[Hiring] Customer Care Representative @Cricket Energy Holdings Inc

Role Description

The Customer Care Representative is responsible for the call centre functions as it relates to customer service and collection of past due accounts. This position will ensure that an excellent standard of service and a high level of customer satisfaction is maintained. Reporting to the Customer Care Supervisor, the Customer Care Representative ensures all goals, objectives, and agreed upon levels of service are met. This is a 6-month contract position with possibility of extension.

Responsibilities

• Respond promptly to customer inquiries – verbally & written
• Contact via phone and/or email past due customers to ensure prompt payment
• Provide accurate, valid and complete information by using the correct methods and tools available
• Handle customer complaints, and follow up to ensure resolution ensuring policies and procedures are followed
• Process Move In/Out Service Orders
• Identify, resolve, and escalate in a timely manner all issues and/or disputes to the appropriate people
• Record in a clear and concise manner all customer service activities/comments and contact information on customer’s account
• Assist with New Services, Signed Customer Agreements and Security Deposit requests
• Negotiate payment arrangements within the company and OEB guidelines
• Ensure all Provident policies and procedures are followed
• Collaborate with other departments to resolve complex customer issues
• Provide a high level of customer service in a professional and courteous environment
• Provide initiative and ideas on the improvement of work processes
• Maintain a professional and empathetic approach while dealing with customers

Qualifications

• Minimum of one to two (2) years’ experience in a high-volume contact centre environment, with a focus on customer service and/or collections (Preferred)
• Candidates new to contact centre roles are welcome to apply, provided they demonstrate strong communication skills, adaptability, and a commitment to delivering exceptional customer experiences
• Experience in MS Office and contact centre technologies, including CRM systems and call management tools (An Asset)
• Ability to deliver exceptional customer service in a fast-paced, multi-channel environment (phone, email, chat)
• Strong verbal and written communication skills, with the ability to handle challenging conversations professionally
• Self-motivated and organized, with the ability to manage multiple tasks and adapt quickly to changing priorities
• Excellent interpersonal skills, demonstrating empathy and active listening to resolve customer issues effectively
• Collaborative team player, contributing to a positive and supportive contact centre culture
• Reliable high-speed home internet to support remote work requirements when applicable

Working Conditions

• Office environment
• Manual dexterity required to use desktop computer and peripherals
• Overtime as required
• Lifting or moving up to 10lbs may be required