Customer Care Rep, Revenue Protection chez Lumaenergy

Job Summary:

The Customer Care Representative position will report to the Supervisor, Revenue Protection and is responsible for communicating with customers and addressing their needs on an ongoing basis, the assessment and evaluation of Revenue Protection processes, and supporting other members of the Revenue Protection team. They may also be involved in documenting procedures and presenting new process designs to stakeholders for discussion. This position may be subject to rotating on-call and rotating shifts. All shift types are available with current options as morning, evening, and night shifts.

Job Description:

• Provide ongoing support to the functional areas within Revenue Protection. 

• Assess Business Requirements for the Revenue Protection departments and develop recommendations for process and technology improvements to meet customer and business needs. 

• Analyze customer service data and evaluate processes to support the optimization of future state operations and the customer experience. 

• Provide support for quantitative and qualitative analysis that measures business performance to enable fact-based decision-making.

• Support, enhance and develop analytical tools that facilitate decision-making.  - Develop recommendations for quality assurance controls. 

• Use strong attention to detail and data analysis skills, identify, distinguish, and analyze multiple components of a problem and provide recommendations for improvement. This includes issue and risk identification, research and identify solution options, and cost-benefit analysis for the recommendation options. 

• With a customer focus, lead and facilitate solution activities through design thinking processes including brainstorming sessions, focus groups, interviews, observations, workshops, etc. 

• Work towards equitable solutions, keeping in mind the interests of the business and the customer. 

• Research and gather existing documentation for the process such as business requirements, policies, business processes, business parameters, business procedures and training material by checking existing document repositories.  

• Demonstrates ability to gather, communicate and document customers’ needs, and work towards providing an effective and efficient resolution. 

• Identify and understand opportunities for improvement by analyzing existing business documentation and performance; identify gaps in the required documentation against existing policy and/or legislation.  

• Demonstrate strong professional verbal and written communication skills, with the ability to work with a variety of people across the organization.  

• Superior organization, project planning, and time management skills. 

• Proficient skills in the use of computer applications (Microsoft Office suite and CC&B). 

• Follows all policies and procedures. 

• Perform other duties as assigned. 

• Perform major storm restoration work and associated drills as assigned. 

Additional Job Description:

We are committed to diversity and inclusion, and it is because of this that we offer equal employment opportunity to both our employees and candidates, while also striving for an environment that is free of any form of discrimination and harassment. We base our employment decision solely on the qualifications of the individual, their merits, and the present needs of the business.

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