NOTES:

Please be aware, this is a customer facing, in-person Lobby Ambassador work assignment in the Regina Head Office location only. The Lobby Ambassador's will alternate and be required to perform all duties of the Customer Experience Advisor position. 

This position will maintain the working hours of 08:00 am to 4:47 pm. 

JOB SUMMARY:

The Customer Experience Representative is responsible to act as the primary contact for internal and external customers and is responsible for the maintenance, coordination and communication in response to customer accounts and inquiries. 

KEY ACCOUNTABILITIES:

•    Responsible stewardship of customer data and information while adhering to all privacy standards and policies
•    Provide frontline service and information to customers and internal stakeholders regarding customer billing and accounts
•    Provide, efficient and quality service to internal and external customers concerning advanced customer billing, account management, corporate services, rates, regulations and policies for all inquiries across all channels (phone, digital, chat, email, text, in person, video)
•    Serve across all customer segments as required
•    Receive, investigate and respond to customers and direct to the appropriate resource when necessary
•    Perform inbound and outbound arrears contacts for accounts using available technologies
•    Receive payments, issue refunds, prepare invoices and initiate contact for the collection of payments
•    Receive, distribute and prepare all levels and types of incoming and outgoing communications both internal and external to the corporation across various channels
•    Perform customer account maintenance and/or updates for requested field work to be performed by operational areas of SaskPower
•    Perform general accounting and financial functions as required
•    Maintain files and records associated with the department
•    Maintain a working knowledge of departmental systems, processes, policies and procedures and apply continuous improvement principles to the everyday work
•    Determine customer needs by utilizing needs based questioning techniques
•    Participate in general project and administrative tasks as required, including the preparation of basic financial and statistical data, customer data reports, project and initiatives updates and reports
•    Analyze and investigate customer, financial, and system information to accurately perform tasks associated with customer accounts, revenue assurance activities, or operational maintenance, at either the singular or portfolio level
•    Assist with, create and administer departmental reports, corporate statistics and other specialized programs as required
•    Solve problems, implement decisions and work independently with minimal supervision
•    Adhere to performance metrics and key performance indicators
•    Assist departmental staff with the development of training course content and assist in the administration of employee training as required
•    Participate in continuous improvement initiatives to identify business enabling solutions and areas of improvement
•    Participate in continuous educational and professional development as required
•    Other related and assigned duties

KNOWLEDGE/SKILLS/ABILITIES:

•    Bachelor’s Degree, Diploma, Certificate or Program in Business Administration, or equivalent AND/OR;
•    Three (3) years of customer experience, financial service industry experience or hospitality experience serving customers with moderate impact on business operations, corporate finances and reputation OR;
•    Three (3) years of customer experience, financial service industry experience or hospitality experience utilizing standard corporate software applications (Microsoft Office Suite)
•    Ability to cooperate and deal tactfully with other staff and the public
•    Excellent verbal and written communication skills
•    Aptitude for accuracy and detail
•    Ability to implement and make sound decisions
•    Ability to provide extraordinary customer service for all internal and external customers
•    Ability to work independently or as part of a team
•    Ability to negotiate and resolve conflict effectively
•    Excellent financial literacy skills