PowerAssist Agent

at  UTILASSIST

WHO WE ARE

Util-Assist is a leading consulting and services company to electric, water, and gas utilities, with customers throughout Canada and the United States. Utilities today are undergoing an exciting digital transformation; the widespread deployment of smart grid technologies and renewable energy sources is colliding with customer demand for electric vehicles, energy savings, and better customer experiences to produce a dramatic shift in how utilities do business. Util-Assist is at the forefront of that shift.
Our vision is to be the trusted partner in driving digital innovation that reshapes the utility landscape. To bring that vision to life, Util-Assist is leading the way in helping utilities take advantage of the latest developments in utility IT, with growing practices for data analytics and customer experience consulting building on our well-established smart grid procurement and implementation management services. Our managed services division leverages advancements in utility IT systems to deliver a variety of services to utility customers, including outage communications management, managed billing, and AI-enabled substation security monitoring.
Teamwork is key to the success of the Util-Assist family; mutual respect, cooperation, and honesty are hallmarks of our principles. We offer a range of energizing, multi-disciplinary careers in a high-tech industry, with great potential for development and advancement as both the industry and our company continue to grow. Util-Assist’s flexible work environment allows you to work from anywhere, letting you choose the work arrangements that make the most sense for you. We will give you the tools and support to succeed in our business, wherever you are.
We are firmly committed to fostering a welcoming, positive, and diverse workplace. Thanks to our outstanding culture, we are the proud recipients of several national and local awards, including the Great Place to Work certification, the Employee Recommended Workplace Award (three years running), the York Region Business of the Year award, and the Newmarket Large Business of the Year Award.
We’re excited to meet you! Learn more about Util-Assist at www.util-assist.com.

WHAT WE NEED

Util-Assist is seeking three candidates with strong customer service skills to keep utility customers informed when the lights go out. As a “PowerAssist” agent, you’ll be responsible for responding to and addressing customer inquiries related to power outages through both Voice (phone) and digital mediums (WebChat and SMS). In parallel, you’ll play an important role in Util-Assist’s “SecureAssist” service by keeping utility critical assets secure from theft and vandalism by monitoring alerts from security cameras.

SKILLS

• Advanced customer service skills
• Advance verbal and written communication skills
• Advanced problem-solving skills
• Advanced multi-tasking skills
• Advanced organization skills
• Intermediate MS Office and social media skills
• Bilingual in French or Spanish considered an asset

KNOWLEDGE

• Advanced knowledge of Contact Centre practices and procedures
• Experience with voice and digital channel interactions (WebChat and SMS) is an asset
• Intermediate knowledge outage management software applications
• Intermediate knowledge of Control Room operations
• Intermediate knowledge of the Employment Standards Act
• Intermediate knowledge of the Ontario Electrical Safety Code

EXPERIENCE

• 3-5 years’ experience in a Contact Centre or customer service role that handles Voice and Digital Channel communication
• Previous experience in the utility industry an asset
• A successful SIN along with a police vulnerability check is required

• Respond to customer inquiries, triage power outage issues, and relay power restoration information
• Route calls to appropriate departments based on customer requests
• Communicate outage information via IVR messaging, Twitter feeds and customer phone calls
• Facilitate remote power reconnections
• Monitor security cameras and report any activity that could result in theft or vandalism
• Keep supervisor appraised of any performance issues or gaps that could affect customer service
• Keep abreast of changes and updates to systems, processes and procedures