Representative, Customer Care, Enbridge

Employee Type:Regular-Full time

Union/Non: This is a non-union position

Enbridge is opening a new office in the Niagara region focused on Customer Experience and we want you to join in on this exciting opportunity! #joinourteam

What’s in for you? We are excited to present a wealth of customer centric opportunities. So, whether you’re in the early stages of your career, or an experienced professional looking for growth, we have a perfect opportunity for you. Not just that, you receive 6-8 weeks of paid training, competitive salaries, flexible schedules, work from home options, paid vacation, and comprehensive and flexible benefit packages.

Who we are:

Enbridge Gas Inc. is a Customer Centric organization, and the Customer Care team is at the heart of it. Our organizational culture is driven by the needs of our customers. We strive to continuously focus on improving processes and simplify the customer experience. We are looking to grow our adaptive workforce, engaged by an exceptional employee experience.

As a Representative in Customer Care at Enbridge, customer centricity will be your focus as you handle interactions from customers on a number of topics ranging from utility service, billing and invoices to move and transfer requests.

What You Will Do:

• Responsible for the maintenance of mass market billing accounts including call handling of general customer requests/needs, billing inquiries, collections, moves and the investigation of billing exceptions/disputes. Inquiries may range from routine and straightforward tasks to more complex issues.
• Representative will operate according to performance standards and expectations to ensure customer service quality, effectiveness, and efficiency.
• The incumbent is required to be flexible and adaptable to complete any and all tasks and activities associated with their skill set(s), i.e., inbound/outbound calls, correspondence and billing adjustments.
• Accurate completion of all processes, procedures, and follow-up for the type of customer account being worked.
• Respond to all customers’ communications (i.e., letters, mail, faxes, emails, chat, inter-department inquiries).
• Achieve customer satisfaction, quality, and productivity levels in accordance with operational targets.
• Complete other tasks and activities as business needs dictate.

Who You Are:

• Secondary school education or equivalent.
• Minimum 3 years of clerical and customer contact experience required.
• Proven verbal and written communication skills.
• Ability to exercise good judgment with minimal supervision.
• Knowledge of Customer Information Systems is an asset, including SAP and Kubra.
• Excellent analytical skills, decision making ability, negotiations and problem-solving skills.
• Ability to multitask effectively, complete a variety of tasks concurrently, and work under pressure.
• Excellent interpersonal skills and ability to function within a team.
• Ability to plan and use time effectively.
• Flexibility with respect to shifts.

Preferred:

• Mass market billing experience is an asset.
• Experience in a call center environment preferred.
• Bilingualism is an asset.

Flex Work Clause:

Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our team members. Enbridge’s Flex Work (Hybrid Work Model) offers eligible employees the opportunity to work variable daily schedules with a flexible start and end time, to opt for a compressed workweek schedule, and the option to work from home on designated days. Role requirements and performance determine your eligibility for each option or combination of options. #LI-Hybrid

Diversity and inclusion are important to us. Enbridge is an Equal Opportunity and Affirmative Action Employer. We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting careers@enbridge.com.

Information For Applicants:

• Applications can be submitted via our online recruiting system only.
• We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.
• Final candidates for this position may be required to undergo a security screening, including a criminal records check.

To learn more about us, visit www.enbridge.com