Bilingual Customer Service Public Information - Toronto, Canada - Ontario Energy Board

Ontario Energy Board
Ontario Energy Board
Verified Company
Toronto, Canada

4 weeks ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description

Overview:
We are the Ontario Energy Board - Ontario's independent energy regulator.

We work to ensure a sustainable, reliable energy sector that helps consumers get value from their natural gas and electricity services - for today and tomorrow.

We are currently seeking a collaborative individual to join our team as a Bilingual Public Information Officer in the Public Information department.

In this role, you will be responsible for addressing enquiries and complaints from members of the public regarding the Ontario energy sector and OEB regulated entities and the ability to resolve issues with an investigative mindset.


Attracting and retaining a highly skilled workforce that reflects the consumers we serve is essential to the success of the OEB.

We strive to create an environment that offers intellectually challenging work, inspires innovation and creativity, and rewards collaboration.


Responsibilities:


  • First point of contact for all enquiries and complaints, from members of the public regarding the Ontario energy sector and the regulation of entities licensed by the OEB within the established timelines
  • Gathers and analyses complaints, inquiry trends and sourced data to resolve disputes between consumers and regulated entities
  • Assists in the determination of whether regulated entities are following the governing legislation
  • Assesses the nature of the enquiry/complaint/correspondence and uses appropriate questions to ensure understanding of the issue
  • Seeks guidance or searches for additional information to respond to enquiries when appropriate
  • Submits complaints to regulated entities for response
  • Reviews with consumers the regulated entities responses to complaints and works towards a resolution with both parties
  • Ensures all interactions with consumers and regulated entities are recorded in CRM database
  • Provides coverage for reception duties

Qualifications:

  • College or University Degree in related field or relevant work experience
  • Fluent bilingualism in Canadian French and English is required
  • Fluency in other languages is an asset
  • 13 years working in a client service call center environment, providing services to the public either on the telephone, written correspondence and/or in person
  • Demonstrated experience explaining and sharing information, responding to requests and enquires and resolving customer complaints and problems
  • Highly proficient with Microsoft Office Applications (Excel, Word and Outlook)
  • Experience with CRM is required, knowledge of Pivotal is considered an asset
  • Demonstrated analytical skills and investigative mindset to explore issues from all angles
  • Experience in gathering information and providing solutions
  • Demonstrated experience in resolving issues by utilizing investigative practices
  • Demonstrated time management and organizational skills with the ability to manage multiple priorities simultaneously
  • Ability to respond quickly, and within the established time frame, to consumers in a highvolume call center in a courteous and knowledgeable manner
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