Three Customer Care Representatives, Term
Do you enjoy producing high quality, detailed work based on established standards, guidelines and procedures? This role requires precise, consistent work output that is essential and requires patience and a willingness to handle and complete one task at a time. The job environment is stable, with well-defined processes. Job knowledge and competency is built through structured step-by-step training and positive, supportive coaching from management and peers.
Halifax Water is inviting applicants for Three (3) Term Customer Care Representatives in the Corporate Services Department, for a period of 6-12 months. If you enjoy a professional work environment producing high quality detailed work based on established standards, guidelines and procedures this is the role for you. This role will allow you to become a subject matter expert developing competency and knowledge through structured step-by-step training in a positive, supportive environment with coaching from management and peers.
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.
You will be responsible for your personal safety and that of your co-workers by observing all Occupational Health and Safety Rules and Regulations and Halifax Water's Occupational Health and Safety Program Manual.
The Customer Service Representative is required to work evenings (7 hours per day within the time frame of 8:00 am to 6:00 pm/35 hours weekly). As part of the conditional offer process, candidates will be subject to a satisfactory background check and satisfactory pre-employment testing.
Deadline: May 20, 2025
- 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.
- Maintain customer data in the appropriate system of record including initial data entry and data verification.
- Process customer payments including setting up payment arrangements with customer(s), following established guidelines.
- Maintain an up to date knowledge of departmental procedures and Halifax Water programs and services.
- Resolve customer inquires/complaints at first point of contact. If unable to resolve at first contact follow the established escalation process.
- Ensure office is ready for day's activities (e.g. unlock/lock office, open/close cash.)
- Perform cash office functions including processing payment and payment files, completion of daily cash report, bank deposit, petty cash transaction and other related functions.
- Receive and record customer contacts and initiate service requests or inquiries to the appropriate department.
- Conduct outbound messaging to provide information or status updates on customer requests as required.
- 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.).
- Provide required administrative support for Halifax Water staff (such as Metering) with respect to customer appointment scheduling and notices.
- Perform such other related duties as may be assigned.
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
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