Indigenous Customer Engagement Specialist

Manitoba Hydro; Winnipeg; On-site; CAD 40,000 - 50,000; Full time

Job summary

A regional utility provider in Winnipeg is seeking a full-time Customer Service Representative to handle inquiries and ensure customer satisfaction. Responsibilities include providing detailed billing information, educating customers on services, and responding to emergencies. Candidates should have a Grade 12 education and two years of relevant experience, with bilingual skills considered an asset. This position allows for remote work on certain days.

Qualifications

• Minimum of two years of relevant customer service experience.
• Experience in a fast-paced Customer Service environment.
• Proficiency in basic mathematics and keyboarding skills.

Responsibilities

• Provide exceptional customer service for billing and collections.
• Educate customers on products and services.
• Respond to gas service and emergency calls.
• Work fluidly across queues and channels.

Skills

Exceptional customer service

Basic mathematics

Proficiency in Word and Excel

Bilingual (French and English)

Education

Grade 12 education or equivalent

Job description

POSITION TYPE FULL-TIME In this role, you will serve as a trusted point of contact, responding to inquiries, offering guidance, and resolving concerns through voice and other communication channels, all with a focus on clarity, empathy, and service excellence. Key tasks and responsibilities include interacting with customers in an accurate, timely, and friendly manner, actively listening for issues and providing customized solutions, and offering support to provide a positive customer experience. You will strive to achieve all designated service levels and contribute to the success of service levels, enterprise goals, and ultimately – customer satisfaction.

Responsibilities

• Provide exceptional customer service in accordance with matters of billing and collections activities, providing detailed account information on:
  • Individual transactions, charges, credits, and balances on a variety of billing types.
  • Historical patterns and changes.
  • Meter reading types and procedures.
• Educate customers on our products and services, such as:
  • Equal Payment Plan, Pre-Authorized Payment Plan, and online Customer Service Portal.
  • Energy accounts and Loans & Financing programs.
• Support various billing transactions, including:
  • Late payment charges, service charges, dispute tests, flat rates, rentals, and contracts.
• Respond to gas service, emergency, and electric power outage calls by following company procedures to ensure customer safety and prevent property damage.
• Work fluidly across queues and channels as directed, or as required by volumes, completing other duties as assigned and
• May be required to work during outages or emergency scenarios occurring outside the normal hours of the Engagement

Qualifications

• Grade 12 education or equivalent, proficiency in basic mathematics and keyboarding skills.
• Minimum of two years of relevant customer service experience, with preference given to contact center experience. Experience in technical support or credit and collections would be an asset.
• Experience in a fast‑paced Customer Service environment which may include clerical duties such as answering phone calls, data entry, filing, creating records, email duties, and paying and/or organizing bills within the following industries: Contact Centre, Legal, Financial, Healthcare, Tourism, or retail/restaurant managerial experience.
• Proven ability to operate a computer and use the basic features of Word and Excel.
• Proficiency in both written and oral French and English language is considered an asset.
• Experience leveraging AI to enhance customer experience is considered an asset.

Note

Manitoba Hydro's Customer Engagement Centre has shifts ranging between 7:00 am – 6:10 pm, Monday through Saturday. All shifts are subject to change based on Manitoba Hydro Policy and operational requirements. This position is currently eligible for remote work on Mondays and Wednesdays.

Please send a cover letter and a resume to [e-mail].