Company Biography
As Ontario's only multi-utility provider, we offer a comprehensive range of services, including water, wastewater, natural gas, electricity, and telecommunications - all under one roof. This integrated approach empowers us to deliver innovative solutions, exceptional customer service, and operational efficiencies that set us apart in the industry.
With over 150 years of commitment to the Kingston community, we work every day to provide the safe, reliable utility services our customers rely on. Our efforts go beyond keeping the lights on and the water flowing. We’re driving progress through projects that create lasting, positive change. At the heart of everything we do is our vision to advance our unique utility model to benefit our customers and build better communities.
At Utilities Kingston, we believe that strong communities are built by strong teams. By joining us, you'll be part of a collaborative and dynamic environment where your skills and ideas will contribute to enhancing safety, driving reliability, and building a resilient future for our community.
Primary Duties
The Customer Service Representative (CSR) serves as the front-line contact for customers for all Utilities Kingston services. They troubleshoot and respond to customer billing and service inquiries and concerns in a timely, professional and courteous manner.
Key Responsibilities:
1. Respond to customer inquiries in a professional and courteous manner in-person, via phone and through online mediums consistent with standard operating procedures and customer service manual.
2. Regularly communicate with customers regarding account status, rates, bill adjustments, payments, usage and balances across utility services.
3. Initiate customer profile and process name change requests for residential and commercial customers.
4. Accurately complete account changes based on customer requests and consistent with UK processes.
5. Review bill payment options and process applications as required.
6. Investigate suspended meter services and initiate repair services orders.
7. Assist customers with moving in and out of services address within the UK service area for both residential and commercial addresses.
8. Schedule appointment and generate service orders for various UK services.
9. Provide customers with support to register and navigate the MyUtilities portal.
10. Investigate and provide customer information regarding outages and service disruptions,
11. Ensure work is completed in compliance with safety policies, procedures, regulations and maintain a safe working environment.
Education, Certification and Other Qualifications Required
Knowledge, Skills & Abilities:
1. Intermediate verbal and written communication skills
2. Intermediate customer service and interpersonal skills
3. Intermediate conflict management and de-escalation skills to resolve customer issues
4. Intermediate problem-solving skills and the ability to prioritize tasks to support the achievement of service level requirements
5. Intermediate CIS skills
6. Intermediate skill with MS 365
7. Intermediate proficiency with various business applications utilized by Utilities Kingston including but not limited to CRM, VTAX, Winfluid, SharePoint, GIS Mapping, POS tools
8. Basic knowledge of Occupational Health and Safety requirements as it relates to individual, organizational and operational requirements
Qualifications:
1. 2-3 years’ experience providing service to the public in a fast-paced customer service environment
Special Working Conditions/Conditions of Employment
- Maintain a valid Class “G” driver’s license throughout employment
- A Criminal Record Check, to the satisfaction of Utilities Kingston, will be required at the successful candidate’s expense
- This position is located on site in Kingston, Ontario
Closing Statement
Your resume and/or cover letter must clearly demonstrate how you meet the requirements of the position.
Accessibility Statement
Appropriate accommodations will be provided as required by the Accessibility for Ontarians with Disabilities Act (AODA) upon request.
Employment Equity
Utilities Kingston is committed to employment equity and we encourage applications from all designated group members. Our goal is a diverse, inclusive workforce that reflects the Kingston community.
Utilities Kingston thanks all candidate that apply, however, only those selected for further consideration will be contacted.
