Customer Experience Specialist

Department

Operations

FLSA Status

Non-Exempt

Supervisor's Title

Customer Care Supervisor

Who we are

Our Purpose is to help people enjoy a better life and communities thrive. Corix has been building, operating, and maintaining water, wastewater, electric, gas and sustainable energy utility infrastructure for many years across Canada and the U.S. Our vision is to be the preferred utility delivering co-created solutions our customers want.  Throughout our history, we have helped communities to grow and thrive by implementing safe and efficient infrastructure solutions that meet their unique needs. At Corix our values are safety, integrity, excellence, and connection.

The Corix team has an opportunity for a Customer Experience Specialist in Fairbanks, AK. The Customer Experience Specialist supports Golden Heart Utilities and College Utilities as a first point of contact as we interact with members of the community. Under the general direction of the Manager of Customer Service, Collections, & Billing, this position works within a Customer Experience team to answer and route phone calls, take payments, answer questions on accounts, generate customer communications, and above all, provide exemplary customer service to a diverse customer base and co-workers.

What you'll do

• Handle incoming calls and walk-in customers with billing inquiries, complaints and rate issues.
• Process daily EFT, ACH and other forms of customer payments and reconcile them with accounting and bank records.
• Generate appropriate form letters and written communication, maintain complaint monitoring system.
• Process and monitor property changeover accounts for existing service.
• Schedule and coordinate meter maintenance and other department appointments.
• Process daily cash management procedures to include preparing bank deposits.
• Process NSF/problem receipts and payments. 
• Assist with maintenance of department filing system and scanned database.
• Assist in daily cash management procedures to include preparing bank deposits, processing NSF checks, bank drafts, credit card drafts, receipts, payments and work order invoices/bill outs.
• Become knowledgeable of RCA approved tariffs.
• Perform other activities as assigned by Customer Care Manager

What you bring

Experience

• 3 years of customer service experience

Education

• HS Diploma or GED

Nice to have

• Contact center related experience is preferred. Knowledge of commonly used concepts, practices and procedures relating to customer service is helpful. 

Knowledge, Skills and Abilities

• Able to provide exemplary customer service to a diverse customer base and co-workers.
• Demonstrated experience assisting difficult customers and resolving conflict while adhering to regulatory and company policies.
• Able to remain positive and friendly while working under pressure in a high-volume service environment.
• Experience with record keeping and operating under strict confidentiality policies.
• Proficient in the use of Microsoft Office applications, as well as standard office equipment.
• Can perform multiple tasks, prioritize workload, and collaboratively solve problems.

Please note:

Light to moderate physical activity, requires normal hearing and vision.

Life at Corix

• Paid Time Off and Holidays: We offer 18 days of PTO and 11 paid holidays,
• Health Benefits: The first day of the month after your start, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, health savings and flexible spending accounts and more.
• 401(k) Program: Employer contribution. Employer contribution made to the 401(k) plan are vested at 100% and start 30 days after your start.
• Additional Benefits: Other great benefits include company provided life insurance, parental leave, Employee Assistance Program, discounted pet insurance and discounts on hotels, cars, and more
• Grow at Corix: Certifications/ Licenses reimbursement and more.

People Focused and Inclusive Culture

We attract and develop connected, high performing people of diverse background, ethnicities and experiences, who achieve their goals in alignment with our purpose, vision, and values. Creating an inclusive and respectful work environment where everyone is included and able to do their best work and feel as though they belong.

Corix is committed to providing an inclusive and accessible candidate experience. Accommodations are available upon request. We thank all candidates for their interest; however, only those shortlisted will be contacted. 

EEOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, pregnancy, childbirth (or related medical condition), or any other characteristic protected by law.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. 

FSW**

Salary : $39,500 - $50,100