Job Associate Customer Relations in Halifax

Job Title: Customer Service Associate I
Company, Department: Nova Scotia Power, Customer Care
Location: Halifax, NS
Type of Employment: Regular, Full Time

Closing Date: May 10, 2023
Reference Number: 11283

These roles are based out of our downtown Halifax office, and you will be required to attend in-person training. The anticipated start date is mid-June.

At Nova Scotia Power, we’re committed to providing safe, reliable electricity so that our customers and communities can thrive. We work across the province, from Yarmouth to Wreck Cove, to prevent power outages and to strengthen our electrical system for today, and for the future.

As a subsidiary of Emera Inc, we provide 95% of the generation, transmission, and distribution of electrical power to approximately 540,000 residential, commercial, and industrial customers. Our company is focused on new technologies to enhance customer service and reliability, reduce emissions, and add renewable energy.

We are proud to live and work in Nova Scotia. It’s why we work to understand how we can give back meaningfully, support local organizations and work collaboratively to enhance the communities we call home.

We believe that every unique perspective should be valued and that everyone should have a sense of safety and belonging—at work, and in our communities. Leveraging the thoughts of a diverse workforce helps us to be innovative and provide the best service to our customers.

If working in an environment focused on innovation, safety and putting customers and community first inspires you, we want to hear from you. Apply by May 10, 2023, and tell us what excites you about this role.

We are currently looking for Customer Service Associates to join our Customer Care team in permanent positions. As a Customer Service Associate, you will be the voice of Nova Scotia Power to our customers as you focus on delivering the highest level of customer service.

As Customer Service Associate I you will:

• Accurately process customer service requests by telephone, email and at times, in person, in a timely matter to ensure customer satisfaction.
• Enjoy working in a fast-paced environment and can effectively multi-task.
• Demonstrate problem solving and a commitment to exceeding customer expectations.
• Possess strong verbal and written communication skills with exceptional phone etiquette.
• Handle stressful situations in an appropriate and respectful manner.
• Make solid decisions in emergency and pressure situations.
• Demonstrate commitment to the team's success.

*You must be available to work shifts between 8:00 am and 6:00 pm from Monday through Friday, for a total of 35 hours per week*

You may be asked to work additional hours when the business requires, including supporting emergency/storm situations which could fall within a 24-hour, 7 day per week operation.

What skills will make you successful?

You recognize yourself in most of the following competencies, and where possible possess the skills and experience listed below:

• Minimum of 4 years of customer service experience.
• Minimum Grade XII education is required. Post-secondary education is considered an asset.
• Proficient computer and keyboarding skills are required (Word, Excel, Outlook, and other related programs).
• Excellent problem-solving techniques.
• Excellent listening, communication, and de-escalation skills with a knack to adapt to different personality types.
• The ability to work independently with minimal supervision.
• Strong time management skills to balance multiple tasks and competing priorities.

At Nova Scotia Power, everyone is a leader in their own right. Our Leadership Competencies set standards that advance our business strategy, deliver results for customers, and provide career development for employees. The successful individuals in this role will strive to drive operational excellence for customers while cultivating innovation and embracing change.

Why join our team?

• Flexibility: Opportunity to work from home once training and probationary period are complete.
• Health & Wellbeing: A comprehensive benefits plan, access to a free on-site fitness centre, Employee and Family Assistance Program, parental leave top-up plan and wellness benefits.
• Grow Your Career: Opportunities to advance within and between our affiliate companies, a focus on employee development and available sponsored education programs.
• Community Engagement & Care: Corporate investments in the places where our people live and work, mentoring opportunities, fundraising-matching & volunteer programs, and scholarships for children of employees.
• Competitive Compensation: A comprehensive benefits plan, short-term incentive plans and employer matching RRSP contributions.

· Diversity, Equity, and Inclusion at Emera: At Emera we value diversity, equity, and inclusion. We strongly encourage applications from all qualified candidates, including persons who identify as racially visible, Indigenous, persons with disabilities, women in underrepresented roles and members of the 2SLGBTQ+ community. Applicants from these equity groups may self-identify through the online application process. Emera supports candidates and employees with access and accommodation needs.

Recruitment and Promotion Policy: When filling vacant positions, we are determined to hire the best candidates available. We are committed to providing employees with a fair and equal opportunity to compete for jobs. Hiring and promotion of employees is based on skills, capabilities, knowledge and demonstrated abilities.

As part of our commitment to health and safety, we continue to closely monitor and adjust our pandemic response as needed based on public health guidance, current epidemiology, and considerations regarding business continuity. At this time the Emera Vaccine Policy, which outlines the requirement for all Nova Scotia Power employees to be fully vaccinated for COVID-19 and provide corresponding proof, has been suspended. This policy may be reinstated in the future, either in full or in part, at the discretion of the Company, and employees will be required to demonstrate compliance. Any non-compliance could result in disciplinary action up to and including termination of employment.

At Emera we understand that experience comes in many forms. We’re dedicated to adding new perspectives to the team - so if your experience is close to what we’ve listed above, please consider applying. If you don’t quite see yourself in this role but want to join our team, set up a Job Alert to learn about future opportunities!