Customer Relations Specialist (Contact Centre, Spanish)

NextGenEnergyJobs; Toronto; On-site; CAD 32,000 - 42,000; Full time

Job summary

Metergy is seeking a client-focused Call Center Representative to join our Toronto team. You will handle inbound calls, process forms and emails, and resolve billing inquiries in a fast-paced setting on a queue.

You will also schedule payments, document interactions, and escalate delinquent accounts per policy. Ideal candidates have prior call center experience, a high school diploma, and strong English communication.

Qualifications

• Must have previous call centre experience in an inbound environment.
• Minimum high school diploma or equivalent.
• Clear and effective English communication, both verbal and written.
• spanish communication skills, Mandarin/Cantonese considered an asset.
• Ability to stay calm and professional in stressful situations.
• Detail oriented with strong problem-solving abilities.
• Experience with multiple systems and fast-paced work.

Responsibilities

• Responding to telephone service requests in a fast-paced environment on a queue; incoming calls.
• Participate in special projects and initiatives as assigned.
• Ensure timely resolution of all inquiries.
• Process forms, applications and customer service emails.
• Research, analyze and resolve customer billing complaints.
• Schedule customer payment arrangements.
• Record and track detailed customer interactions and transactions.
• Handle inbound and outbound calls on delinquent accounts.
• Escalate accounts according to collections policies.
• Display professional telephone etiquette when communicating with customers.
• Set up disconnections and reconnections.
• Prepare and analyze reports on outstanding balances.

Skills

Call center experience

English communication

Conflict management

Problem solving

Organizational skills

Multitasking

Fast-paced environment

Education

High school diploma

Tools

Word

Excel

Job description

Metergy has the energy, rapid growth and excitement of a startup, together with a rock-solid, recession-proof business that has a 45 year track record.

Responsibilities

• Responding to telephone service requests in a fast-paced environment on a queue; incoming calls
• Participate in special projects and initiatives as assigned
• Ensure timely resolution of all inquires
• Electronic customer inquiries; Processing forms, applications and customer service requests emails
• Researching, analyzing and providing resolution to customer billing complaints
• Scheduling customer payment arrangements
• Recording and tracking detailed customer interactions and transactions
• Initiating and handling all inbound and outbound calls on delinquent accounts
• Escalating accounts according to Collections policies and procedures.
• Displaying professional telephone etiquette when communicating with customers
• Set up disconnections and reconnections
• Report preparation and analysis on outstanding balances

Requirements

• Must have previous call centre experience in an inbound call centre environment and/or experience with direct customer interaction in a service-oriented environment.
• Minimum high school diploma or equivalent experience / training.
• Spanish communication skills, Mandarin/Cantonese considered an asset
• Clear and effective communication skills (in English -both oral & written with excellence in spelling and grammar)
• Ability to remain calm and professional in stressful situations
• Ability to manage conflict
• Utility, Telecom Industry Experience is considered an asset
• Detail oriented, analytical and inquisitive
• Strong problem-solving skills.
• Ability to work in a fast-paced environment.
• Good keyboarding skills with experience with both Word and Excel software
• Experience working in multiple systems
• Ability to adapt to a changing environment
• Strong organizational and prioritization skills