Job Description

Our Company

Founded in 1977, CARMA is 100% Canadian owned and operated, with its head office and manufacturing facility located in Lindsay, Ontario. We were the first Measurement Canada approved supplier of electronic submetering systems and continue to be the market leader, with over 250,000 meters installed. Operating across Canada with offices in Toronto, Ottawa, Edmonton, Calgary and Vancouver. CARMA ensures first-rate customer care, regulatory compliance, quality control, financial tracking and accountability.

We are looking to add a full time Customer Care /Account Representative to our Lindsay team.

Customer Care Responsibilities

Answer incoming phone calls and emails from occupants/property managers of multi-residential/commercial buildings, nationwide;
Provide customers with product and service information; address customer inquires and respond to account and billing inquiries and adjustments, requests for service and other issues related to utility billing;
Resolve billing or service complaints and refers grievances to designated departments for investigation;
Respond promptly to customer inquiries and maintain a positive, empathetic and professional attitude toward customers at all times;
Keep records of all conversations database in a comprehensible way;
Recognize, document and alert the supervisor of trends in customer calls;
Route calls to appropriate resources.

Account Representative

Build sustainable relationships and engage occupants by taking the extra mile;
Deliver a personalized 1:1 customer experience with property managers;
Manage filing, mailing, correspondence and other administrative tasks;
Communicate and coordinate with colleagues as necessary;
Actively pursue overdue accounts and collection activity;
Routine accounting work processing payments utilizing utility software, invoicing and accounts receivable documentation, maintenance and reconciliation;
Complete contract forms, prepare change of address records, and issue discontinuance orders;

Knowledge/Skills/Abilities

Strong phone and verbal communication skills along with active listening;
Familiarity with CRM systems and practices;
Knowledge of customer service practices and principles;
Ability to handle stressful situation appropriately;
Excellent data entry and administrative skills; accuracy and attention to detail;
Previous experience or knowledge of utility billing is an asset;
Understanding of Ontario Energy Board Regulations (OEB);
Self-motivated and will take the initiative to work with limited supervision;
Ability to calculate figures and amounts such as discounts, interest, proportions, and percentages;
Numerical Competence; ability to solve complex problems, manage and analyze data;
Exceptional organization and time management skills; ability to multitask and manage time effectively.

Qualifications

High School graduate with 1-3 years customer support experience;
Proven track record of over-achieving quota and goals;
Knowledge of Microsoft Office applications, particularly Excel, Word, and Outlook;
Bilingualism (French/English) and/or proficiency in a second language is considered an asset;
Experience with Harris NorthStar or other utility grade Software is preferred.

Working Conditions

Incoming calls, providing customer support nationwide;
Office environment using computer, phone, software & other office equipment;
Will sit for long periods of time;
On occasion, may be required to work evenings or weekends to meet department deadlines.

We thank you for your interest; however, only successful applicants will be contacted.

CARMA group of Companies is committed to meeting the accessibility needs of persons with disabilities in an effective and timely manner in accordance with the applicable standards set out in the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), the provisions of the Ontario Human Rights Code, and any other applicable legislation. We foster an inclusive organizational culture as an Equal Opportunity Employer.

Job Types: Full-time, Permanent

Benefits: