CUSTOMER ENGAGEMENT SPECIALIST - with Growth Opportunities

We are on the lookout for an ambitious CUSTOMER ENGAGEMENT SPECIALIST to join our high calibre team at Manitoba Hydro in Winnipeg, MB.
Growing your career as a Full Time CUSTOMER ENGAGEMENT SPECIALIST is a great opportunity to develop productive skills.
If you are strong in problem-solving, decision-making and have the right mindset for the job, then apply for the position of CUSTOMER ENGAGEMENT SPECIALIST at Manitoba Hydro today!

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 which normally results in every other Monday off, 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 delivering a customer-centric experience while supporting Manitoba Hydro's Strategy 2040 aspirations, acting as an advisor/consultant for customers in a consistently evolving energy landscape. You will be responsible for interacting with customers through the mediums of digital, voice, and other channels in matters related to billing, moves, loans & financing programs, natural gas and electric service, emergency response, delinquent accounts, and processing customer payments.  You will also interact with customers in an accurate, timely & friendly manner, actively listening for issues & providing suitable solutions. You will strive to achieve all designated service levels & KPIs contributing 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, credit, gas services, providing detailed account information on:

  - Individual transactions, charges, credits, and balances on a variety of billing types.

  - Historical patterns and changes.

  - Energy used by various electrical & gas appliances and equipment.

  - Seasonal and weather estimating factors.

  - Meter reading types and procedures.

• Educating customers on our products and services such as:

  - Equal Payment Plan, Pre-Authorized Payment Plan and MyBill.

  - Energy accounts and Loans & Financing programs.

• Explain various billing transactions, including:

  - Late payment charges, service charges, dispute tests, flat rates, rentals and contracts.

• Specialists will work fluidly across queues and channels as directed, or as required by volumes, completing other duties as assigned and designated.

• May assist with training staff.

• 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.

• Credit & Recovery services experience is seen as an asset.

NOTE: Manitoba Hydro's Customer Engagement Centre has shifts ranging between 7:00 am – 6:10 pm, Monday through Friday. All shifts are subject to change based on Manitoba Hydro Policy and operational requirements.

The selection process includes a panel interview, and a standardized computer-based test that measures how well a candidate's abilities match the requirements of the job.

All applications must include (only completed applications will be considered):

• Cover letter

• Current resume

Applications will be reviewed as they are submitted and candidates with a complete application will be emailed a link to the standardized computer-based test.

Salary Range

Starting salary will be commensurate with qualifications and experience. The range for the classification is $24.04-$31.48 Hourly, $46,063.68-$60,320.78 Annually.

Apply Now!

Note: This employment opportunity is advertised on Manitoba Hydro's career website, and all candidates wishing to apply must do so using our online application system. Visit www.hydro.mb.ca/careers to learn more about this position and to apply online. The deadline for applications is MARCH 7, 2023.

We thank you for your interest and you will be contacted via email to complete the next stages of the selection process.

This document is available in accessible formats upon request. Please let us know if you require any accommodations during the recruitment process.

Benefits of working as a CUSTOMER ENGAGEMENT SPECIALIST in Winnipeg, MB:

● Company offers great benefits
● Advancement opportunities
● Competitive salary