖊️ Halifax Water
📍 Halifax Regional Municipality