Customer Inquiry Support Representative

Customer Inquiry Support Representative

Requirements

• Minimum high school education.
• Excellent verbal and written skills required.
• Excellent customer service and negotiation skills required.
• Demonstrated desktop skills required (Excel, Word, MS Outlook, MS Word).
• Demonstrated, accurate keyboard/data entry skills.
• Experience in a Call Centre and/or Collections environment would be an asset.
• Demonstrated ability to work in a fast-paced team environment.
• Experience working in SAP CIS would be an asset.
• Must be able to work responsibly under direct and indirect supervision.

Responsibilities

• Processes and determines appropriate action for all delinquent gas accounts.
• Initiates outgoing calls and monitors accounts from on-line systems or hard-copy reports.
• Receives calls via automated dialer platform to resolve collection concerns.
• Works closely with internal and external partners/customers to ensure the best course of action is taken on delinquent accounts.
• Works offline assignments including but not limited to customer inquiries, agency assist, high balance account monitoring, RDLK/RUNL notification issues (CC20s), bankruptcies, tenant notices and vital service requests.
• Processes adjustments, orders, reports, and other account updates as required. Forwards inquiry/complaints as per defined process.
• Follows company and business unit processes, policies, and procedures.
• Assists with training, as requested.
• Promotion of corporate programs/initiatives as required.
• Completes other tasks and assists other departments as assigned.

Preferred Qualifications

• Experience in a Call Centre and/or Collections environment would be an asset.
• Experience working in SAP CIS would be an asset.