Join a company dedicated to professional growth and development while supporting customers in a dynamic industry. Enjoy a role with a clear career path and the opportunity to enhance your skills in customer interaction, problem-solving, and financial analysis.
Primary Services is seeking a Banking to Corporate - Retail Energy to support a prominent organization known for its customer-focused approach and comprehensive services. This role is pivotal in ensuring customer satisfaction and delivering timely, accurate support across various service areas.
Responsibilities:
Interact professionally with customers via phone and email to resolve inquiries and provide detailed responses.
Ensure timely resolution of customer requests by coordinating with cross-functional teams, addressing remittance, billing, pricing, and renewal inquiries.
Analyze and reconcile customer accounts, including service provision, billing, payment, and utility-related details. Escalate issues when necessary.
Conduct customer surveys to measure interaction quality and Net Promoter Score.
Prepare and explain Excel-based reports related to billing, payments, and account balances for customers, brokers, and internal teams.
Perform financial analysis to calculate refunds, credits, or adjustments, preparing summarized reports for approval.
Communicate resolution steps and outcomes effectively after addressing escalated issues.
Track and maintain interaction data to analyze customer trends and update management systems.
Support contract renewals by coordinating with relevant teams and ensuring customer understanding of provisions.
Maintain productivity and quality standards for consistent, positive customer experiences.
Identify and communicate trends or problems to management for process improvement.
Take ownership of additional roles, including subject matter expertise or employee engagement, as needed.
Qualifications:
Bachelor's or Associate's degree preferred, or equivalent job experience.
1-2 years of experience in the energy industry, customer service, billing, or collections preferred.
Proficiency in Microsoft Office, especially Excel, Word, and PowerPoint.
Strong analytical and problem-solving abilities with the capability to make quick, fact-based decisions.
Ability to thrive in a fast-paced environment, manage multiple tasks, and adapt to varied audiences.
Bilingual in English and French is preferred.
Flexibility to adjust schedules or work overtime as needed.
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