Algoma Power Inc. (API) is an electric distribution company that serves approximately 12,000 customers in the district of Algoma with over more than 1,800 kilometers of distribution lines in an area that covers approximately 14,200 square kilometers. Algoma Power Inc. is a subsidiary of FortisOntario Inc. (“FortisOntario”) which is headquartered in Fort Erie and has operations in electricity transmission and distribution primarily located in Fort Erie, Port Colborne, Cornwall, Gananoque and the district of Algoma. FortisOntario is the only investor-owned electric distribution utility in Ontario and is a wholly owned subsidiary of Fortis Inc. (“Fortis”). Fortis is the largest investor-owned distribution utility in Canada. Algoma Power Inc. currently has an opportunity working out of our Sault Ste. Marie work centre location for a:
CUSTOMER SERVICE AGENT
Algoma Power Inc. (API) is looking for a motivated, organized, detail oriented, customer centric individual with the ability to work in a fast-paced environment as part of a dynamic customer service team. This full-time position will support the Customer Service team in day-to-day tasks and provide professional and courteous service to API’s customers.
Reporting to the Customer Service Supervisor, the Customer Service Agent responds efficiently and professionally to all customer inquiries related to billing, collections, service transactions and energy efficiency. The Customer Service Agent processes transactions resulting from customer calls and performs other core functions in the areas of collections, billing, and payment entry.
The main responsibilities of this position include:
• Respond to customer inquiries via telephone and e-mail; ensuring that customer inquires are handled promptly and effectively
• Provide front line service regarding billing inquiries, payments and other customer service requirements
• Process transactions resulting from customer requests
• Investigate and resolve escalated customer concerns in a professional and timely manner to achieve customer satisfaction.
• Manage customer contracts and account maintenance
• Develop and maintain positive working relationships with all internal departments, employees, customers, contractors, various legislative bodies, municipal agencies, governments and other organizations.
• Other customer service related duties as assigned
The ideal candidate will have the following qualifications:
• Post-Secondary education in Business Administration or in a related discipline from an accredited educational institution
• Exceptional customer service skills, with a customer-centric mindset and the ability to manage customer expectations and concerns.
• Excellent written and oral communication skills
• Ability to apply sound judgement and maintain confidentiality
• Ability to prioritize and follow through on daily tasks in a fast-paced environment
• Attention to detail and ability to complete work with high degree of accuracy
• Proven team player, strong problem-solving and interpersonal skills with experience in managing escalated customer concerns
• Demonstrated experience and proficiency in Microsoft Office applications (SAP knowledge is considered an asset)
• Previous work experience in a sales environment is an asset
• Previous experience working in a utility environment would be considered an asset.
Interested and qualified candidates are invited to submit their cover letter and resume outlining their education, experience and related qualifications through the Career Opportunities Page on www.algomapower.com by May 31, 2024.
We thank all respondents for their interest, however, we will only respond to those selected for an interview.
FortisOntario is committed to accommodating applicants with disabilities and will work with applicants requesting accommodation at any stage of the recruitment cycle.
Algoma Power Inc. is an inclusive employer and committed to Accessibility.
Algoma Power Inc., a FortisOntario Company, is 100% Canadian-owned and a proud member of the Fortis Inc. group of companies.
www.algomapower.com
