Customer Contact Agent (Temporary - 12 Months), Ahuntsic North

Hydro Ottawa, an electricity distributor and green power producer, is seeking a Customer Contact Agent to serve as the first point of contact for customer service requests across multiple communication channels. Job Summary

The Customer Contact Agent is responsible for effectively responding to all customer inquiries received via multiple channels offered by Hydro Ottawa. The Agent must become familiar with key processes and have a thorough knowledge of Hydro Ottawa and its services. Service to customers must be delivered with the highest level of courtesy, efficiency and professionalism while adhering to regulatory requirements.Major Responsibilities

Analyze, interpret, research, troubleshoot and respond to customer inquiries received via all supported channels. Make decisions that affect monetary amounts for customers and Hydro Ottawa, potentially impacting charges on a customer’s bill. Respond to and act on customer requests related to various Hydro Ottawa payment plans.Liaise with third‑party social agencies on various customer support programs. Accurately complete and deliver documentation requested by customers. Schedule field personnel appointments for a variety of purposes. Input and update personal statistics as required. Ensure compliance with the Occupational Health and Safety Act and applicable legislation.Provide support to other customer service working groups as required. Perform other related duties as assigned. Education and Experience

Secondary school diploma. Several years of experience in a customer service environment. Knowledge of the electric utility industry is an asset. Additional Requirements

English essential, both oral and written. Bilingual (English/French) essential, both oral and written. Terms and Conditions

Hybrid Work Model: position‑specific hybrid arrangements will be discussed with successful candidates. Pay Range: $56,173.00 – $86,276.45. Location: Ottawa, ON. Employment governed by the collective agreement between Hydro Ottawa Limited and IBEW Local 636. EEO Statement

Hydro Ottawa is committed to establishing a qualified workforce that reflects the diverse population it serves. We encourage applications from all qualified individuals and invite applicants to inform us of any accessibility or accommodation needs.

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